Last updated: July 24, 2026
This Refund Policy outlines the terms under which AchiPay processes refunds, in compliance with the UK Consumer Rights Act 2015, the Digital Markets, Competition and Consumers Act 2024, and the regulatory frameworks of the Central Bank of Nigeria (CBN) and the Federal Competition and Consumer Protection Commission (FCCPC). It applies to all users, individual and business, and covers failed transactions, unauthorised or fraudulent transactions, disputed transactions, accidental or duplicate payments, and service-related refunds. By using AchiPay, you agree to this Policy.
You are entitled to a full refund of the transaction amount where a transfer fails due to a technical issue on our platform or with our payment partners, is rejected by the recipient's bank, or fails due to network or connectivity issues; duplicate amounts caused by a system error are also refunded in full. If you believe a transaction was unauthorised, notify us immediately at info@achipay.com — if confirmed, we issue a full refund once you cooperate with our investigation. If you provide incorrect recipient details, we are not liable for the loss but will make reasonable efforts to recover the funds, subject to the recipient's cooperation, with any recovery fees borne by you. For duplicate payments, contact us immediately and a refund will follow once the duplicate is verified. Disputed transactions must be raised within 7 days with the transaction ID, amount, and reason, and a refund is issued if the dispute is resolved in your favour. If AchiPay introduces subscriptions in future, you will have the right to cancel within the applicable cooling-off period, cancellation must be as easy as subscribing, and accidental renewals will not be refunded.
Refunds are not available for completed transactions the recipient has confirmed receiving, transfers you voluntarily sent to the wrong recipient, or transactions where you simply changed your mind afterward. We are not liable for and will not refund losses from incorrect recipient details you provided, your failure to verify those details, or your failure to secure your PIN or credentials. We are also not liable for delays caused by the recipient's bank, our payment partners, mobile network operators, or other third parties beyond our control. Refunds will not be issued where you are found to have engaged in fraud, violated our Terms of Service, or been involved in money laundering or other illegal activity. For chargebacks, we investigate and process a refund if valid, or dispute it on your behalf if invalid — you may be liable for chargeback fees imposed by our payment partners.
Under the UK Consumer Rights Act 2015, refunds must be given without undue delay and within 14 days of us agreeing you are entitled to one, using the same payment method you used, unless you agree otherwise. Under CBN and FCCPC guidelines, failed ATM and electronic transactions must be refunded within 48 hours, and failed airtime or data purchases reversed within 30 seconds. In practice: failed transactions are refunded within 48 hours (CBN rule), unauthorised transactions within 14 days, disputed transactions within 14 days of resolution, duplicate payments within 48 hours, and subscription cancellations within 14 days. Once we initiate a refund, your bank may take additional time — typically 3 to 10 working days, longer for international refunds.
You can request a refund by emailing info@achipay.com or via achipay.com/contact. Please provide your full name and registered phone number, the transaction ID if available, the date, time, and amount of the transaction, the reason for your request, and any supporting documentation such as screenshots or bank statements. We acknowledge receipt within 24 hours and aim to respond within 5 business days; complex cases may take longer, and we will keep you informed. If you are unsatisfied with our response, you may escalate to the Financial Ombudsman Service (UK residents), the FCCPC, or the CBN complaint portal (Nigerian residents).
Refunds are issued using the same means of payment as the original transaction — back to the same bank account, card, or AchiPay wallet, as applicable. We may use a different method only if you expressly agree, the original method is no longer available, or it cannot accept refunds. Refunds are issued in the original transaction currency; currency conversion fees may apply if your bank converts the refunded amount.
Where you are entitled to a refund, we refund the full transaction amount including the service fee, though payment-processing fees charged by our payment partners may not be refundable, and currency conversion fees incurred on the original transaction are generally non-refundable. We are not responsible for fees charged by your bank or payment provider. In certain circumstances, refunds may be reduced by a deduction for use of the service already received, or for outstanding fees or liabilities owed to AchiPay.
All refund requests are reviewed by our compliance team, and you will be notified of the investigation outcome. If unsatisfied, you may refer the matter to the Financial Ombudsman Service (UK), the FCCPC (Nigeria), or pursue legal action under our Terms of Service. Refund disputes are governed by the laws of England and Wales, unless applicable law in your jurisdiction requires otherwise.
When processing refunds we handle personal data in accordance with the UK GDPR and the Nigeria Data Protection Act (NDPA) 2023, and retain refund records as required by UK tax, accounting, and anti-money laundering rules. You have the right to access, correct, or (subject to legal obligations) request deletion of your data. All transactions are monitored for fraud, and refund requests may face additional verification if fraud is suspected. If you suspect fraud on your account, contact us immediately, change your PIN, and report it to your bank and local authorities — you are liable for losses resulting from your own failure to secure your account, while we are not liable if you shared your PIN or credentials.
We may update this Refund Policy to reflect changes to the Service, legal or regulatory requirements, or operational reasons, and will notify you of significant changes via WhatsApp, email, or a prominent notice on our website. Continued use of the Service after a change takes effect constitutes your acceptance of the updated Policy.
For questions or complaints about this Refund Policy or a refund request, contact us at info@achipay.com, via achipay.com, or by post at JAFA Tech Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.