Failed Transactions & Refund Policy

Transparent reversal rules and resolution timelines designed to protect every agent's capital.

Published by: NivoltPay Technologies Ltd (RC 7349182) • Effective Date: October 1, 2026

Our Core Agent Promise: Instant Automated Reversals

At NivoltPay, we understand that every Naira counts in an agent's business. If a sale fails to deliver due to upstream telecommunication network delays, your wallet balance is automatically and instantly reversed to your wallet without having to wait for a support ticket.

1. Automated Reversals for VTU Services

When you initiate an Airtime, SME/Direct Data, Electricity Token, or Cable TV purchase:

  • Immediate Verification: Our routing engine connects directly to the upstream network operator (MTN, Glo, Airtel, 9mobile, Disco, or MultiChoice).
  • Instant Refund on Provider Failure: If the provider returns a "Failed", "Rejected", or "Route Unavailable" response within 10 to 30 seconds, our ledger reconciliation automatically cancels the transaction and credits 100% of the debited funds back into your active wallet immediately.
  • Transaction Status Display: You will see the status update from processing to reversed with the exact provider reason (e.g. "Invalid Phone Number", "Network Timeout", or "Meter Unreachable").

2. Pending Transactions & Provider Delays

Occasionally, an upstream telco or power distribution company experiences degraded server response and places an order in a pending or processing state without immediately issuing a success or fail status.

  • Auto-Reconciliation Engine: Our automated background daemon polls the provider every 3 minutes up to a maximum timeout of 15 minutes.
  • Automatic Timeout Reversal: If no definitive confirmation is received from the provider within 15 minutes, the system marks the transaction as failed and reverses your funds immediately.

3. Wallet Funding & Bank Transfer Reversals

For wallet top-ups via Dedicated Virtual Accounts (powered by Kuda/Wema) or Paystack card checkout:

Dedicated Virtual Account Funding Instant (Under 60s)

NIP bank transfers credit your wallet immediately upon receipt of the automated bank webhook. If debited at your bank but not credited on NivoltPay within 5 minutes, our team verifies the session ID with NIBSS.

Paystack Card / Online Checkout Automated Callback

In the rare event of a network drop during 3D-Secure authentication, Paystack's automated settlement engine reconciles the transaction within 30 minutes, or your issuing bank automatically refunds the hold within 24 to 48 hours according to CBN guidelines.

4. Resolution Service Level Agreement (SLA)

Transaction Type Automated Resolution Manual Escalation SLA
Airtime & Data Vending Instant (0 – 30 seconds) Within 15 minutes
Electricity Token Generation Instant (0 – 60 seconds) Within 30 minutes
Cable TV Reconnection Instant (0 – 90 seconds) Within 30 minutes
Interbank Wallet Funding Delay Auto-credit via NIBSS webhook Within 2 business hours

5. How to Request Transaction Review

If you experience any transaction discrepancy or wish to query a delayed transaction:

  1. Go to your Transaction History in the agent dashboard and click on the specific transaction to copy its unique Reference Code (e.g. NVT-178...).
  2. Open a quick WhatsApp ticket with our dedicated merchant desk: +234 704 700 3125 or email support@nivoltpay.com.
  3. Include your Registered Phone/Email and the Transaction Reference. Our desk verifies against provider audit logs and resolves your query promptly.
Corporate Compliance Guarantee

NivoltPay Technologies Ltd (RC 7349182)
12 Commercial Avenue, Sabo, Yaba, Lagos State, Nigeria
Helpline: +234 704 700 3125 | Support: support@nivoltpay.com