1. General Principle
Most transactions on Swaply are processed instantly and are final. Refunds are exceptions rather than the norm and are evaluated case-by-case.
2. Eligible for Refund
You may be eligible for a refund in the following circumstances:
- A transaction failed on our side and the recipient did not receive value
- We charged you more than the displayed/agreed amount due to a system error
- A flight booking was cancelled by the airline and the refund is processed to us
- An order was cancelled by us before fulfilment (e.g., out-of-stock data plan)
- A duplicate transaction caused by a network or system error
3. Not Eligible for Refund
Refunds will generally NOT be issued where:
- You entered an incorrect phone number, meter number, IUC number, wallet address, or other recipient detail
- You changed your mind after a successful transaction
- The recipient was unavailable or refused the service after delivery
- You used stolen, unauthorized, or fraudulently obtained funds (these may be reversed without notice)
- The transaction is the subject of a chargeback or fraud investigation
Always double-check details
We process transactions exactly as instructed. Once submitted, transactions cannot be recalled. Please verify all recipient details before confirming.
4. How to Request a Refund
- Open a support ticket in the app or email support@swaply.ng within 7 days of the transaction
- Provide the transaction reference, date, amount, and reason for the request
- Attach supporting evidence (screenshots, error messages, recipient confirmation)
5. Refund Timelines
| Scenario | Investigation | Refund Credit |
|---|---|---|
| Failed system transaction | 1–2 business days | Up to 3 business days |
| Duplicate charge | 1–3 business days | Up to 5 business days |
| Airline cancellation | 7–30 business days | Per airline policy |
| Disputed gift card | 3–7 business days | Subject to investigation |
6. Refund Method
Approved refunds are credited to your Swaply wallet by default. You may request a bank transfer refund, which will be processed to the same payment source where possible. Crypto refunds are made in NGN at the prevailing rate unless otherwise agreed.
7. Disputes
If you disagree with the outcome of a refund request, you may escalate to our support management team at escalations@swaply.ng within 14 days of the decision.
8. Contact
Refund enquiries: support@swaply.ng