This Refund Policy applies to subscription fees and other payments made directly to WhatsOrder for use of the WhatsOrder platform. It does not generally apply to purchases made by customers from independent merchants using WhatsOrder.
Contents
1. Subscription Payments
WhatsOrder may offer paid subscription plans that provide merchants with access to additional features, limits or services.
Subscription fees are charged according to the plan and billing period selected by the merchant at the time of payment. Payments may be processed through third-party payment providers such as Paystack.
Merchants are responsible for reviewing the applicable plan price and features before completing payment.
2. Subscription Cancellations
A merchant may stop using a paid WhatsOrder plan or request cancellation of future subscription renewals.
Unless otherwise stated, cancelling a subscription prevents future renewal charges but does not automatically refund amounts already paid for the current billing period.
3. Refund Eligibility
Refund requests may be considered in circumstances such as:
- an accidental duplicate subscription payment;
- an incorrect amount charged because of a verified billing or technical error;
- a payment successfully deducted when WhatsOrder records show that the intended paid service was not activated because of a confirmed system error; or
- another circumstance where a refund is required by applicable law.
Refund requests are reviewed individually. Approval is not automatic merely because a request has been submitted.
4. Non-Refundable Situations
Except where applicable law requires otherwise, WhatsOrder may decline refund requests where:
- the merchant simply changes their mind after purchasing a subscription;
- the merchant no longer needs the service after purchasing it;
- the merchant fails to use available features during the paid subscription period;
- the account is restricted or suspended because of a violation of the Terms of Service ;
- the issue results from the merchant's device, internet connection, third-party service or incorrect account configuration rather than WhatsOrder;
- the merchant requests a refund after substantially using the paid service during the relevant billing period; or
- the payment relates to a sale between a merchant and the merchant's own customer rather than a payment made directly to WhatsOrder.
5. Duplicate or Incorrect Charges
If you believe that you were charged more than once for the same WhatsOrder subscription or were charged an incorrect amount, contact WhatsOrder Support as soon as possible.
Please provide enough information for us to identify the transaction, such as your account email, store name, transaction reference, payment date and amount.
Do not send card numbers, passwords, PINs, OTPs or other sensitive payment credentials to WhatsOrder Support.
6. Failed or Pending Payments
A payment may occasionally appear as pending or unsuccessful while a bank or payment processor is still confirming the transaction.
Where payment has not been successfully settled to WhatsOrder, the merchant's bank or payment provider may reverse the transaction automatically according to its own processing timelines.
If your account was debited but your WhatsOrder subscription was not activated, contact Support so the transaction can be investigated.
7. Refund Processing
Where WhatsOrder approves a refund, the refund will normally be returned through an appropriate payment channel based on the original transaction and the capabilities of the relevant payment provider.
The time required for the refunded amount to appear in a customer's account may vary depending on the bank, card issuer or payment processor.
WhatsOrder cannot guarantee the exact date on which a bank or third-party payment provider will complete its part of the refund process.
8. Merchant and Customer Transactions
WhatsOrder provides tools that allow independent merchants to display products, receive orders and communicate with their customers.
Unless WhatsOrder expressly states otherwise, WhatsOrder is not the seller of products or services offered by merchants through their stores.
Refunds for products or services purchased from a merchant are therefore generally handled directly between the customer and that merchant according to the merchant's own refund, return, cancellation and delivery policies and applicable law.
9. Chargebacks and Payment Disputes
If you believe a payment made directly to WhatsOrder is incorrect, we encourage you to contact WhatsOrder Support first so that we can investigate the issue.
Where a payment dispute or chargeback is submitted through a bank or payment provider, WhatsOrder may provide transaction records and other relevant information to the payment provider for the purpose of resolving the dispute.
Fraudulent or abusive payment disputes may result in restrictions being placed on the relevant WhatsOrder account, subject to our Terms of Service and applicable law.
10. Changes to this Policy
WhatsOrder may update this Refund Policy from time to time to reflect changes to our services, billing practices, payment providers or legal requirements.
When this policy is updated, the "Last updated" date at the top of this page will be revised.
11. Contact Us
For questions about a WhatsOrder subscription payment, cancellation or refund request, contact:
Related Policies
You should read this Refund Policy together with our Terms of Service and Privacy Policy .