Refund & Reversal Policy

1. Successful wallet funding is service credit

A wallet top-up is complete when the payment is confirmed and credited to your Bryansub wallet. Once this happens, use the balance to buy the services available on the platform. Funding is not a bank withdrawal service, a transfer between people or a cash-exchange facility.

If you fund more than you intended, change your mind or do not immediately find a preferred plan, the unused balance is not routinely paid back to a bank account. Check service availability, the funding amount and this restriction before sending money. Closing an account does not create a cash-out entitlement.

2. Bank debit but wallet funding did not complete

A bank debit alert alone does not establish that funding completed. If your account was debited but the wallet was not credited, retain the bank/payment reference and contact your bank or payment provider to trace the payment or request the applicable reversal. Also provide Bryansub with the reference so the wallet side can be reconciled.

Do not make a second payment solely because credit is delayed. The payment may still settle. We will check the records available to us and confirm whether the funds were received and credited. Your bank controls its own reversal and statement-posting process; we cannot promise that its investigation will finish instantly.

If reconciliation confirms that the original funding completed successfully, the resulting wallet balance is governed by section 1. It is not treated as failed funding simply because you later decide you want the money back.

3. Failed service purchases and wallet reversals

Where your Bryansub wallet was debited but a purchase is confirmed to have failed without delivery, the relevant service debit is normally reversed into the same Bryansub wallet. That restored balance is available for another purchase. It is not a routine refund to an external bank account.

A reversal is based on confirmed transaction and provider records. If a service was delivered after an initial delay, the payment remains due. We will not both restore the wallet debit and leave a successfully delivered purchase unpaid. Charges connected with an unsuccessful service are assessed in line with what was disclosed and any refund required by law.

4. Pending or uncertain transactions

A pending status means the final result is not yet confirmed. It is not, by itself, a failed purchase or an entitlement to an immediate reversal. Check the transaction history and contact support before repeating the order.

We will reconcile the request with the available provider records. A confirmed successful transaction remains charged; a confirmed failed and undelivered transaction is resolved as described above. If an external response is outstanding, we will explain the dependency and provide the available status rather than promise an unverified completion time.

5. Successful delivery and incorrect recipient details

Airtime, data and subscriptions delivered to the details you confirmed are generally not reversible. Electricity tokens and examination PINs may also be irreversible once issued, even if you have not yet used them.

A wrong phone number, network, plan, smartcard, meter type or recipient account must be reported promptly. We can investigate a provider-supported correction, but cannot guarantee recovery from a third party or reverse a correctly completed purchase solely because the details you supplied were wrong. This does not limit a remedy where Bryansub supplied the wrong product or failed to fulfil the confirmed order.

6. Duplicate, erroneous or unauthorised payments

A genuine duplicate debit, processing error or unauthorised payment is investigated separately from a change-of-mind request. Tell Bryansub and your bank promptly, provide the references and take steps to secure an affected account.

If the investigation establishes an error or a legal obligation to return funds, the appropriate correction or refund will be arranged through the applicable payment channel. Identity and payment-ownership checks may be required. A payment-source refund, where due, is normally returned through the verified original source rather than an unrelated account.

These exceptions do not introduce a general wallet-withdrawal feature. They also do not require you to give up a lawful bank dispute, chargeback or consumer complaint. We may contest an incorrect dispute using evidence of a valid, delivered or credited transaction.

7. How to report a payment issue

Use the support options published on Bryansub. Select the relevant issue, such as Pending, Successful but not delivered, Declined but not refunded or Wallet funding. Give a concise account of what happened and retain your case reference.

• The Bryansub transaction reference, service and provider.
• The amount, date and recipient identifier relevant to the purchase.
• The bank or payment reference for a wallet-funding problem.
• A receipt or suitably redacted proof of debit if requested. Never send your password, transaction PIN, OTP, full card number or bank-login credentials.

8. Investigation and resolution

We review the account debit, provider response and any funding evidence. We may request limited additional information needed to reconcile the case. A statement that a service was not received is considered alongside delivery records; a receipt is not the only evidence we consider.

The time needed depends on the payment method, network or biller and the nature of the issue. We will communicate the available result and any outstanding dependency. A bank refund may take additional time to appear after a refund has been authorised. No charge is imposed merely for reporting a genuine payment complaint.

Do not seek or retain two recoveries for the same loss. If a bank reversal and a wallet reversal overlap, the accounts must be reconciled so the final position reflects the actual entitlement.

9. Consumer rights and escalation

Nothing in this Policy excludes a refund, correction or other remedy that applicable Nigerian law requires. The funded-wallet restriction is a restriction on routine withdrawals and voluntary cash refunds; it is not a waiver of rights relating to a defective service, a verified payment error or other legally protected claim.

If you are not satisfied with the outcome, ask for the decision to be reviewed and retain the explanation. You may also contact your bank or payment provider where relevant, the Federal Competition and Consumer Protection Commission, another competent regulator or a court with jurisdiction.

10. Simulated transactions and policy updates

The current frontend includes simulated wallet funds and purchases. They have no real cash value and no bank refund can be made for a simulated amount. This Policy describes the treatment of enabled live services; it does not mean that a preview receipt represents money received by Bryansub.

Read this Policy with the Terms of Use. Material changes will be communicated as required, and will not retrospectively remove an existing legal remedy. Use the Contact page or account support options for questions about a specific case.