Billing, Wallet & Payment Policy
Table of Contents
Introduction
This Billing, Wallet & Payment Policy (“Policy”) governs payments, wallet funding, wallet balances, order deductions, transaction verification, payment errors, refunds, reversals, chargebacks, promotional credits, currency conversion and related financial transactions conducted through Sizzle Social.
This Policy applies to all persons and organisations that fund, maintain or use a Sizzle Social account or wallet, make payments to Sizzle Social, purchase services through Sizzle Social, receive credits or refunds, use payment-related functionality, or otherwise participate in a transaction processed in connection with the Platform.
This Policy forms part of the contractual framework governing the use of Sizzle Social and is incorporated by reference into the Terms of Service.
It shall be read together with the:
any service-specific or payment-specific terms disclosed before a transaction is completed.
Nothing in this Policy shall exclude, limit or waive any right or remedy that cannot lawfully be excluded under applicable law.
Definitions
For the purposes of this Policy:
“Account”
means a registered Sizzle Social user account through which services, wallet balances, payments, transactions or other Platform functions may be accessed.
“Available Balance”
means the portion of a Wallet Balance that is not subject to an active order, payment hold, dispute, reversal, fraud investigation or other restriction and is available for eligible purchases through Sizzle Social.
“Billing Record”
means any invoice, receipt, wallet ledger entry, payment record, transaction history, refund record, order deduction or similar accounting information maintained in connection with a User’s transactions.
“Business Day”
means a day other than Saturday, Sunday or an official public holiday in the Federal Republic of Nigeria.
“Chargeback”
means a reversal or attempted reversal of a payment initiated through a bank, card issuer, payment scheme, Payment Provider or other financial institution following a payment dispute.
“Committed Balance”
means Wallet Balance that has been allocated to an active, pending or processing Order and is therefore unavailable for separate use until the Order is completed, cancelled, reversed or otherwise resolved.
“Customer-Funded Balance”
means Wallet Balance attributable to money actually paid by or on behalf of a User and successfully received and credited by Sizzle Social, excluding Promotional Credit or value otherwise issued without equivalent monetary consideration.
“Digital Asset Payment”
means a payment made through a supported cryptocurrency, stablecoin or other digital-asset payment channel made available through an approved Payment Provider.
“External Refund”
means a refund of eligible monetary value outside the Sizzle Social Wallet, ordinarily through the original payment route or another verified payment destination where permitted under the Refund Policy.
“Manual Bank Transfer”
means a payment made directly to bank details displayed or otherwise officially designated by Sizzle Social which requires manual or semi-automated confirmation.
“Order”
means a request submitted through Sizzle Social for the purchase or provision of a Service.
“Payment”
means any monetary transfer initiated in connection with funding a Sizzle Social Wallet, purchasing a Service, settling an amount due or otherwise paying Sizzle Social.
“Payment Provider”
means a bank, payment gateway, payment processor, card network, virtual-account provider, cryptocurrency processor, financial institution or other third-party provider involved in processing, receiving, settling, reversing or refunding a Payment.
“Pending Payment”
means a transaction that has been initiated but has not yet been finally confirmed, settled or reconciled as successfully received by Sizzle Social.
“Promotional Credit”
means non-cash Wallet Balance issued by Sizzle Social without an equivalent customer payment, including bonuses, promotional credits, rewards, complimentary credits, certain cashback benefits or other promotional value.
“Refund Credit”
means value restored to a Wallet following a refund, cancellation, failed Order, partial Order or another approved adjustment.
“Reversal”
means the return, cancellation or reversal of a Payment or Wallet transaction by Sizzle Social, a Payment Provider, bank or other authorised participant.
“Service”
means any service, product, digital product, API transaction or other offering purchased or made available through Sizzle Social.
“Sizzle Social”, “we”, “us” or “our”
means the Sizzle Social platform operated under Sizzle Digital Technologies.
“Transaction”
means any Wallet funding, Payment, Order deduction, Wallet adjustment, refund, reversal, credit, debit, chargeback or related financial entry.
“User”, “customer”, “you” or “your”
means an individual or organisation accessing or using Sizzle Social.
“Wallet”
means the internal account ledger maintained by Sizzle Social for recording eligible prepaid value, Promotional Credit, refunds, deductions and related transactions associated with a User Account.
“Wallet Balance”
means the aggregate balance displayed within a User’s Wallet, subject to the classification, availability and restrictions provided under this Policy.
Interpretation
Headings are included for convenience and shall not affect the interpretation of this Policy.
References to a payment being “received” by Sizzle Social mean that the relevant funds have been successfully confirmed or settled to Sizzle Social or its authorised collection arrangement and are not merely shown as debited, pending or initiated by the payer’s financial institution.
Where this Policy refers to an action being taken “where reasonably practicable”, “where technically available”, “where applicable” or using similar language, the provision shall be interpreted having regard to the relevant payment method, Payment Provider, transaction status, applicable law, fraud risk and technical capability.
Nature of the Sizzle Social Wallet
Purpose of the Wallet
The Sizzle Social Wallet is an internal prepaid balance mechanism established for the principal purpose of facilitating purchases and transactions within the Sizzle Social Platform.
A Wallet permits eligible value to be credited to a User Account and subsequently applied towards Services made available through Sizzle Social.
Funding a Wallet does not, by itself, constitute the purchase of a specific Service.
A separate purchase occurs when Wallet Balance is subsequently allocated to an Order.
The Wallet Is Not a Bank Account
The Wallet is not offered or represented by Sizzle Social as:
a bank account;
current account;
savings account;
investment account;
deposit account;
interest-bearing account;
general-purpose money-transfer account; or
independent financial-storage service.
Sizzle Social does not pay interest on Wallet Balance.
No provision of this Policy creates a debtor-creditor relationship equivalent to a regulated bank deposit except to the extent that applicable law independently characterises a particular obligation in that manner.
The Wallet exists primarily to facilitate transactions for Services available through Sizzle Social.
No General Money-Transfer Function
The Wallet shall not be used principally for transferring funds between persons or for moving money through Sizzle Social without a genuine connection to use of the Platform.
Unless a specific functionality expressly provides otherwise, Wallet Balance may not be:
transferred from one User Account to another;
assigned to another User;
sold;
traded;
exchanged privately;
pledged as security;
used as collateral; or
converted into cash merely on demand as though the Wallet were a banking product.
This restriction does not prevent a lawful External Refund under the Refund Policy.
No General Withdrawal Right
The existence of Customer-Funded Balance does not convert the Wallet into a general cash-withdrawal facility.
A distinction shall be maintained between:
(a) a withdrawal, being an attempt to cash out Wallet Balance simply because the User wishes to remove funds from the Platform; and
(b) a refund, being the return of eligible funds pursuant to the Refund Policy, applicable consumer rights, a duplicate payment, failed Order, cancelled transaction, unused customer funding or another recognised refund basis.
Eligible Customer-Funded Balance may be refundable in accordance with the Refund Policy.
Promotional Credit and other non-cash value shall not ordinarily be withdrawable or externally refundable.
No Interest or Investment Return
Wallet Balance shall not accrue:
interest;
yield;
dividends;
investment return;
appreciation; or
any other financial return merely by remaining in a Wallet.
No representation by any person shall be construed as converting Wallet Balance into an investment product.
Wallet Balance Classification
Customer-Funded Balance
Customer-Funded Balance shall consist of value traceable to funds successfully paid to and received by Sizzle Social or an authorized collection arrangement on behalf of the relevant User.
Customer-Funded Balance may be used for eligible purchases and may qualify for External Refund where the requirements of the Refund Policy are satisfied.
Promotional Credit
Promotional Credit may include:
signup bonuses;
reward credits;
account-tier benefits;
referral rewards;
goodwill credits;
coupon-derived value;
promotional cashback;
complimentary balance; and
other credits designated as promotional or non-cash value.
Promotional Credit:
shall ordinarily be usable only for eligible Sizzle Social purchases;
shall not ordinarily be redeemable for cash;
may be subject to service restrictions, expiry conditions or campaign terms disclosed when issued;
may be reversed where obtained through fraud, error or abuse; and
may be treated separately from Customer-Funded Balance for refund purposes.
Refund Credit
Where an Order is cancelled, fails or otherwise qualifies for a Wallet refund, the affected value may be restored as Refund Credit.
The legal character of such Refund Credit shall ordinarily follow the source of the value from which the relevant Order was originally funded.
Accordingly:
Customer-Funded Balance restored following a failed Order may remain attributable to customer-funded money; while
Promotional Credit restored following a failed Order shall ordinarily remain Promotional Credit.
A Wallet refund shall not automatically transform Promotional Credit into externally refundable cash.
Mixed Balances
A Wallet may contain more than one category of value.
The amount displayed as the aggregate Wallet Balance shall not, by itself, establish the amount eligible for External Refund.
Sizzle Social may rely upon the underlying Wallet ledger to identify:
Customer-Funded Balance;
Promotional Credit;
Refund Credit;
committed amounts;
spent amounts;
reversals;
disputed value;
erroneous credits; and
other adjustments.
Available and Committed Balance
Once value is allocated to an Order, the relevant amount may cease to form part of the Available Balance and become Committed Balance.
Committed Balance shall remain unavailable for unrelated purchases while the corresponding Order remains active or unresolved.
If the Order is completed, the amount shall be treated as spent.
If the Order is cancelled, reversed or otherwise qualifies for restoration, the applicable amount may be returned to the Wallet in accordance with the Refund Policy.
Payment Methods
Supported Payment Methods
Sizzle Social may make one or more payment methods available from time to time.
Such methods may include, where currently supported:
card payments;
bank transfers;
virtual-account payments;
payment gateways;
Manual Bank Transfers;
approved Digital Asset Payments; or
other payment channels made available through the Platform.
The availability of a payment method at one time shall not constitute a contractual obligation to continue supporting that method indefinitely.
Sizzle Social may introduce, restrict, suspend or discontinue a payment channel where reasonably necessary.
Official Payment Channels
A Payment shall be regarded as an authorized Sizzle Social payment only where it is made through:
the payment options displayed in the User’s Sizzle Social Account;
bank details officially presented by Sizzle Social;
an authorised Payment Provider;
an officially generated virtual account; or
another payment route expressly designated by Sizzle Social.
Sizzle Social shall not be responsible for funds voluntarily sent to:
an unofficial personal account;
an outdated payment destination after replacement has been clearly communicated;
an impersonator;
an unauthorised agent; or
another destination not designated by Sizzle Social,
except to the extent that the loss is legally attributable to Sizzle Social.
Changes to Payment Channels
Payment channels may be changed, temporarily disabled or replaced due to:
Payment Provider changes;
technical issues;
maintenance;
compliance requirements;
fraud concerns;
currency restrictions;
operational changes; or
other legitimate business reasons.
A User shall rely on the payment details displayed through the official Platform at the time of payment.
Previously used bank details or payment addresses shall not be assumed to remain valid indefinitely.
Authorization & Payment Ownership
Payment Authorisation
By initiating a Payment, the payer represents and warrants that:
the Payment has been authorised;
the payer is entitled to use the relevant payment instrument or account;
the funds are not derived from unlawful activity;
the transaction information supplied is materially accurate; and
the Payment is not being initiated for a fraudulent or prohibited purpose.
Payments Made by Third Parties
A Sizzle Social Account may, in some circumstances, receive funding paid by a person other than the registered Account holder.
Acceptance of such a Payment shall not establish that the Account holder owns the payer’s bank account, card or payment instrument.
Where a refund, dispute or ownership issue subsequently arises, Sizzle Social may require evidence concerning:
the identity of the Account holder;
the identity of the payer;
authorisation for the Payment;
the originating payment account;
the relevant Transaction; and
entitlement to the requested refund.
Sizzle Social may withhold an External Refund until conflicting payment claims have been reasonably resolved.
Refunds Where the Payer and Account Holder Differ
Where a Payment was made by a third party, an approved External Refund shall ordinarily be returned to the original payment source where technically available and appropriate.
The Account holder shall not automatically be entitled to redirect another person’s Payment to an unrelated bank account merely because the Wallet was credited to the Account holder’s Sizzle Social Account.
This provision is intended to prevent:
fraud;
misappropriation;
money laundering;
unauthorised diversion; and
disputes between Account holders and payers.
Funding The Wallet
Wallet Funding
A Wallet shall be credited only after Sizzle Social receives satisfactory confirmation that the corresponding Payment has been successfully received or settled.
A screenshot, debit alert or customer-generated receipt shall not by itself constitute conclusive evidence that funds were finally received.
Sizzle Social may rely on:
Payment Provider confirmation;
bank records;
transaction references;
settlement records;
API confirmations;
reconciliation reports; and
other reliable payment evidence.
Funding Limits
Sizzle Social may impose:
minimum funding amounts;
maximum funding amounts;
per-transaction limits;
daily or periodic limits;
payment-method limits; or
account-specific limits.
Applicable limits may vary by payment method, account status, currency, Payment Provider, compliance requirements or risk profile.
Any applicable limit displayed before a Payment forms part of the conditions governing that transaction.
Crediting Time
Wallet funding may be credited:
automatically;
following webhook or payment-provider confirmation;
after payment reconciliation;
following manual verification; or
by another authorised confirmation process.
The time between Payment initiation and Wallet credit may vary depending on the payment route.
A Payment shall not be considered conclusively missing merely because an automatic Wallet credit does not occur immediately.
Card & Payment-Gateway Transactions
Payment Gateway Processing
Card and other gateway payments may be processed by independent Payment Providers.
Sizzle Social may transmit transaction information necessary to initiate or reconcile such Payments but need not directly receive or store all payment-card credentials entered into the Payment Provider’s systems.
The relevant Payment Provider may apply its own:
transaction controls;
authentication requirements;
limits;
fraud checks;
settlement rules;
refund processes; and
privacy terms.
Payment Authentication
A Payment Provider may require:
OTP verification;
3-D Secure authentication;
bank authorisation;
PIN entry through the provider’s authorised interface;
device verification; or
another security measure.
Sizzle Social shall never require a User to send a banking OTP, card PIN or online-banking password to Sizzle Social support staff for the purpose of funding or refunding a Wallet.
Payment Provider Declines
A Payment may be declined by a Payment Provider or financial institution for reasons outside Sizzle Social’s direct control.
A decline shall not create a Wallet credit unless the Payment is subsequently confirmed as successfully received.
Bank Transfers & Virtual Accounts
Bank Transfer Payments
Where bank transfer is supported, funds shall be sent only to the bank details officially provided for that Payment method.
The User bears responsibility for accurately entering:
account number;
bank;
amount;
transaction reference where required; and
other payment instructions displayed by Sizzle Social.
A transfer to an incorrect third-party account may not be recoverable by Sizzle Social.
Virtual Accounts
Where Sizzle Social provides a virtual account for payment purposes, such virtual account may be:
uniquely assigned to a User;
assigned to a transaction;
issued through a Payment Provider; or
subject to limits and conditions imposed by the underlying provider.
A virtual account shall be used only for legitimate Sizzle Social transactions.
The existence of a virtual account does not establish that Sizzle Social is a deposit-taking institution.
Incorrect Virtual Account Payments
Where funds are transferred to an expired, incorrect, deactivated or unrelated virtual account, reconciliation may require additional investigation.
Credit shall depend upon confirmation that Sizzle Social or its authorised Payment Provider actually received the relevant funds for the benefit of the User.
Manual Bank Transfers
Manual Transfer Procedure
Where Manual Bank Transfer is available, the User shall comply with the official confirmation procedure made available through Sizzle Social.
The required process may include:
initiating the transfer to the designated bank account;
submitting the payment confirmation through the Sizzle Social dashboard;
providing the transaction reference;
providing the amount and date;
uploading proof of payment where requested; and
awaiting verification.
An informal message sent by WhatsApp, social media or another unofficial channel shall not substitute for the designated confirmation process unless Sizzle Social expressly accepts that method for the transaction concerned.
Verification of Manual Transfers
Manual transfer evidence may be verified against bank or transaction records before the Wallet is credited.
Sizzle Social may reject or hold a manual funding request where:
payment cannot be located;
the amount does not correspond with the claim;
the receipt appears altered;
the transaction remains pending;
the payment was reversed;
the reference is invalid;
another User has claimed the same Payment; or
additional verification is reasonably necessary.
False Payment Evidence
Submission of:
fabricated receipts;
altered transfer screenshots;
false transaction references;
recycled payment evidence;
duplicated evidence; or
other materially false payment information
constitutes a serious violation of this Policy and the Acceptable Use Policy.
Sizzle Social may:
reject the funding request;
restrict the relevant Account;
preserve evidence;
investigate related Accounts;
reverse erroneous credits;
notify an affected Payment Provider; and
take any additional action permitted by applicable law.
Digital Asset Payments
Digital Asset Payment Channels
Where Sizzle Social makes a Digital Asset Payment option available, such Payment may be processed through an independent digital-asset Payment Provider.
The availability of such a method shall not constitute a representation by Sizzle Social that any digital asset constitutes legal tender, an investment product or a guaranteed store of value.
Blockchain Finality
Digital Asset Payments may become irreversible once confirmed on the relevant blockchain or by the Payment Provider.
The payer shall be responsible for ensuring that:
the correct asset is used;
the correct network is used;
the correct payment destination is used;
the correct amount is transmitted; and
any payment instructions are followed.
Sizzle Social may be unable to recover assets sent:
through an unsupported blockchain;
to an incorrect address;
using an unsupported token; or
otherwise contrary to clearly displayed payment instructions.
This provision does not exclude liability where the incorrect instruction originated from Sizzle Social itself.
Digital Asset Refunds
Where an External Refund relates to a Digital Asset Payment, the refund mechanism may depend upon the capabilities of the Payment Provider.
The refunded amount may be determined by reference to:
the original transaction denomination;
amount actually received;
applicable service value;
conversion methodology;
transaction status;
Payment Provider rules; and
network or processing costs where lawfully applicable.
Market price movements occurring after the original Payment do not, by themselves, entitle either party to speculative gains.
Pending, Failed & Reversed Payments
Pending Payments
A Payment designated as pending shall not be treated as finally settled until appropriate confirmation is received.
Sizzle Social may delay Wallet credit while awaiting:
bank settlement;
gateway verification;
confirmation from a Payment Provider;
resolution of a processing error; or
reconciliation.
Customer Debited but Wallet Not Credited
Where a payer’s bank or Payment Provider reflects a debit but Sizzle Social has not received or confirmed the corresponding funds, the matter shall first be treated as a payment-reconciliation issue.
Sizzle Social may request sufficient information to identify the Payment, including:
transaction reference;
amount;
date;
payment route;
payer information; and
evidence of the transaction.
If the Payment is subsequently confirmed as received, Sizzle Social shall determine whether to:
credit the Wallet;
apply the Payment to the intended transaction; or
refund the Payment where appropriate.
If the Payment was never received by Sizzle Social, any reversal due from the payer’s financial institution remains subject to the processes and obligations applicable to that institution.
Failed Payments
A failed Payment shall not create an entitlement to Wallet Balance unless funds were actually received by Sizzle Social.
Where a failed Payment is nevertheless settled to Sizzle Social at a later time, the transaction shall be reconciled appropriately.
Automatic Reversals
A Payment may be reversed automatically by a bank, Payment Provider or payment network.
Where the payer has already received a reversal, no duplicate refund shall be payable by Sizzle Social for the same amount.
Delayed Settlement
Settlement delays caused by banks, card networks, Payment Providers or other financial infrastructure shall not constitute receipt by Sizzle Social until the relevant funds are actually confirmed.
Sizzle Social shall nevertheless provide reasonable assistance in locating a Payment where sufficient transaction information has been supplied.
Duplicate, Excess & Incorrect Payments
Duplicate Payments
Where substantially identical Payments are received more than once in error, Sizzle Social may:
credit each confirmed Payment;
identify the duplicate amount;
permit use of the additional Customer-Funded Balance; or
refund eligible unused duplicate value in accordance with the Refund Policy.
Sizzle Social shall not knowingly retain duplicate payment value contrary to applicable legal obligations.
Excess Payments
Where more money is received than the amount required for a particular transaction, the excess may, depending on the payment method and circumstances:
be credited to the Wallet;
remain subject to reconciliation; or
be returned to the payer.
Any excess amount credited to the Wallet shall remain subject to the classifications established under this Policy.
Underpayments
Where a Payment is less than the amount required for the intended transaction, Sizzle Social may:
credit only the amount actually received;
require payment of the outstanding difference;
leave the intended transaction incomplete; or
apply another reasonable reconciliation process.
Sizzle Social is not required to credit a Wallet with an amount greater than the value actually received.
Wrongfully Received Funds
Where Sizzle Social receives funds that were demonstrably transferred in error and the funds have not lawfully become payable to Sizzle Social, the matter may be investigated and, where appropriate, the funds returned through a verified payment route.
Any return shall be subject to reasonable verification designed to ensure that funds are not released to an incorrect claimant.
Erroneous Wallet Entries
Erroneous Credits
A technical, clerical, payment-provider or system error that causes Wallet Balance to be credited without a corresponding entitlement shall not confer an unconditional right to retain or spend that value.
Sizzle Social may correct an erroneous Wallet credit.
Where the erroneous amount has already been spent, Sizzle Social may:
create a negative balance;
offset future Wallet funding;
restrict additional purchases;
request repayment; or
take other reasonable recovery measures.
Erroneous Debits
Where Sizzle Social incorrectly deducts Wallet Balance, the affected ledger entry shall be investigated and corrected where the error is verified.
Correction may occur through:
Wallet credit;
transaction reversal;
order adjustment; or
another appropriate accounting entry.
Duplicate Wallet Credits
Where one Payment is accidentally credited more than once, Sizzle Social may reverse the duplicate credit.
The User shall not acquire ownership of an obvious duplicate system credit merely by spending it before correction.
Application of Wallet Balance to Orders
Order Deductions
Upon submission and acceptance of an Order, the price of the Order may be deducted from the User’s Available Balance.
Depending on the technical design of the Service, the amount may be:
deducted immediately;
reserved as Committed Balance;
deducted when processing begins; or
handled through another clearly disclosed process.
Insufficient Balance
An Order shall not ordinarily be accepted where the User lacks sufficient eligible Wallet Balance to cover the applicable price.
Sizzle Social may reject or leave the Order unsubmitted until sufficient balance exists.
Order Price
The amount deducted shall be based upon the price presented for the relevant Service when the Order is submitted, subject to:
applicable discounts;
coupons;
taxes;
obvious pricing errors;
specific service conditions; and
any disclosed currency conversion.
Completed Orders
Once a Service has been validly supplied and the corresponding Order completed, the relevant Wallet deduction shall become a completed purchase transaction.
The amount shall no longer constitute unused Wallet Balance.
Any claim concerning the completed Service shall thereafter be determined under the Terms of Service, Refund Policy and applicable service-specific rules.
Failed and Cancelled Orders
Where an Order fails, is cancelled or otherwise qualifies for restoration, the appropriate amount may be credited back to the Wallet.
Such restoration shall not constitute duplicate compensation and shall be subject to the Refund Policy.
Partial Orders
Where only part of an Order is validly supplied, the undelivered portion may be:
completed;
reprocessed;
replaced;
restored to the Wallet;
externally refunded; or
otherwise resolved
in accordance with the Refund Policy and applicable law.
Pricing & Price Changes
Published Prices
Prices displayed through Sizzle Social are the applicable Platform prices at the time shown, subject to any obvious error or specific qualification.
Prices may vary according to:
Service;
supplier;
quantity;
currency;
quality category;
service availability;
market conditions; or
other legitimate commercial factors.
Future Price Changes
Sizzle Social may change Service prices prospectively without guaranteeing that an earlier price will remain available for a future Order.
A change in price shall ordinarily not alter a valid Order already accepted at the previously displayed price.
Obvious Pricing Errors
Where a Service is displayed at a price that is clearly erroneous because of:
software error;
supplier-feed error;
decimal or currency error;
configuration mistake; or
another obvious technical malfunction,
Sizzle Social may suspend or cancel the affected Order before fulfilment.
Any amount charged for an Order cancelled on this basis shall be restored or refunded as required.
An obvious pricing-error provision shall not be used merely to avoid an unfavourable but genuine advertised price.
Currency & Foreign Exchange
Supported Currencies
Sizzle Social may display or accept Payments in one or more supported currencies.
The currency shown in the Platform for a particular Payment or Service shall govern that transaction unless clearly stated otherwise.
Currency Conversion
Where a Payment requires conversion between currencies, the applicable exchange rate may be determined by:
Sizzle Social;
the Payment Provider;
card network;
financial institution;
digital-asset processor; or
another relevant conversion mechanism.
Any applicable conversion information displayed before payment forms part of the relevant transaction.
Third-Party Foreign Exchange Charges
A User’s bank, card issuer or Payment Provider may apply:
exchange-rate margins;
international transaction fees;
cross-border charges; or
other independent fees.
Such independently imposed charges are not ordinarily amounts received by Sizzle Social and therefore may not form part of a Sizzle Social refund.
Fees & Charges
Payment Fees
Where Sizzle Social charges a transaction, processing or payment-related fee, the fee shall be disclosed through the applicable payment flow before the transaction is completed where required.
Sizzle Social shall not impose undisclosed mandatory charges after a Payment has been consummated.
Third-Party Charges
A Payment Provider, bank, card issuer, blockchain network or other third party may impose its own charges.
Such charges may be governed by the third party’s own terms.
Sizzle Social is not responsible for an independently imposed third-party charge except where Sizzle Social expressly represented that the charge would be borne by Sizzle Social.
Taxes
Taxes and Statutory Charges
Transactions may be subject to:
value added tax;
withholding requirements;
statutory levies;
duties; or
other taxes
where required by applicable law.
The treatment of tax shall depend upon the nature of the transaction and applicable Nigerian tax requirements.
Tax-Inclusive and Tax-Exclusive Pricing
Where legally required, the Platform shall disclose applicable tax treatment in the manner required for the transaction.
A User shall not assume that a displayed Wallet balance constitutes a tax invoice or tax credit.
Refund Adjustments and Tax
Where a transaction is refunded or partially refunded, the related tax treatment may be adjusted as required under applicable law.
Sizzle Social may issue or maintain appropriate accounting records reflecting the refund.
Coupons, Discounts & Promotional Benefits
Coupons
Coupons may be subject to:
minimum Order value;
service restrictions;
expiry;
account eligibility;
per-User limits;
global usage limits;
quantity restrictions; and
other stated promotional conditions.
Use of a coupon reduces the amount payable for the relevant transaction but shall not ordinarily create cash value equal to the discount.
Refunds of Discounted Orders
Where a discounted Order qualifies for refund, the monetary refund shall ordinarily be calculated by reference to the eligible amount actually paid or funded, not the undiscounted face value.
A consumed coupon shall not ordinarily be convertible into cash.
Promotional Abuse
Sizzle Social may reverse or refuse promotional credits obtained through:
duplicate Accounts;
false referrals;
manipulation;
automated abuse;
collusion;
fraudulent transactions; or
another violation of promotion terms.
Any genuine Customer-Funded Balance shall remain separately accounted for.
Refunds
Governing Refund Policy
Refund eligibility is governed principally by the Sizzle Social Refund Policy.
This Policy governs the accounting and payment mechanics associated with such refunds.
External Refunds
Where an External Refund is approved, Sizzle Social shall ordinarily return eligible monetary value through the original payment route where:
the route remains available;
the Payment Provider supports refunds;
the payer can be verified; and
no legitimate compliance or fraud restriction prevents the refund.
Alternative Refund Route
Where refunding through the original payment route is not technically possible, Sizzle Social may use another verified destination where reasonably appropriate.
Additional verification may be required.
No User shall have an unconditional right to direct a refund to an unrelated third-party account.
Wallet Refunds
Where value is restored to the Wallet:
the appropriate Wallet ledger shall be credited;
the corresponding Order shall be adjusted where necessary; and
the restored amount shall retain the appropriate classification under this Policy.
A Wallet refund does not necessarily constitute an External Refund.
Refund Requests
Formal customer requests for External Refund shall be submitted through:
https://sizzlesocial.ng/refund
The Refund Request process may require information necessary to:
identify the transaction;
confirm payment ownership;
determine unused value;
inspect the Wallet ledger;
investigate Orders;
prevent duplicate recovery; and
comply with applicable payment rules.
No Double Recovery
A User shall not receive more than one recovery for the same monetary value.
Accordingly, Sizzle Social may refuse or adjust an additional refund where the same amount has already been:
refunded externally;
reversed by a bank;
recovered through chargeback;
restored and subsequently spent;
refunded by a Payment Provider; or
otherwise recovered.
Chargebacks & Payment Disputes
Legitimate Payment Disputes
Nothing in this Policy shall prohibit the exercise of a genuine legal right to dispute:
an unauthorised Payment;
duplicate Payment;
fraudulent transaction;
unresolved failed transaction; or
another transaction legitimately capable of dispute.
Where reasonably practicable, Sizzle Social encourages use of the applicable Refund or Complaints process before escalation so that the underlying matter can be investigated directly.
Effect of a Chargeback
Where a chargeback is opened, Sizzle Social may:
identify and preserve relevant transaction records;
respond to the Payment Provider;
suspend a duplicate refund request;
place the disputed amount on hold;
restrict relevant Wallet value;
temporarily restrict the Account where reasonably necessary; and
provide evidence concerning the transaction.
Chargeback Following Wallet Use
Where a Payment is charged back after the corresponding Wallet Balance has already been used to purchase Services, the chargeback may create a financial deficit on the Account.
Sizzle Social may:
create a negative Wallet Balance;
restrict further Orders;
offset future Customer-Funded Balance;
request repayment;
suspend payment functionality; or
take reasonable recovery action.
These measures shall not apply where the chargeback was validly resolved against Sizzle Social in circumstances establishing that the disputed amount was not properly payable.
Duplicate Refund and Chargeback
Where both:
an External Refund request; and
a chargeback
relate to the same Payment, the External Refund may be held pending resolution of the chargeback.
This is necessary to prevent double recovery.
Chargeback Abuse
The following may constitute payment abuse:
knowingly disputing an authorised Payment after receiving the purchased Service;
falsely describing an authorised Payment as fraud;
opening a chargeback after receiving an External Refund;
seeking simultaneous recovery through multiple channels;
submitting fabricated evidence; or
repeatedly using payment disputes to avoid legitimate charges.
Verified chargeback abuse may result in enforcement under the Terms of Service and Acceptable Use Policy.
Unauthorized & Fraudulent Transactions
Suspected Unauthorised Use
Where Sizzle Social reasonably suspects unauthorised payment activity, it may temporarily:
restrict Wallet use;
hold a pending credit;
restrict refunds;
request verification;
suspend affected Orders; or
secure the Account.
Any restriction shall be proportionate to the legitimate security or fraud concern.
Stolen or Compromised Payment Instruments
Use of:
stolen cards;
compromised bank accounts;
unauthorised virtual accounts;
stolen digital assets;
compromised wallets; or
another payment instrument without permission
is prohibited.
Sizzle Social may cooperate with relevant Payment Providers, banks, regulators or law-enforcement authorities where legally appropriate.
Source of Funds
Sizzle Social may request reasonable information concerning the source or ownership of funds where required by:
fraud prevention;
Payment Provider requirements;
applicable law;
a financial institution;
a regulatory request; or
unusual transaction activity.
Failure to provide information reasonably required to resolve a legitimate compliance concern may result in the relevant transaction remaining restricted.
Accounting, Records & Reconciliation
Wallet Ledger
Sizzle Social shall maintain an electronic Wallet ledger recording relevant credits and debits associated with the Account.
The ledger may include:
funding transactions;
Order deductions;
promotional credits;
refunds;
corrections;
reversals;
chargebacks;
bonuses; and
other adjustments.
User Transaction History
Transaction history made available through the Platform is intended to assist with account management and reconciliation.
A User shall notify Sizzle Social within a reasonable time after becoming aware of a material discrepancy.
Delay in reporting shall not automatically extinguish a non-waivable legal right but may affect the availability of evidence needed to investigate the matter.
Payment Provider Records
Where Sizzle Social records conflict with a Payment Provider’s information, the matter may be reconciled using:
settlement records;
bank records;
processor records;
transaction references;
timestamps;
API logs; and
other relevant evidence.
No single customer screenshot shall necessarily override reliable settlement evidence.
Correction of Records
Sizzle Social may correct accounting or Wallet records where a genuine error is identified.
A correction shall not be used to retrospectively alter a valid completed transaction merely because it later became commercially unfavourable to Sizzle Social.
Account Restriction, Closure & Wallet Balances
Effect of Account Restriction
Where an Account is restricted, Wallet use may also be restricted while the underlying issue is investigated.
Restriction shall not automatically result in forfeiture of legitimate Customer-Funded Balance.
Fraud or Payment Holds
Sizzle Social may temporarily hold:
Wallet Balance;
incoming Payments;
refunds; or
withdrawal-equivalent transactions
where reasonably necessary to investigate:
fraud;
disputed ownership;
chargebacks;
unauthorised payment activity;
legal process; or
payment-provider instructions.
No hold shall authorise indefinite retention contrary to applicable law.
Account Closure
Upon closure or termination of an Account, Sizzle Social may reconcile:
outstanding Orders;
chargebacks;
negative balances;
refunds;
promotional credits;
disputed transactions; and
Customer-Funded Balance.
Eligible unused Customer-Funded Balance shall remain subject to the Refund Policy.
Promotional Credit may cease to be available upon termination where the applicable promotion or Account enforcement terms permit.
Termination for Misconduct
Termination for violation of the Terms shall not automatically entitle Sizzle Social to confiscate genuine Customer-Funded Balance as a penalty.
However, Sizzle Social may lawfully:
deduct amounts properly due;
resolve existing Orders;
account for valid chargebacks;
correct erroneous credits;
preserve disputed funds; or
comply with legal or regulatory restrictions.
Any remaining refundable amount shall be handled in accordance with applicable law and the Refund Policy.
Negative Balances & Amounts Owed
Creation of Negative Balance
A Wallet may become negative where, for example:
a previously credited Payment is reversed;
a chargeback succeeds after Services have been purchased;
an erroneous credit is corrected after use; or
another valid debit exceeds the remaining Wallet Balance.
Restrictions on Negative Accounts
Where a negative balance exists, Sizzle Social may suspend further purchasing or Wallet functionality until the deficit has been resolved.
Offset
To the extent permitted by law, Sizzle Social may apply future Customer-Funded Balance against a valid, undisputed negative Wallet Balance arising from:
reversed funding;
chargeback;
erroneous credit;
duplicate credit; or
another amount legitimately owed.
Sizzle Social shall not use set-off to defeat a valid statutory refund claim unrelated to the debt.
API Users, Agencies & Resellers
API Billing
API Orders may be deducted from the same Wallet or another billing arrangement made available to the relevant API Account.
API submission of an Order constitutes authority to deduct the applicable price where the Order is validly accepted.
API Pricing
API pricing may change prospectively.
An API User is responsible for retrieving or reviewing current prices rather than assuming that a previously cached or recorded price remains applicable indefinitely.
Reseller Customer Payments
Payments collected independently by an agency or reseller from its own customers are not Payments to Sizzle Social unless those funds are separately transmitted through an authorized Sizzle Social payment channel.
Sizzle Social is not responsible for:
the reseller’s markup;
the reseller’s customer billing;
instalment arrangements created by the reseller;
taxes collected by the reseller; or
refund obligations arising solely from representations made by the reseller.
Reseller Refund Value
Where an eligible Sizzle Social Order is refunded, the refund shall ordinarily be calculated by reference to the amount paid or charged by Sizzle Social for the affected transaction, not the retail price independently charged by a reseller to its own customer.
Payment Security
Account Security
Users remain responsible for taking reasonable measures to protect:
Sizzle Social credentials;
email accounts;
API keys;
payment accounts;
devices; and
other authentication mechanisms.
Compromised Accounts
Where an Account is suspected to have been compromised, Sizzle Social may temporarily restrict Wallet or payment functionality pending reasonable verification.
Payment Information Requests
Sizzle Social support personnel shall not require a User to disclose:
full online-banking password;
card PIN;
banking OTP;
wallet seed phrase;
private cryptographic key; or
another authentication secret that would enable access to the User’s financial account.
Any request purporting to come from Sizzle Social for such credentials should be treated as suspicious and reported.
Payment Providers
Independent Payment Providers
Payment Providers operate independent systems and may be subject to laws and regulatory obligations applicable to them.
Their involvement may affect:
payment acceptance;
authentication;
settlement;
reversals;
refund processing;
transaction limits;
disputes; and
processing times.
No Control Over Independent Provider Decisions
Sizzle Social does not guarantee that a Payment Provider will:
accept every card;
approve every transaction;
maintain continuous availability;
support every refund route;
process every payment instantly; or
maintain the same fees indefinitely.
Sizzle Social’s Continuing Obligations
Reliance on a Payment Provider shall not relieve Sizzle Social of obligations that applicable law places directly upon Sizzle Social in its relationship with the customer.
A Payment Provider’s refusal, outage or internal rule shall not, by itself, extinguish a refund or other consumer remedy that Sizzle Social is legally required to provide.
Service Interruptions
Payment-System Downtime
Payment channels may experience temporary interruption.
During an interruption, Sizzle Social may:
disable the affected method;
delay confirmation;
offer another available payment route;
perform manual reconciliation; or
await restoration of the relevant system.
No Requirement to Retry Repeatedly
Where a Payment appears unsuccessful or unresolved, repeated immediate payment attempts may result in duplicate Payments.
Users are encouraged to verify the status of an earlier Payment before repeating the transaction where there is uncertainty.
A duplicate Payment received as a result of repeated attempts remains subject to the duplicate-payment and refund provisions of this Policy.
Consumer Rights
Transparency Before Payment
Material information concerning:
Service price;
applicable mandatory charges;
material restrictions;
material service conditions; and
relevant payment requirements
shall be disclosed through the applicable transaction process to the extent required by law.
Sizzle Social shall not rely on undisclosed material terms to deprive a consumer of a right arising from the transaction.
Failed or Unperformed Services
Receipt of a valid Payment does not entitle Sizzle Social to retain consideration for a wholly unperformed Service where applicable law requires refund or another remedy.
Such matters shall be determined under the Refund Policy and applicable consumer-protection law.
No Blanket No-Refund Rule
Neither the Wallet system nor the prepaid nature of Sizzle Social Services shall be interpreted as establishing an absolute “no refund” rule.
The availability and form of refund shall depend upon:
the source of funds;
extent of Service performance;
Order status;
unused balance;
User conduct;
payment status;
prior recovery; and
applicable law.
Advance Orders
Where a transaction constitutes an advance Order capable of cancellation under applicable law, cancellation shall be treated in accordance with applicable consumer rights and the Refund Policy.
Any cancellation charge imposed where legally permitted shall be reasonable in the circumstances.
Liability Relating To Payments
Third-Party Financial Systems
To the extent permitted by law, Sizzle Social shall not be liable for losses caused solely by an independent failure of:
a bank;
card issuer;
Payment Provider;
blockchain network;
telecommunications provider;
payment network; or
other external financial infrastructure,
where the failure was outside Sizzle Social’s reasonable control.
User Payment Errors
Sizzle Social shall not ordinarily be liable for loss arising solely from a User:
transferring funds to an incorrect third-party account;
entering an incorrect payment destination;
using an unsupported blockchain network;
disclosing financial credentials;
authorising a fraudulent third party;
ignoring an official payment warning; or
otherwise making an error not caused by Sizzle Social.
This limitation shall not apply where Sizzle Social provided the incorrect instruction or otherwise caused or materially contributed to the loss.
Non-Excludable Liability
Nothing in this Policy excludes or limits liability for:
fraud;
wilful misconduct;
material misrepresentation;
defective performance where liability cannot lawfully be excluded;
negligence where liability cannot lawfully be excluded;
breach of statutory obligation; or
another liability that applicable law does not permit Sizzle Social to exclude or limit.
Payment Complaints & Disputes
Payment Enquiries
A User may raise a payment enquiry where:
the Wallet was not credited;
a Payment appears duplicated;
an incorrect amount was credited;
an unauthorized transaction is suspected;
an expected reversal has not occurred;
a Wallet deduction is disputed; or
another billing discrepancy exists.
Evidence
Sizzle Social may reasonably require:
transaction reference;
payment date;
amount;
payer name;
Order ID;
receipt;
screenshot;
Wallet transaction information; or
other evidence necessary to investigate.
No User shall be required to provide an authentication secret such as a PIN or OTP.
Complaints
Where a payment enquiry is not satisfactorily resolved, the User may invoke the Complaints & Dispute Resolution Policy.
Where the requested remedy is an External Refund, the request shall be submitted through:
https://sizzlesocial.ng/refund
Regulatory Remedies
Nothing in Sizzle Social’s internal dispute procedures prevents the exercise of a statutory right to approach:
a competent financial institution;
Payment Provider;
the Federal Competition and Consumer Protection Commission;
another competent regulator; or
a court of competent jurisdiction,
where applicable.
Privacy & Payment Data
Payment Data Processing
Personal information processed in connection with Payments may include:
payer name;
Account information;
transaction reference;
payment amount;
bank or Payment Provider metadata;
payment status;
refund information;
fraud indicators; and
billing records.
Processing of personal data is governed by the Privacy Policy.
Payment Provider Privacy
Independent Payment Providers may process information under their own privacy notices and legal obligations.
Sizzle Social’s Privacy Policy does not replace the privacy notice of an independent bank or Payment Provider.
Financial Record Retention
Payment and Wallet records may be retained for periods reasonably necessary for:
accounting;
taxation;
reconciliation;
fraud prevention;
chargeback defence;
refund administration;
complaints;
legal claims;
audits; and
regulatory compliance.
Retention shall be subject to applicable data-protection requirements.
Policy Changes
Amendments
Sizzle Social may amend this Policy to reflect:
changes in law;
regulatory requirements;
Payment Provider requirements;
new payment methods;
Platform changes;
fraud risks;
Wallet functionality;
refund processes; or
other legitimate operational developments.
Notice of Material Changes
Where required by law or reasonably appropriate having regard to the nature of a change, notice may be provided through:
the Platform;
User dashboard;
email;
published legal notice; or
another appropriate method.
Existing Transactions
An amendment shall not be applied retrospectively for the purpose of unlawfully removing a right that had already accrued in relation to an earlier transaction.
The transaction, applicable Policy version, Service terms and mandatory law shall be considered together.
General Legal Provisions
Relationship With the Terms of Service
This Policy is incorporated into the Terms of Service.
The Terms govern the general relationship between Sizzle Social and the User.
This Policy governs billing, Wallet and payment matters specifically.
Relationship With the Refund Policy
The Refund Policy determines whether and to what extent a transaction qualifies for refund or other refund-related remedy.
This Policy governs the payment and accounting treatment of that remedy.
Mandatory Law Prevails
Where any provision of this Policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement shall prevail to the extent of the conflict.
The remaining provisions shall continue in effect to the fullest extent permitted by law.
No Waiver
Failure by Sizzle Social to enforce a provision in a particular instance shall not, by itself, constitute a permanent waiver of that provision.
Likewise, granting a payment exception to one User shall not create an automatic entitlement to the same exception for another User.
Severability
If any provision of this Policy is declared invalid, unlawful or unenforceable by a competent authority, the remaining provisions shall remain effective to the extent permitted by law.
Any invalid provision shall be modified only to the minimum extent necessary to give effect to its lawful commercial purpose.
Governing Law
This Policy shall be governed principally by the laws of the Federal Republic of Nigeria, without prejudice to any mandatory right arising under another applicable jurisdiction.
Order of Precedence
Where payment-related documents appear to conflict, they shall be interpreted consistently where reasonably possible.
Where an actual conflict remains, the following order shall apply:
mandatory applicable law;
specific transaction terms expressly disclosed and accepted for the relevant Payment or Service;
the Refund Policy for refund eligibility;
this Billing, Wallet & Payment Policy for Wallet and payment administration;
the Terms of Service for general contractual matters.
No internal policy shall override a mandatory statutory right.
Contact & Official Payment Support
Operator
This Policy is issued by:
Sizzle Digital Technologies
Platform: Sizzle Social
Website: https://sizzlesocial.ng
Billing and Payment Enquiries
Questions concerning:
Wallet funding;
missing credits;
payment verification;
duplicate transactions;
incorrect Wallet entries; or
other billing matters
may be submitted through the official Sizzle Social support channels.
Users should provide sufficient transaction information to enable identification of the relevant Payment.
Refund Requests
Formal refund requests shall be submitted through the official Refund Request page:
https://sizzlesocial.ng/refund
Refund eligibility is governed by the Refund Policy.
Formal Complaints
A User dissatisfied with the handling of a payment or Wallet matter may invoke the Complaints & Dispute Resolution Policy.
Use of Sizzle Social’s internal complaint procedure shall not remove any external remedy available under applicable law.
Final Payment & Wallet Providions
Separation of Payment, Wallet and Service Transactions
For the avoidance of doubt, the following events are legally and operationally distinct:
Payment to Sizzle Social: money is transmitted through an authorised payment route.
Wallet Credit: confirmed value is recorded within the User’s internal Wallet ledger.
Order Purchase: Wallet Balance is committed or deducted in exchange for a Service.
Service Performance: the purchased Service is supplied in whole or in part.
Wallet Refund: value relating to an Order is restored internally.
External Refund: eligible money is returned through an external payment route.
Bank or Provider Reversal: a Payment Provider independently reverses or returns a transaction.
Chargeback: the payer disputes the Payment through a bank or Payment Provider.
The occurrence of one of these events shall not automatically establish that another has occurred.
Source-Based Treatment of Wallet Value
Sizzle Social shall, where reasonably practicable, determine the rights attached to Wallet Balance by reference to the underlying source of that value.
Accordingly:
Customer-Funded Balance may retain eligibility for External Refund where the Refund Policy permits;
Promotional Credit shall ordinarily remain non-cash value;
restored promotional value shall not become Customer-Funded Balance merely because an Order failed;
restored Customer-Funded Balance shall not lose its source merely because it was temporarily committed to an Order; and
duplicate recovery shall not be permitted.
No Forfeiture by Label Alone
A transaction shall not be deprived of an otherwise valid consumer remedy merely because Sizzle Social internally labels the value as:
Wallet Balance;
prepaid credit;
Order value;
deposited balance;
credit;
non-withdrawable balance; or
another accounting description.
The legal and contractual treatment of the value shall depend upon:
its actual source;
whether it has been used;
whether a Service has been supplied;
the circumstances giving rise to any refund claim; and
applicable law.
Commercial Purpose of the Wallet
The Wallet is intended to provide an efficient prepaid mechanism through which Sizzle Social Users can purchase digital Services without separately initiating a payment for every Order.
The Wallet shall not be used as a mechanism to:
conceal the origin of funds;
facilitate unauthorised money transfers;
evade Payment Provider controls;
obtain refunds to unrelated third parties;
convert promotional incentives into cash;
manufacture transaction history; or
engage in other financial abuse.
Fair Reconciliation
Where a genuine payment or Wallet discrepancy arises, Sizzle Social shall determine the matter by reference to the available evidence, including payment settlement information, Wallet records, Order history and relevant Payment Provider records.
The objective of reconciliation shall be to establish the amount actually paid, credited, spent, restored, reversed or refunded.
Neither Sizzle Social nor the User shall be entitled to retain duplicate value arising solely from an accounting or technical error.
Preservation of Consumer Remedies
Nothing in the prepaid Wallet structure, payment architecture, use of third-party Payment Providers or classification of Wallet Balance shall be construed as permitting Sizzle Social to avoid a refund, correction, re-performance or other consumer remedy that is required by applicable law.
Conversely, the existence of statutory consumer protection shall not entitle a User to:
recover the same value twice;
convert Promotional Credit into cash without entitlement;
obtain a refund for value already consumed through a valid Service;
retain an erroneous credit;
avoid liability for a fraudulent chargeback; or
use the Wallet as a general-purpose cash-transfer facility.
Entire Payment Policy
This Policy, together with the Terms of Service, Refund Policy, applicable Service description and any transaction-specific disclosures, constitutes the principal Sizzle Social framework governing Wallet and payment matters.
No informal statement by a customer-support representative, reseller, supplier or other person shall amend this Policy unless the amendment is authorised by Sizzle Social and is legally effective.
Where Sizzle Social grants a discretionary exception in a particular case, that exception shall apply only to the transaction concerned unless expressly stated otherwise.
Acknowledgement
By funding a Sizzle Social Wallet, submitting a Payment, using Wallet Balance or completing another payment-related transaction after this Policy has been made reasonably available, the User acknowledges that the relevant transaction is subject to this Billing, Wallet & Payment Policy, the Terms of Service, the Refund Policy and any transaction-specific disclosures applicable at the time.
Such acknowledgement does not operate as a waiver of any statutory right that cannot lawfully be waived.
