Refund Policy

Funds added to your wallet balance are non-refundable once credited, except where required by law or where a payment was charged in error (e.g. duplicate charge, failed top-up that still deducted from your bank/card). Report payment errors within 7 days using our Contact page, including your transaction reference.

• If an order fails to start or is confirmed by the provider as non-delivered, the order amount is refunded to your wallet balance automatically or upon review.
• If an order partially delivers (e.g. drops after delivery, which is common with some engagement types), we will refund the undelivered portion where our provider confirms and covers it — this varies by service and is noted on the service description where applicable.
• Orders cannot be refunded once fully delivered as described, or if they failed because of incorrect information you provided (wrong link, private/locked account, wrong username, etc.).
• We do not refund for a platform's own moderation action (e.g. the platform removing followers/views as part of its own cleanup) once delivery was confirmed on our end.

• If a VTU transaction fails at the provider level (e.g. no airtime/data credited, no token generated) and this is confirmed by the provider, the amount is refunded to your wallet automatically or upon review.
• We are not able to reverse a VTU transaction that was successfully delivered to the phone number, meter number, or smart card/IUC number you entered — please double-check these details before confirming an order.

Contact us via the Contact page with your order/transaction reference, the service ordered, and a description of the issue. We aim to review refund requests within a few business days.

Please contact us before filing a chargeback with your bank or card issuer — most issues can be resolved faster directly with us. Accounts with fraudulent or abusive chargebacks may be suspended.

Questions about this policy? Reach us at deoracle@deoracle.com.ng or via our Contact page.