This Refund & Cancellation Policy explains how WePay, a product of Supreme-Tech Company Limited ("WePay", "we", "us" or "our"), handles refunds, reversals and cancellations for the products and services offered through the WePay platform and at wepayafrica.net. This policy forms part of, and should be read together with, our Terms of Service.
By funding your wallet, purchasing a virtual card, subscribing to a plan or paying for any other WePay service, you confirm that you have read and accepted this policy.
1. Definitions
- Wallet — your WePay electronic money account used to hold and move funds on the platform.
- Top-Up — funds added to your WePay wallet by bank transfer, card payment or other supported funding method.
- Virtual Card — a Visa or Mastercard virtual payment card issued through WePay.
- Fee — any charge made by WePay for issuing, loading, maintaining or using a product, as disclosed on our Pricing page or at the point of the transaction.
- Transaction — any funding, card issuance, card top-up, transfer, bill payment, gift card purchase, subscription charge or other debit or credit on your account.
2. General Principles
- All transactions are initiated by you. A transaction that has been successfully delivered and consumed is, as a general rule, non-refundable.
- Refunds are issued at our discretion only where a transaction failed, was duplicated, was charged in error, or was not delivered.
- Service fees charged by WePay for completed services (for example, card issuance or subscription billing) are non-refundable.
- Refunds, where approved, are credited back to your WePay wallet in the same currency as the original transaction, unless we agree otherwise in writing.
- We do not issue refunds in cash or to a third party. Refunds are returned only to you as the account holder.
3. Wallet Top-Ups and Funding
3.1 Successful top-ups
Funds successfully added to your wallet are credited to your available balance and are not refundable. Funds held in your wallet remain your property and can be withdrawn at any time, subject to the limits, verification requirements and fees described in our Terms of Service.
3.2 Failed, pending or duplicated top-ups
If a top-up fails but your bank or card is debited, or if you are debited more than once for the same top-up:
- the amount will be automatically reversed to your payment source by your bank/issuer within 5–10 business days where the failure occurred at the network level; or
- where the funds were received by us, they will be credited to your WePay wallet within 24 hours of confirmation; or
- if you prefer the funds returned to your payment source instead of your wallet, contact us at support@wepayafrica.net with your transaction reference and we will process the reversal where possible.
Transaction fees charged by third parties (for example, bank charges or card processing fees) may not be recoverable.
4. Virtual Card Issuance Fees
The one-off fee charged for creating a virtual card is a service fee for the issuance of that card and is non-refundable once the card has been created and its details have been generated, even if you do not subsequently use the card.
If a card creation request fails but the issuance fee is debited, the fee will be automatically refunded to your WePay wallet.
5. Card Top-Ups and Unspent Balances
Funds loaded onto a virtual card are converted into the card's billing currency and held by the card issuer for spending:
- Amounts already spent on the card are non-refundable and must be disputed with the merchant or, where applicable, through a chargeback.
- Unspent balances may be returned to your WePay wallet where the card issuer supports balance withdrawal. A conversion fee may apply and the amount returned is calculated at the prevailing exchange rate.
- Cards that are terminated, expired or flagged for suspected abuse may have their balances frozen pending investigation, in line with our Usage Policy.
- Top-up fees and conversion fees are non-refundable.
6. Failed or Pending Card Transactions, Transfers and Bill Payments
Card transactions, money transfers and bill payments that fail or remain incomplete are automatically reversed (voided) and the funds returned to your WePay wallet. Reversals are typically completed within 24–72 hours, but may take up to 7 business days depending on the counterparty or payment network.
Where a merchant has placed an authorisation hold on your card, the hold may take up to 30 days to clear. Holds are released by the merchant or the issuing bank, not by WePay.
7. Gift Cards
Gift cards and gift card codes purchased or redeemed through WePay are supplied by third-party providers:
- Once a gift card code has been delivered to you, the purchase is final and non-refundable. Gift cards cannot be returned, exchanged or redeemed for cash.
- If a code is not delivered, is already redeemed, or does not work, report it to us within 7 days of purchase at support@wepayafrica.net. After verification we will replace the code or refund the purchase amount to your wallet.
- Codes that have already been redeemed are not refundable unless the redemption was made by an unauthorised third party as a result of a platform error.
8. Subscriptions and Recurring Billing
- Subscription plans are billed in advance for the selected cycle (monthly, quarterly or annually).
- Payments for the current billing cycle are non-refundable once the cycle has begun.
- You may cancel at any time. Cancellation stops future renewals but does not trigger a pro-rata refund for the remainder of the current cycle; you retain access to plan benefits until the cycle ends.
- If you are charged again after a valid cancellation, the duplicate charge will be refunded to your wallet within 5 business days.
- Free trials convert to a paid plan on the date stated at sign-up. Please cancel before the conversion date if you do not wish to be billed.
9. Chargebacks and Payment Disputes
If you believe a charge is unauthorised or incorrect, contact us first at support@wepayafrica.net before raising a chargeback with your bank or card issuer. We aim to resolve all genuine disputes within 5 business days.
You must report an unauthorised or incorrect transaction within 60 days of the transaction date. Disputes raised after this period may not be investigated.
Initiating a chargeback for a transaction that was correctly delivered and authorised may be treated as abuse of the dispute process under our Usage Policy. Your account may be suspended while the dispute is investigated.
10. How to Request a Refund
To request a refund, email support@wepayafrica.net from the email address registered to your WePay account and include:
- Your full name and registered email address;
- The transaction reference or ID;
- The date and amount of the transaction;
- The reason for the refund request; and
- Any supporting evidence (screenshots, bank statement entry, merchant response, etc.).
You may also reach us via the WhatsApp number or Live Chat shown on our Contact page. Requests missing the information above may be delayed while we await clarification.
11. Processing Times
- Refund to WePay wallet: within 24–72 hours of approval.
- Reversal to a bank account or card: 5–10 business days after approval, depending on your bank.
- Investigation of a disputed transaction: up to 30 days where the card network, merchant or third-party provider is involved.
12. Non-Refundable Items
Except where a transaction failed or was charged in error, the following are not refundable:
- Virtual card issuance and maintenance fees;
- Card top-up fees, loading fees and currency conversion fees;
- Amounts already spent on a virtual card;
- Delivered gift card codes;
- Subscription charges for a billing cycle already commenced;
- Transfer and payout fees for transactions that were successfully completed;
- Network, bank or third-party charges outside our control.
13. Currency and Exchange Rates
Refunds are issued in the currency of the original transaction. Where a refund must be made in a different currency, the amount is calculated using the exchange rate applied at the time of the original transaction. You bear any fluctuation between the transaction date and the refund date, as well as any bank fees charged by your own institution.
14. Fraud, Abuse and Exceptions
We reserve the right to refuse a refund, reverse a credit, or suspend an account where we reasonably suspect fraud, abuse, money laundering, chargeback abuse, or a breach of our Terms of Service or Usage Policy. In such cases any legitimate balance may be frozen pending the outcome of our investigation and may be reported to the relevant authorities where required by law.
15. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time. Material changes will be communicated by email or in-app notification at least 30 days before they take effect. The version published on this page, with the "Last updated" date shown above, is the version in force. Continued use of the platform after the effective date constitutes acceptance of the revised policy.
16. Contact
For any question about this policy or a refund request, contact us at support@wepayafrica.net or visit our Contact page.
Supreme-Tech Company Limited (trading as WePay)
GV14, Ajah Ogombo Road (Charter House), Lagos Island, Lagos State, Nigeria
Website: wepayafrica.net
