Refund Policy

AtusPay Refund Policy

Last Updated: November 13, 2025

This Refund Policy (“Policy”) explains the conditions under which refunds may be issued for transactions completed through AtusPay, a financial technology platform owned by Atus West Africa Ltd (“we,” “our,” or “us”).

AtusPay provides digital wallet, transfer, and bill payment services in partnership with Flutterwave, our licensed and regulated payment processor.

By using AtusPay, you agree to this Refund Policy, which should be read together with our Terms and Conditions and Privacy Policy.

1. Overview

AtusPay operates as a financial technology platform, not a bank.

All payments, transfers, and settlements made through AtusPay are securely processed via Flutterwave’s infrastructure, in compliance with the Central Bank of Nigeria (CBN) and global payment standards (PCI-DSS, ISO 27001).

Refunds are not guaranteed once a transaction is confirmed and successfully processed, but may be granted in certain cases outlined below.

2. Refund Eligibility

Refunds may be considered under the following circumstances:

1.Duplicate Transaction:

•If your account was charged more than once for the same transaction due to a system or network error.

2.Failed or Unsuccessful Transaction:

•If funds were deducted from your account or card but the transaction did not complete or reflect on the intended recipient’s end.

3.Unauthorized Transaction:

•If your account was accessed fraudulently, and it can be proven that the transaction was unauthorized by you.

4.Service Error:

•If an error on AtusPay’s system or Flutterwave’s network led to a failed payment or overcharge.

Refunds cannot be provided for:

•Transactions completed successfully (e.g., airtime/data/bill purchases already delivered).

•Disputes arising from wrong account input by the user.

•Third-party merchant dissatisfaction outside of AtusPay’s control.

3. Refund Request Procedure

If you believe you are eligible for a refund, please follow the steps below:

1.Contact Support:

Send an email to support@atuspay.co within 7 days of the transaction, providing:

•Transaction reference number

•Payment method used

•Description of the issue

•Proof of payment (if applicable)

2.Verification:

Our team will investigate the claim, working closely with Flutterwave and relevant banks to confirm transaction status.

3.Resolution Timeline:

•Refund requests are typically reviewed and resolved within 5–10 business days, depending on the nature of the transaction and partner bank processing times.

•In complex cases requiring additional verification, processing may take longer, but you will be kept informed throughout.

4. Refund Method

Approved refunds will be credited back using the original payment method, which may include:

•Your AtusPay Wallet, or

•Your bank account or card (through Flutterwave).

Refunds are processed only after confirmation that the transaction was indeed unsuccessful or erroneous.

5. Third-Party Payment Processing (Flutterwave)

All financial transactions made on AtusPay are powered by Flutterwave, our trusted payment partner.

•Refunds involving bank transfers, card payments, or third-party merchants may be subject to Flutterwave’s internal refund timelines and policies.

•AtusPay cannot expedite refunds beyond the settlement process governed by Flutterwave or partner banks.

•You can review Flutterwave’s Refund Policy here:

🔗 https://flutterwave.com/us/privacy-policy

6. Transaction Disputes

If a refund cannot be processed directly through AtusPay, you may be required to:

•File a dispute through Flutterwave’s resolution channel, or

•Contact your issuing bank for chargeback assistance (for card payments).

We will provide full support during any dispute or investigation to ensure fair resolution.

7. Refund Exceptions

AtusPay reserves the right to reject refund claims that:

•Are made beyond 30 days of the original transaction date;

•Lack sufficient proof of payment or identity;

•Result from incorrect user input; or

•Fall outside AtusPay’s control or Flutterwave’s system jurisdiction.

8. Service Fees

Refunded amounts may exclude transaction processing or third-party service fees, as these are non-recoverable from payment processors or partner institutions.

9. Fraud Prevention

For security reasons, all refund claims are subject to verification.

If we detect any fraudulent claim or activity, the user’s account may be suspended, reported to authorities, and permanently restricted.

10. Changes to This Policy

AtusPay may modify or update this Refund Policy at any time.

All updates will be posted on our website or mobile app with the revised “Last Updated” date.

Your continued use of AtusPay after such updates constitutes acceptance of the revised policy.

11. Contact Us

If you have any questions or need help with a refund request, please contact:

AtusPay Refunds Department

📧 support@atuspay.co

🌍 www.atuspay.co

🏢 House 57, 51 Crescent, 5th Avenue, Gwarinpa.