Refund & Cancellation Policy

If a biller or bank rejects a payment, it fails automatically and the full amount (including any fee) is released back to your Paya wallet — usually instantly, and always within 24 hours. Failed payments are clearly marked in your activity.

Because failed amounts return to your wallet, you can immediately retry the payment or withdraw them to your bank account.

Occasionally a biller is slow to confirm, and a payment stays in “processing” or “pending”. Your money is held securely for that payment and is not lost.

If a biller ultimately rejects it, the payment is reversed to your wallet automatically. If a payment is still pending after a few hours, open a support ticket with your receipt reference and we will chase it with the provider.

Paya automatically blocks accidental repeats: identical payment details submitted again within a short window are detected and stopped before your wallet is charged a second time.

If a genuine duplicate still goes through (for example, for the same meter twice with intent), prepaid values like meter tokens that were already generated cannot be reversed — but the token remains valid and usable.

Payments are authorised by you after we show you the verified account name or verified customer. If you confirm wrong details, the payment is treated as authorised, and we cannot force a third party to return it.

For transfers, this is why we show the bank-verified account name before you confirm — always read it. If you realise a mistake quickly, contact support immediately; we will do everything we legitimately can, but recovery is not guaranteed.

Once a prepaid value — airtime, data, an electricity token, a TV subscription or an exam PIN — has been delivered successfully, it cannot be cancelled or refunded, because the value has been consumed or issued to you.

If the value never arrives (the payment fails), the refund in section 1 applies and your wallet is made whole.

Funds you transfer into your Paya wallet belong to you and can be withdrawn back to your own verified bank account at any time. Withdrawals are processed to bank accounts, and a failed withdrawal is returned to your wallet automatically.

You usually do not need to: failures reverse automatically. For anything else, open a support ticket in the app or use the website contact form within 14 days of the payment, including the receipt reference (it starts with PAYA-).

You can also email support@paya.ng. We respond within 24 hours, Monday to Saturday.

Wallet reversals: instant to 24 hours. Bank-side recovery on wrong-recipient transfers: depends entirely on the receiving bank and cannot be promised. Bill-provider disputes: up to 7 working days, and we keep you updated at every step.

Any question about a payment: support@paya.ng or in-app support — a real human reads every ticket.