At DirectCoupon, we are committed to providing reliable bill payment services. This Refund Policy explains when and how refunds are processed for transactions made on our platform.
Automatic Refunds
Failed transactions are automatically refunded to your wallet within minutes. No action is required on your part.
1. Automatic Refunds (Failed Transactions)
If a transaction fails for any reason, the full amount is automatically credited back to your DirectCoupon wallet. Common reasons for automatic refunds include:
Network timeout or service unavailability
Invalid meter number, smartcard number, or phone number
Insufficient balance at the time of processing
Service provider rejection
Technical errors during transaction processing
You will receive a notification confirming the failed transaction and the refund to your wallet.
2. Successful Transactions
Important
Once a transaction is confirmed as successful by the service provider (airtime delivered, data activated, token received, cable subscribed, exam PIN delivered), it is considered final and is not eligible for a refund.
Successful transactions include:
Airtime: Airtime has been credited to the recipient's phone
Data: Data plan has been activated on the recipient's line
Electricity: Token has been generated and displayed/delivered
Cable TV: Subscription has been activated on the smartcard
Exam PINs: PIN has been generated and displayed
3. Wallet Funding Refunds
If you experience an issue with wallet funding (e.g., your bank account was debited but your wallet was not credited):
We will investigate and resolve within 24–72 hours
If the funding is confirmed, your wallet will be credited accordingly. If the funding cannot be confirmed, we will work with our payment processor to trace and resolve the issue.
4. Disputed Transactions
If you believe a transaction was processed incorrectly or you did not receive the expected service:
Check Transaction Status: Go to your Transaction History to verify the status of the transaction.
Contact Support: Email support@directcoupon.com.ng with your transaction reference and a description of the issue.
Investigation: We will investigate the transaction with the relevant service provider.
Resolution: If the service was not delivered, a refund will be processed to your wallet within 24 hours of confirmation.
5. Refund Processing
All refunds are processed as follows:
Method: Refunds are credited directly to your DirectCoupon wallet
Timeline: Automatic refunds (failed transactions) occur within minutes. Manual refunds (disputed transactions) are processed within 24 hours of confirmation
Notification: You will receive an in-app notification and email confirmation when a refund is processed
6. Non-Refundable Situations
No Refund
Refunds will not be issued in the following cases:
Successful transactions where the service was delivered as expected
Incorrect information provided by you (wrong phone number, meter number, smartcard number, etc.)
Change of mind after a successful transaction
Requests made more than 30 days after the transaction date
Services purchased from third-party platforms
7. Wallet Balance Refund
If you wish to close your account and withdraw your wallet balance: