Version: 1.0 · Effective date: 25 September 2026 · Applies to: the Ayamaz Data mobile app, website operated by Ayamaz Ventures LTD ("Ayamaz", "we", "us").
This policy explains what happens to your money when an Ayamaz Data purchase does not go through, how to report a problem, and what we cannot refund. It supplements our Terms of Use and Privacy Policy.
1. How a purchase works
When you confirm a purchase with your transaction PIN, we reserve the amount in your wallet while we send the order to a network or service provider. The reserved amount is either spent (delivery confirmed) or released (delivery failed). Your wallet balance shown in the app is the balance recorded by our servers.
2. When we return your money automatically
We automatically release the reserved amount back to your Ayamaz wallet when:
- no provider could be reached or none was available to attempt your order;
- the provider clearly rejected or failed your order; or
- the provider first gave no final answer, and later confirmed that the order failed.
Reversals are credited to your Ayamaz wallet, not to a bank account or card. Reversed orders appear in your transaction history with a failed/reversed status. Any cashback or referral reward linked to a reversed order is also reversed.
3. Pending and unconfirmed orders
Some providers take time to reply. While we wait, your order is shown as pending and the amount remains reserved. We check with the provider several times over about fifteen minutes and also accept the provider's own delivery notifications.
Please read this carefully: if a provider never responds to our request at all, we wait a short verification period (currently 60 seconds) and then treat the order as successful rather than automatically refunding, because in that situation the provider has most often delivered the service even though we did not receive its reply. If you did not receive what you paid for, please report it as described in section 5 — we will investigate with the provider and, where the service was not delivered, refund the amount to your wallet. We also reconcile our records against our providers' records regularly.
Orders that remain unresolved after our automatic checks are passed to our staff for manual review, and we aim to resolve them within 3 business days.
4. What we cannot refund
Unless required by law or stated otherwise in section 5, we cannot refund:
- airtime, data, electricity tokens, cable/TV renewals, exam or result-checker PINs and similar services that were delivered — for example, credited to the recipient number, meter or smartcard you entered;
- purchases sent to a wrong or mistyped phone number, meter number, smartcard number or network, because delivery to the details you entered has already taken place;
- amounts spent where you shared your PIN or device with someone else;
- provider-side service outcomes outside our control (for example, a network's own plan restrictions or delays after successful delivery).
5. How to report a problem
- Open Transactions in the app and note the transaction reference and the time.
- Contact us within 7 days at support@ayamaz.com.ng or WhatsApp/phone on +234 813 076 2880 and include the reference, the recipient number/meter/smartcard, and what you expected.
- We will review the order, check with the provider and tell you the outcome within 3 business days. Where the service was not delivered and the order was not already reversed, we credit the amount to your wallet. Refunds above certain amounts require a second authorised staff member to approve.
6. Wallet top-up problems
Bank transfers to your dedicated virtual account are credited to your wallet after our payment partner confirms them. If your transfer has left your bank but has not been credited, contact us with your account number, amount, time and your bank's transfer reference: support@ayamaz.com.ng or +234 813 076 2880 (phone and WhatsApp). We will look into it and respond within 3 business days. Transfers made to the wrong account, or by someone else's bank error, are outside our control.
7. Cancellations
Once you confirm a purchase with your PIN it is sent for delivery immediately and cannot be cancelled in the app. You can close your account at any time (see the Privacy Policy and account deletion page); your wallet balance must be zero for closure to be completed, so contact support to settle any remaining balance first.
8. Duplicate requests
If the app or network repeats a request, our system recognises the repeated request and processes it once. If you believe you were charged twice, report it as in section 5.
9. Disputes
If you are not satisfied with our decision, you may ask for a senior review by emailing support@ayamaz.com.ng with the subject "Complaint escalation" and your reference and you may also contact the Federal Competition and Consumer Protection Commission (FCCPC) or another relevant Nigerian regulator.
10. Changes
We may update this policy. The version and effective date at the top show when it last changed; material changes will be notified in the app or on the website.
11. Contact
Ayamaz Ventures LTD · Gombe, Nigeria · support@ayamaz.com.ng · +234 813 076 2880 (phone and WhatsApp)