Naija Tax Guide | BMS SparkVision Hub

Refund Policy

Review refund eligibility, duplicate-charge handling, failed activation steps, and the fastest route when a billing result looks wrong.

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Refunds are reviewed, not automatic

Because Naija Tax Guide is a digital-access service, refund approval depends on payment evidence, activation state, plan outcome, credit usage, and whether usable value has already been delivered.

Before you request a refund review

Account-specific billing questions need a payment reference and a logged-in support trail.

Review the visible plan, payment reference, activation state, credit balance, and receipt details in Billing where available. If money was debited but access did not update, open a support ticket with the Paystack reference, amount, date, plan selected, and the result you saw after checkout.

Fastest next step

Choose the path that matches the billing problem instead of opening a vague support ticket.

Duplicate charge

Use this when the same card, bank account, or payment route appears to have been billed more than once for the same intended payment.

Wrong plan activated

Use this when payment was successful but the visible plan does not match the one you intended to buy.

Payment successful but access failed

Use this when checkout completed but activation, credits, renewal, or access did not reflect correctly.

Refund review request

Use this when you believe the transaction falls inside the refund-review rules on this page.

Situations that may qualify for refund review

These are review scenarios, not guaranteed approvals.

Duplicate payments or duplicate billing for the same intended service item.
Technical activation failure after a successful payment.
Money debited but Paystack or the platform did not confirm the intended outcome.
Clear platform-side billing or processing error that blocked the purchased access.

Situations generally not refundable

These usually fail refund review once value has already been consumed correctly.

Used subscription time or an already-consumed access window.
Correct plan activation followed by change of mind.
Requests where the purchased service was delivered as described.
Top-up credits that were successfully delivered and then consumed.

Failed or pending payment

A failed payment should not change plan access unless successful confirmation is later received.

If Paystack does not confirm a successful payment, subscription access and top-up credits may remain unchanged. If your bank shows a debit but the app still shows no activation, wait for payment confirmation where applicable and then open Support with the reference and evidence.

Do not repeat large payments several times without checking the Billing page and support route first, especially where a bank debit already appears.

Refund review window

Requests should be made quickly while payment evidence is still easy to confirm.

Eligible refund-related concerns should normally be raised within 3 days of payment. Later requests may still be reviewed in unusual cases, but approval becomes harder when billing evidence, activation state, credit usage, or provider-side timing can no longer be confirmed clearly.

Before you contact support

These checks help reduce back-and-forth and speed up review.

Open Billing and confirm the latest visible payment reference matches the transaction you are reporting.
Check whether the visible plan and credit balance already updated before opening a refund-related ticket.
Keep receipts, debit alerts, Paystack references, and the selected plan name available.
For duplicate-charge concerns, mention both references if more than one payment was captured.