This Refund Policy explains when a refund or reversal applies to a transaction made on eClinton Pay, operated by eClinton Enterprise. As a general principle, a transaction that is successfully delivered by the relevant Third-Party Provider is final and non-refundable; a transaction that fails, is duplicated, or is not delivered due to an error on our part is eligible for reversal or refund as described below.
Airtime purchases are generally non-refundable once the airtime has been confirmed as successfully delivered to the recipient number. If airtime was not delivered but your Wallet or payment method was debited, the transaction will be automatically reversed, typically within 24 hours; if it is not, contact support with your transaction reference.
Data bundle purchases are non-refundable once the bundle has been successfully activated on the recipient number. If a bundle was paid for but not activated due to a system or network error on our part, we will investigate and issue a refund or re-attempt delivery once confirmed.
Refunds for electricity bill payments (prepaid tokens or postpaid settlement) are only issued where the payment is confirmed by the electricity distribution company as failed, not delivered, or not applied to the meter/account provided. Where a token was generated and delivered but you entered an incorrect meter number, we are unable to issue a refund, as the token remains valid and usable on the meter it was generated for.
Refunds for cable TV subscription payments apply only to confirmed failed or duplicate payments. Once a subscription has been successfully applied to the smart card or IUC number provided, the transaction is final.
Examination PINs are non-refundable once successfully generated and delivered, as the PIN is immediately valid for use. An exception applies where a system-related issue on our part results in an invalid, duplicate, or undelivered PIN, in which case we will issue a replacement PIN or a full refund.
If you fund your Wallet and the transaction fails on the payment processor's side but your bank account or card was still debited, the funds are typically reversed automatically by the payment processor within a few business days. If your Wallet has not been credited and you do not receive an automatic reversal within the expected timeline, contact us with your payment reference and we will investigate with the relevant payment processor on your behalf.
If you believe you have been charged twice for the same transaction, contact support with both transaction references. We will investigate with the relevant Third-Party Provider to confirm whether a duplicate charge occurred, and where confirmed, the duplicate amount will be refunded to your Wallet or original payment method.
Where a transaction fails outright (for example, a Third-Party Provider is unable to process it), any amount debited is expected to reverse automatically to your Wallet within 24 hours. Where a failure is identified on payment infrastructure outside our systems, resolution may take longer while we coordinate with the relevant provider; we will keep you informed of progress.
If you initiate a chargeback with your bank or card issuer for a transaction that was successfully delivered, we reserve the right to contest the chargeback with supporting evidence of delivery, and may suspend your account pending resolution. We encourage you to contact our support team directly before initiating a chargeback, as this is typically faster to resolve.
To report a transaction dispute, contact us at contact@pay.eclinton.com with your transaction reference, the date and amount of the transaction, and a description of the issue. We aim to acknowledge disputes within 24 hours and provide a resolution or status update within 5 business days.
Refunds to your Wallet are typically processed within 24 hours of confirmation. Refunds to an external bank account or card, where applicable, may take between 3 and 10 business days to reflect, depending on your bank or card issuer's processing times, which are outside our control.
Before confirming any payment, you are responsible for verifying that the phone number, meter number, smart card/IUC number, or other recipient detail you have entered is correct, and that the customer name displayed (where shown) matches the intended recipient. eClinton Enterprise is not able to reverse a successfully delivered transaction that was sent to an incorrect but valid destination due to an error in the details you provided.
To request a refund or report a transaction issue, please contact:
eClinton Enterprise
Flat 2, No. 3F Close, Uratta by Express Road, Port Harcourt–Enugu Expressway, Osisioma LGA, Abia State, Nigeria.
Phone / WhatsApp: +234 806 997 0450
Support Email: contact@pay.eclinton.com
Alternative Email: rufusclintonmail@gmail.com