Refund Policy

1 General Principle

All VTU transactions on Maggie Communications are processed in real-time. Once a transaction is confirmed successful and the service has been delivered (airtime credited, data activated, electricity token issued, cable TV renewed, or exam card delivered), the transaction is considered final and a refund will not be issued.

Refunds are only issued when a transaction fails to deliver the service but your wallet balance was debited. In such cases, we treat refunds as our highest priority.

2 When Refunds Apply

You are eligible for a wallet credit refund in the following situations:

• Failed airtime/data delivery: Your wallet was debited but the recipient's phone did not receive the airtime or data bundle within 2 hours of the transaction.
• Failed electricity token: Your wallet was debited but no token was generated or delivered.
• Failed cable TV renewal: Your wallet was debited but the subscription was not renewed by the provider.
• Double charge: Our system charged your wallet twice for a single transaction (our duplicate detection should prevent this, but in the rare event it occurs).
• Wallet funding not credited: You funded your wallet via Paystack or Monnify and the payment was confirmed by the gateway but not credited to your Maggie wallet.
• System error: A confirmed technical error on our platform caused an incorrect deduction.

3 When Refunds Do Not Apply

We cannot issue refunds in the following cases:

• Wrong recipient details: Airtime, data, or tokens sent to an incorrect phone number, meter number, or smartcard number that you entered. Always double-check details before confirming with your PIN.
• Completed & delivered transactions: If the service was successfully delivered, no refund is issued regardless of reason.
• Change of mind: Deciding you no longer want a service after a successful transaction.
• Network provider delays: Temporary delays caused by the network provider (MTN, Airtel, Glo, 9Mobile, DISCOs, etc.) that resolve within 24 hours do not qualify for a refund.
• Account activation fees: One-time Agent (₦5,000) or Vendor (₦15,000) activation fees are non-refundable once the account has been upgraded.
• Fraudulent chargebacks: Attempting to reverse a legitimate completed transaction via your payment provider is a violation of our Terms of Service.

4 Refund Process

All approved refunds are credited directly to your Maggie Communications wallet balance — not back to your bank account or card. Your wallet balance can then be used for any future transaction on the platform.

We do not issue cash refunds to bank accounts except in the case of account closure (see Section 6).

5 Refund Timelines

6 Wallet Balance Refunds on Account Closure

If you close your Maggie Communications account and have a remaining wallet balance, we will refund the outstanding balance to a Nigerian bank account in your name. This process requires:

• Submission of a valid government-issued ID for identity verification
• A Nigerian bank account in your registered name
• A minimum balance of ₦100 (balances below this threshold are not refunded)

Account closure refunds are processed within 7–14 business days of verified identity confirmation.

7 How to Request a Refund

To raise a refund or dispute, contact our support team with the following details:

• Your registered phone number
• The transaction reference number
• The service and amount involved
• A description of what went wrong