Effective: 16 September 2026
Failed purchases
If a data, airtime or bill-payment purchase is confirmed as failed and your wallet was debited, the purchase amount will be returned to your TopupNest wallet. We check the supplier’s final status before applying the refund.
Pending purchases
Pending transactions are investigated before a refund is issued because some providers complete delivery after a delay. Please avoid repeating the same purchase while the first one is pending.
Successful delivery
A service confirmed as successfully delivered to the phone number, meter number, smart card or account details supplied by the customer is generally not refundable. Always review the recipient details before confirming.
Wallet funding
If Paystack debits you but your wallet is not credited, contact us with the payment reference. We will verify the payment and credit the wallet where Paystack confirms success. Duplicate verified credits may be corrected.
Incorrect recipient details
We cannot guarantee recovery where a customer enters an incorrect but valid recipient number and the provider completes delivery. We will still provide available transaction evidence and reasonable assistance.
Requesting help
Use our Contact page and include your TopupNest account email, transaction reference, service, amount and date. Never send your password, card PIN or one-time password.