Refund Policy

This policy explains when and how UZOVIA refunds money. It applies to every wallet funding, fare payment, direct (UZOVIA Pay) payment, and bank withdrawal processed through the platform.

UZOVIA is operated by Transit Mobility Technologies Ltd. (CAC registration in progress; RC number will be added once issued). Payment processing is provided by Paystack Payments Limited, our licensed payment service provider.

1. Wallet funding (Paystack top-up)

• Successful top-up: Funds are credited to your UZOVIA wallet within seconds and are not reversible to your bank or card. You can withdraw the balance to your bank at any time, subject to your KYC tier limits.
• Failed top-up where your bank/card was debited: If Paystack confirms the charge succeeded but your wallet was not credited within 30 minutes, we credit the wallet automatically during reconciliation. Where a manual reversal is required, the original amount is returned to the same payment instrument. Paystack's standard reversal timeline applies — typically 5–10 business days depending on the issuing bank.
• Cancelled or abandoned top-up: If you close the Paystack checkout before completing payment, no charge is processed and no refund is required.

To report a failed top-up, email support@uzovia.com with the transaction reference from your wallet history.

2. Fare payments (inspector sessions)

Fare payments made by a passenger to an inspector are processed atomically against the passenger's wallet and routed to the platform fee, dispute reserve, and bus owner or space settlement account in a single transaction.

• Fare payments are non-refundable once the trip has been completed in good faith.
• Disputed fare payments (wrong amount, double-charge, service not rendered) must be reported within 7 days by emailing support@uzovia.com or opening a support ticket inside the app. UZOVIA holds a dispute reserve (20% of platform fee on every transaction) specifically to fund verified refunds.
• Verified disputes are refunded to the passenger's UZOVIA wallet — not to the original funding instrument — usually within 3 business days of resolution.

3. UZOVIA Pay (direct peer-to-peer payments)

Direct payments made via payment code or QR scan are final and not reversible by design, consistent with how cash payments work in informal transport and trading.

• We will not reverse a direct payment because the sender changed their mind, sent the wrong amount, or selected the wrong recipient. Always confirm the recipient's display name before entering your Transfer PIN.
• If the payment was fraudulent (account compromise, impersonation, coercion), report it immediately to support@uzovia.com and to your local police. Where we identify fraud we cooperate with law enforcement, the NFIU, and Paystack's fraud team to recover funds. Recovery is not guaranteed.

4. Bank withdrawals

• Pending withdrawals can be cancelled by you while the status is still PENDING. The full amount is returned to your wallet immediately.
• Failed withdrawals (wrong account number, closed account, bank rejection) are automatically refunded to your wallet within 24 hours of Paystack reporting the failure. Withdrawal fees are also returned on failure.
• Successful withdrawals that arrived at the correct bank account are not reversible. If you sent money to a wrong-but-valid account number, you must pursue recovery directly with the receiving bank under their dispute process.

5. Space billing balances (institutional clients)

• Billing balance top-ups are non-refundable in cash but never expire and remain applicable to future session fees while the space is active.
• A space that terminates its contract may request, in writing, that any unused billing balance be settled to its registered corporate bank account. Settlement is processed within 14 business days of contract termination, less any outstanding fees.

6. Platform fees and stamp duty

The platform fee deducted from each transaction is the cost of running the UZOVIA payment infrastructure and is non-refundable except where the underlying transaction itself is refunded under sections 1, 2, or 4.

Stamp duty deducted under the Stamp Duties Act (where applicable) is remitted to the Federal Inland Revenue Service and cannot be refunded by UZOVIA.

7. How to request a refund

1. Open the UZOVIA app → Profile → Support → New Ticket, or email support@uzovia.com from the email address registered to your account.
2. Include the transaction reference (visible in your wallet history), the date, the amount, and a short explanation of what went wrong.
3. We acknowledge every refund request within 2 business days and resolve verified requests within 7 business days. Complex cases involving Paystack reversals or bank-side recovery may take longer; we will keep you updated.

8. Disputes and escalation

If you disagree with our resolution of a refund request, you may escalate to:

• Central Bank of Nigeria Consumer Protection Department — cpd@cbn.gov.ng
• Nigeria Data Protection Commission — info@ndpc.gov.ng
• Paystack's dispute team (for card-funded transactions) — disputes@paystack.com

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

Refund and billing matters: support@uzovia.com
Legal and compliance: legal@uzovia.com