Legal
Refund Policy
Last updated 28 August 2026
Most of what you buy on Kobora is delivered the second you pay for it — airtime lands, data activates, a meter token is issued. That makes refunds different from ordinary shopping: there is usually nothing to send back, and the question is simply whether the thing you paid for was delivered.
This page says plainly when you get your money back, how long it takes, and the cases where you will not get it back.
The rule underneath all of it. If we take your money and you do not get what you paid for, you get your money back. If you get what you paid for, you do not.
1. Failed transactions
A transaction fails when we charge your wallet and the biller does not deliver — no airtime, no data, no token, no eSIM.
- Where the failure is returned to us straight away, your wallet is credited automatically, usually within seconds. You do not need to ask.
- Where the biller leaves the transaction pending, we hold it until they settle it. Most resolve within minutes; a few take up to 24 hours.
- If it is still unresolved after 24 hours, contact Support. We raise it with the biller and refund you once it is confirmed undelivered, or sooner where we can carry the cost ourselves.
Refunds for failed transactions go back to your Kobora wallet, not to your bank. From there you can spend the balance or withdraw it.
2. Wallet funding that did not arrive
If you transferred money to your Kobora account number and your balance did not move:
- Give it up to one hour. Bank transfers in Nigeria sometimes settle late, and most arrive on their own.
- If it has still not arrived, send Support your proof of payment — the receipt or session ID from your bank.
- We trace it with our payment partner and credit you once it is located. Tracing a transfer that never reached us depends on your bank, so this can take up to seven working days.
Money you never sent, or sent to an account that is not yours, cannot be credited by us.
3. Withdrawals to your bank
If a withdrawal is debited but does not reach your bank account, it is either still in flight or it has been rejected. A rejected withdrawal is returned to your Kobora wallet automatically. If neither has happened within 24 hours, contact Support with the date, amount and destination account.
4. What is not refundable
These are delivered exactly as instructed, so there is nothing to reverse:
| Situation | Why not |
|---|---|
| You typed the wrong phone number and the airtime or data was delivered to it | It went where you sent it. We cannot recall it. We can tell you the number it reached so you can try to reach the owner. |
| You entered the wrong meter, smartcard or betting ID and it was credited | Same reason. Some billers will move a wrongly credited amount — we will ask on your behalf, but they decide, not us. |
| You bought the wrong data plan, bundle or eSIM and it activated | Activation is the delivery. Check the plan before you confirm. |
| You changed your mind after delivery | Digital goods delivered on the spot are not returnable. |
| An eSIM you never installed, after its validity ran out | The plan was issued and its clock started. Install it promptly. |
| A transaction found to be fraudulent, or made with funds that were not yours | We freeze it and cooperate with the bank and the authorities instead of refunding. |
Where a biller does agree to reverse a mistaken payment, we pass the money back to your wallet in full as soon as we receive it.
5. Airtime to cash
Once you send airtime to the number we give you, the transfer is complete on the network and cannot be undone. We pay you the agreed value after we confirm receipt.
- If you send more than the amount you declared, we pay for the amount we actually receive.
- If you send less, we pay for what arrived.
- If you send to a number we did not give you, we cannot pay you and cannot recover it.
- If we cannot confirm receipt, we ask you for the network's confirmation message before settling.
6. Charges and fees
Where a transaction is refunded because it failed, any Kobora charge on it is refunded with it. Charges on transactions that were delivered are not refundable. Third-party costs already incurred — a bank's own transfer charge, for instance — cannot be returned, because we no longer hold them.
7. How to raise a dispute
- Open Support in the Kobora app, or email [email protected].
- Give us the date, amount and reference of the transaction, and what you expected to happen. The reference is on the receipt in your transaction history.
- We acknowledge within 24 hours.
- We resolve most disputes within 3 working days. Where a biller or bank has to be involved it can take up to 14 working days, and we will tell you if yours is one of those.
Raise a dispute within 90 days of the transaction. After that, records at the biller may no longer be retrievable.
If you are not satisfied with our decision, ask for it to be escalated. If it is still unresolved, you may take the matter to the Central Bank of Nigeria's consumer protection channels.
8. Account closure
Withdraw your balance before you delete your account. Deleting an account does not pay out what is in it, and recovering a balance afterwards requires identity checks that take time. If an account is closed with money still in it, the funds remain yours and we will return them to a bank account in your name once you have verified who you are.
9. Changes to this policy
When we change this policy we update the date at the top. Changes apply to transactions made after that date, never retroactively to a dispute already raised.
10. Contact
Email [email protected], or open Support in the Kobora app.