Refund & Transaction Policy

1.1 Purpose: This Refund & Transaction Policy (“Policy”) explains how Pairgate Venture (“Pairgate,” “we,” “us,” or “our”) handles wallet funding, deposits, completed transactions, failed transactions, refunds, reversals, and chargebacks on the Platform.

1.2 Incorporation: This Policy is incorporated into and forms part of our Terms and Conditions. Capitalized terms not defined here have the meanings assigned in the Terms.

1.3 Scope: This Policy applies to all Virtual Top-Up Services, including airtime, data bundles, cable television subscriptions, electricity tokens, exam pins, betting wallet funding, recharge card printing, and any other digital value transfer service.

1.4 Governing Law: This Policy is governed by the laws of the Federal Republic of Nigeria.

2.1 Nature of Wallet: Your Pairgate wallet is a prepaid virtual balance held for the sole purpose of purchasing Virtual Top-Up Services. It is not a bank deposit, does not earn interest, and is non-transferable except as expressly permitted.

2.2 Segregation of Funds: Wallet balances are held in segregated settlement accounts with our licensed payment partners and are used solely to fulfill your transactions and obligations.

2.3 Funding Methods: You may fund your wallet via bank transfer, card, or other supported methods. Funds are credited upon confirmation by our payment processor.

2.4 Wallet Freezes: We may restrict, freeze, or place a hold on any wallet balance during investigation of fraud, chargeback, AML concern, or regulatory inquiry. We will notify you where legally permitted.

2.5 Dormancy: Wallets inactive for 12 consecutive months may be classified as dormant. We will attempt to contact you before applying any administrative handling. Reactivation may require identity re-verification.

2.6 Unclaimed Balances: Where a wallet remains dormant and unreachable for a period exceeding 6 years, we may handle the balance in accordance with applicable Nigerian unclaimed property regulations.

3.1 Finality: All deposits made to your wallet are final and non-reversible. Once a deposit is credited, it is deemed authorized by you and reflected as a virtual balance available for immediate use across our Services.

3.2 No Reversals: Pairgate does not initiate, process, or honor reversals of successfully credited deposits, except where required by applicable law or valid regulatory directive.

3.3 User Acknowledgment: By funding your wallet, you acknowledge that:

• You have authorized the deposit.
• You will not initiate a chargeback, reversal, or dispute for a deposit that has been correctly credited.
• You understand deposits are consumable only through purchase of Virtual Top-Up Services.

4.1 Finality of Completed Transactions: All payments made for Virtual Top-Up Services are final and non-refundable once the transaction is completed and value has been delivered to the intended recipient network, provider, or wallet.

4.2 Meaning of “Completed”: A transaction is “Completed” when value has been successfully delivered to the intended recipient, as confirmed by the relevant provider or network. This includes:

• Airtime and data credited to the recipient phone number.
• Cable subscription activated on the recipient smartcard.
• Electricity token generated for the recipient meter.
• Exam pin delivered to your dashboard or email.
• Betting wallet credited on the recipient platform.
• Recharge card pin generated and displayed.

4.3 By Initiating a Transaction: You expressly authorize Pairgate to process the payment and irrevocably confirm that the transaction is intended, valid, and correctly detailed.

5.1 Exception – Failed Transactions: A refund or reversal may be considered only where a transaction fails and value was not delivered to the intended recipient.

5.2 Automatic Refunds: Where a transaction fails and value is not delivered, the affected amount shall be returned to your wallet as a virtual balance automatically, typically within minutes.

5.3 Reversal to Source: Where a failed transaction was funded directly by card or bank transfer (not from wallet balance), the affected amount may be reversed to your original payment method in accordance with payment network rules. This may take 3–10 business days.

5.4 Qualifying Failures: Refund eligibility applies where:

• The provider did not deliver value.
• The transaction returned an error status from the provider.
• Our system confirmed non-delivery.

5.5 Non-Qualifying Failures: Refunds will not be issued where:

• Value was delivered but you claim non-receipt.
• You supplied incorrect recipient details.
• The failure was caused by your own network, device, or account issues.
• The transaction is under investigation for fraud or AML.

6.1 Sole Responsibility: You are solely responsible for verifying recipient details — including phone number, smartcard number, meter number, betting account ID, and exam pin selection — before confirming a transaction.

6.2 Non-Refundable: Completed transactions to incorrectly supplied details are non-refundable. Pairgate has no ability to reverse value that has already been delivered to a third-party provider.

6.3 No Liability: Pairgate shall not be liable for any loss arising from incorrect recipient details supplied by you.

7.1 System Error: Where a duplicate transaction occurs due to a system error on our part and value was delivered more than once, the duplicate value may be reversed to your wallet.

7.2 User Error: Duplicate transactions arising from user error (e.g., repeated submissions, refresh during processing) are non-refundable once value has been delivered.

7.3 Reporting: To report a suspected duplicate caused by system error, contact support within 24 hours with the transaction references.

• Wallet refund (failed transaction): Instant to a few minutes.
• Bank/card reversal: 3–10 business days, subject to your bank.
• Manual investigation refunds: Up to 14 business days after resolution.

Timelines are estimates and may vary based on payment network, bank, or regulatory requirements.

9.1 No Chargebacks for Delivered Value: You agree not to initiate chargebacks or payment disputes for transactions where value has been successfully delivered.

9.2 Contest Rights: Pairgate reserves the right to contest any chargeback with the relevant financial institution and to suspend or terminate accounts engaged in fraudulent or bad-faith disputes.

9.3 Recovery: Where a chargeback is wrongly initiated, you agree to reimburse Pairgate for the disputed amount, associated fees, and reasonable legal costs.

9.4 Evidence: Pairgate maintains detailed transaction records (wallet credit, provider delivery confirmation, timestamps) and will submit them in defense of any chargeback.

10.1 Withdrawal Eligibility: Where withdrawal of wallet balance is permitted, you may withdraw to a bank account in your own name that has been verified via KYC.

10.2 Minimum: Minimum withdrawal amount and applicable fees are displayed on the Platform and may be modified.

10.3 Processing Time: Withdrawals are typically processed within 1–3 business days.

10.4 Verification: We may request additional verification before processing large withdrawals.

Our Services depend on third-party networks, aggregators, and payment processors (e.g., MTN, Airtel, Glo, 9mobile, DStv, GOtv, StarTimes, IKEDC, AEDC, Paystack, betting platforms). We are not liable for delays, failures, or losses caused by downtime, policy changes, API changes, or errors of these third parties, or by events beyond our reasonable control.

12.1 Amicable Resolution: Any dispute regarding a transaction shall first be attempted to be resolved amicably through our support channels within 30 days.

12.2 Arbitration: If unresolved, the dispute shall be referred to arbitration in Lagos, Nigeria, in accordance with the Arbitration and Mediation Act, 2023. The arbitration shall be conducted in English, and the award shall be final and binding.

12.3 Injunctive Relief: Nothing prevents either party from seeking urgent injunctive relief in a court of competent jurisdiction.

Nothing in this Policy shall limit Pairgate’s obligation to comply with applicable laws, regulations, or valid directives from competent regulatory authorities, including the Central Bank of Nigeria (CBN), the Nigeria Financial Intelligence Unit (NFIU), and the Nigeria Data Protection Commission (NDPC).

Pairgate Venture (RC: 3687598)
Email: [email protected]
Legal: [email protected]
Website: https://pairgate.com