Verified duplicate charge
Two verified charges exist for the same intended purchase and the duplicate did not create a separate valid delivery.
Refund Policy
Refund review for eligible orders
Refunds are not automatic or guaranteed. Each request is reviewed against recorded payment, order and fulfilment evidence before final Admin approval.
Last updated: 15 July 2026Before requesting review
Track the order first
Pending or manual-review orders may still be progressing and are not automatically failed.
Cases that may be eligible
Eligibility still depends on verification and final administrative review.
No valid order created
Payment was received and verified, but no valid order could be created for the transaction.
Failed fulfilment
Recorded fulfilment failed and no data, credential or requested service was delivered.
Approved reversal
An Admin confirms the evidence and authorizes reversal through the appropriate recorded workflow.
Non-refundable or limited cases
- Completed data delivery.
- An incorrect recipient number supplied and confirmed by the buyer.
- Delivered digital credentials or StreamHub access after the service has been provided.
- A completed manual service.
- A payment or order that cannot be verified from the supplied references.
Pending and Manual Review orders
Pending and Manual Review statuses do not by themselves establish refund eligibility. DataPrimo may first verify the payment, provider outcome, recipient details and whether fulfilment can safely continue.
Wallet and external-payment refunds
Wallet
An approved Wallet reversal is recorded through Wallet and ledger controls so duplicate credits are not created.
Paystack, card or Mobile Money
An approved external-payment refund follows the available Paystack or payment-channel process and may remain subject to provider processing.
Agent and SubAgent Store orders
Public reseller Store orders are reviewed against the same central payment, pricing, fulfilment and order records. The seller cannot promise or independently create a platform refund outside the approved process.
Review timing
DataPrimo reviews requests after the required references and evidence are available. The time needed depends on payment verification, provider evidence, fulfilment status and any manual investigation. No fixed approval or completion deadline is guaranteed.
How to request review
Provide enough information to identify the transaction without sharing sensitive credentials.
- DataPrimo order reference.
- Recipient phone number used.
- Paystack or Wallet payment reference, where available.
- A short description of what happened and the current tracked status.
Final approval: A refund is issued only after an Admin reviews and approves the request. Never send passwords, OTPs, Wallet PINs or payment credentials.