Refund Policy | Moneque

This policy explains what happens to your money when something does not work. It is short because a naira wallet has few ways to go wrong, and each of them has one answer.

1. A payment that did not go through

If a payment cannot be completed, the money stays in your balance. Where it had already left, it comes back as an entry reversing the one that took it, in full, and you can see both entries in your history.

This covers a withdrawal a bank rejects, a bill a biller cannot deliver, and anything that fails on our side or a partner's.

2. A bill that was charged but not delivered

Airtime, data, electricity and television are delivered by a third party. Where the charge is taken and the delivery does not happen, the amount is returned to your Moneque balance once the biller confirms it, and we chase that confirmation rather than leaving it to you.

Where the biller has delivered but the meter or the decoder has not updated, the money has been spent and the fix is with them. We will tell you which of the two has happened and give you the reference you need to take it up.

3. A payment to the wrong person

Before anything leaves your balance we show you the name the receiving bank, biller or Moneque account holds, and you confirm the person rather than the digits. A payment you confirmed against a correct name that turned out to be the wrong person is not something we can reverse.

Tell us anyway, and quickly. Where money has not yet been delivered we may be able to stop it. Where it has, we can ask the receiving institution, and we will tell you honestly what came of asking.

4. Money you simply want back

A balance is yours. Withdraw it to a Nigerian bank account in your own name whenever you like. That is not a refund and it does not need this policy.

5. What is not refunded

A payment that was delivered as instructed and confirmed against the name we showed you.
A bill delivered by the biller to the number you confirmed.
Money moved out of Moneque by somebody who had your PIN or your device, where you did not tell us as soon as you knew.

6. How to ask

Message us from the Help screen in the app, which attaches the entry so the first reply can be an answer, or write to support@moneque.app. Tell us what you expected to happen and what happened instead. We will tell you what we find, including when the finding is that the money arrived.

7. Changes

We may update this policy. The version here always carries the date it took effect, and a material change will be shown to you in the app before it applies.

Questions about this document? Write to support@moneque.app.