1. Your wallet balance
- Unused money in your wallet can be withdrawn to your Nigerian bank account at any time, above the minimum withdrawal shown in the app. Withdrawals are usually paid within 3 hours.
- There is no charge from Efeplug to withdraw your own money. Your bank or our payment partner may show a small transfer fee, which is shown before you confirm.
2. Failed or duplicate payments
- If you were charged but the money didn’t reach your wallet, or you were charged twice, it will be credited to your wallet or refunded to your card or bank within 3 working days of us confirming it with Paystack or Korapay.
- If a withdrawal can’t be paid out, the full amount goes back to your wallet and you get a notification.
- Tell us with the receipt from Me → Wallet → History if something doesn’t look right.
3. Money sent to other people
Transfers, red packets and payments to other users are final once sent, because the money is already theirs. Please check the name before you confirm. If you sent money to the wrong person, ask them to send it back; if you believe you were scammed, report it to us straight away with the receipt and we will investigate and, where we can, hold the other account.
4. Store orders (Efeplug checkout)
- When you pay through Efeplug checkout, Efeplug holds the payment. The seller is paid only after you confirm you received the order, or after the automatic completion time shown on the order passes without a problem being reported.
- Full refund to your wallet if the seller cancels, doesn’t deliver, or the item is not what was described (report it before the order completes).
- Change-of-mind returns are up to each seller’s own policy.
- Payments made outside Efeplug checkout (direct bank transfer to a seller) are not protected and we can’t refund them.
- “Ask a friend to pay” requests follow the same rules as the order they pay for.
5. Services and jobs
Service prices are agreed between you and the provider, and paid between you. Efeplug isn’t a party to that payment, so refunds are between you and the provider; report providers who don’t deliver. Job posts must never ask applicants to pay, so there is nothing to refund there; report any job that asks you for money.
6. Promotions and verified badges
- Not started yet: refunded in full to your wallet if you ask before the promotion or badge period begins.
- Already started: not refundable, because the promotion has run or the badge has been shown.
- If we remove a promotion or badge because of our own error, we refund the unused days to your wallet. If it is removed because the content or account broke our Terms, it is not refunded.
- A verification application that we reject is refunded in full.
7. Invest
Money in Invest is not a purchase. You can move it back to your wallet on working days (Monday to Friday) at least 24 hours after adding it, with the interest earned so far.
8. How to ask for a refund
Email asoefe101@gmail.com with your username, the receipt (Me → Wallet → History) and what went wrong. We aim to reply within 2 working days. Approved refunds go to your Efeplug wallet unless you ask for them to go back to your card or bank.
Efeplug may update this policy; important changes are announced in the app first.