Refund Policy

If a biller declines or can't complete a purchase, the full amount goes back to your Oni balance automatically and straight away. You'll see the purchase marked “Failed” in your activity.

Sometimes a biller takes longer to confirm. The purchase shows as “Pending” while we check with them. If it's confirmed as failed, you're refunded automatically. Most pending purchases are settled within minutes; if one is still pending after 24 hours, contact us and we'll resolve it.

Once a purchase succeeds, the airtime, data, electricity token or subscription has already been delivered and can't be returned, so successful purchases aren't refundable. This includes purchases sent to a phone, meter or smartcard number that was entered incorrectly. Contact us if this happens and we'll ask the biller to help, but we can't guarantee a reversal.

If you were charged for a top-up but your balance wasn't credited within 30 minutes, email us with the payment reference from Paystack. We'll either credit your balance or refund the payment to the card or account you paid from. Refunds to cards and bank accounts can take 5–10 business days to appear, depending on your bank.

If you were charged twice for the same top-up, or see a payment you didn't make, contact us immediately. Confirmed duplicate charges are refunded in full.

If you pay a pay-for-me link and the bill can't be delivered, or someone else paid for it first, your payment is refunded automatically to the card or account you paid from. The card payment fee is refunded too. If you chip in on a link and the full amount isn't reached before the link ends, or the link is cancelled, your part is refunded the same way. If more than the bill is raised because two people paid at the same moment, the extra is refunded to whoever paid last, except amounts under ₦50, which Paystack can't refund. Refunds to cards and bank accounts can take 5 to 10 business days to appear, depending on your bank. Once a bill paid through a link has been delivered, it's treated like any other successful purchase.

You can ask for any unused Oni balance to be refunded to a Nigerian bank account in your own name, for example when you close your account. We'll confirm your identity and pay it within 5 business days, unless the balance is under a fraud or legal investigation.

• Email support@oni.ng from the email address on your account.
• Include the transaction reference, date, amount and what went wrong.
• We reply within 1 business day (Monday to Friday, 9:00am – 5:00pm (WAT)).