Cancellation Policy

This policy explains what can be cancelled on UZOVIA, when, and how. It applies to wallet transactions, scheduled withdrawals, space billing arrangements, and user accounts.

UZOVIA is operated by Transit Mobility Technologies Ltd. (CAC registration in progress).

1. Transactions that cannot be cancelled

The following transactions are final at the point of submission and cannot be cancelled, recalled, or reversed by UZOVIA once you confirm them with your PIN, biometrics, or by tapping "Pay":

• Fare payments made by scanning an inspector's QR code or entering a trip code.
• UZOVIA Pay direct payments to another user's payment code or QR.
• Successful wallet top-ups via Paystack — funds are credited within seconds and become spendable balance. You can withdraw them back to your bank if you no longer wish to spend them.
• Settled bank withdrawals that have already arrived at the recipient bank.

If one of these transactions was unauthorised, fraudulent, or made in error, the correct path is a refund request under our Refund Policy, not a cancellation.

2. Wallet top-ups (Paystack checkout)

You may close the Paystack checkout window at any time before completing payment. Closing the window cancels the top-up — no charge is processed and no funds move. If you re-open the funding flow afterwards, a new transaction reference is generated.

3. Bank withdrawals

A withdrawal request from your UZOVIA wallet to your bank moves through three statuses:

• PENDING — request received, not yet sent to Paystack. You can cancel from your transaction history. The full amount returns to your wallet immediately.
• PROCESSING — request has been forwarded to Paystack. Cancellation is no longer possible. If the transfer fails at the bank for any reason, the amount is automatically returned to your wallet within 24 hours.
• COMPLETED — funds have left UZOVIA and arrived at the destination bank. The transaction is final.

4. Account closure

You may close your UZOVIA account at any time. Two paths:

• In-app: Profile → Settings → Delete Account.
• Web: uzovia.com/account-deletion

What happens when you request closure:

• Any remaining wallet balance must be withdrawn to your bank account first. We will not close an account with a non-zero balance until you have withdrawn the funds. After 90 days of inactivity following a closure request, we attempt a settlement to the last verified bank account on file.
• Closure does not remove records we are legally required to retain — KYC documents, transaction history, and audit logs are retained for the period required by the CBN, NFIU, and FIRS (typically 5 years after the relationship ends).
• After the legal retention period elapses, your personal data is deleted or irreversibly anonymised in line with our Privacy Policy and the Nigeria Data Protection Act 2023.

5. Cancellation by UZOVIA

We may suspend or close your account, with or without notice, if we reasonably believe:

• Your account is being used for fraud, money laundering, terrorism financing, or any activity prohibited by Nigerian law.
• You have provided false KYC information or are operating multiple accounts for the same individual.
• A regulator, court, or law-enforcement agency has directed us to suspend the account.
• You have materially breached our Terms of Service or this policy.

Where we close an account under this section, any remaining wallet balance is held pending the outcome of the investigation. Verified-clean balances are released to the bank account on file. Balances linked to fraud or illegal activity are surrendered to the appropriate authority.

6. Space billing and operator contracts

• A space may terminate its UZOVIA contract by giving 30 days' written notice to business@uzovia.com.
• During the notice period, inspectors continue to operate normally and settlements continue on the usual schedule.
• At the end of the notice period, the space is deactivated. Any unused billing balance is settled to the registered corporate bank account within 14 business days, less outstanding fees.

7. Scheduled or recurring payments

UZOVIA does not currently operate subscriptions, standing orders, or scheduled recurring debits on user wallets. If we introduce such features in future, the cancellation terms will be added here and notified to affected users in advance.

8. How to cancel

• Cancel a pending withdrawal: App → Wallet → Transaction history → tap pending withdrawal → Cancel
• Close your personal account: App → Profile → Settings → Delete Account, or uzovia.com/account-deletion
• Terminate a space contract: Email business@uzovia.com from a registered space-admin address
• Withdraw a support ticket: Inside the ticket thread, tap "Withdraw ticket"

9. Changes to this policy

We may update this policy. Material changes are notified by in-app message and email. The "Last updated" date at the top of this page reflects the most recent revision.

10. Contact

General cancellation queries: support@uzovia.com
Space and operator contracts: business@uzovia.com
Legal and compliance: legal@uzovia.com