Refund Policy
Table of Contents
Introduction
Sizzle Social is committed to handling refunds, failed orders, cancelled services, payment errors and wallet balances fairly, consistently and transparently.
This Refund Policy explains when a user may be eligible for:
a refund to their original payment method;
a refund or reversal to their Sizzle Social wallet;
a partial refund;
correction or re-performance of a service;
replacement or refill;
reversal of an incorrect transaction; or
another appropriate remedy.
It also explains situations where a refund may not ordinarily be available, how Sizzle Social investigates refund requests, how promotional wallet credits are treated, what happens where a chargeback already exists, and the difference between requesting a refund and attempting to withdraw money from a Sizzle Social wallet.
This Policy applies to eligible services, wallet funding transactions and products purchased through Sizzle Social.
It should be read together with our:
Nothing in this Refund Policy is intended to exclude or restrict a consumer right or remedy that cannot lawfully be excluded under applicable law.
Who Operates This Refund Policy?
Sizzle Social is operated under Sizzle Digital Technologies.
For purposes of this Refund Policy:
“Sizzle Social”, “we”, “us” or “our” means the Sizzle Social platform and its operator, Sizzle Digital Technologies, as applicable.
“User”, “customer”, “you” or “your” means the individual or organisation using Sizzle Social.
“Refund” generally means returning eligible monetary value following a payment, order or service issue.
“Wallet refund” or “wallet reversal” means restoring eligible value to the user’s Sizzle Social wallet.
“External refund” means returning eligible funds outside the Sizzle Social wallet, ordinarily through the original payment route where reasonably and technically possible.
All Customer Refund Requests Must Use the Refund Request Page
Sizzle Social maintains a dedicated refund workflow.
Customers requesting an external refund, wallet-funding refund or formal review of a refund matter should submit the request through:
https://sizzlesocial.ng/refund
Using the dedicated Refund Request page allows us to:
identify the customer;
locate the relevant payment;
identify any connected order;
review the wallet ledger;
confirm whether value has already been restored;
investigate service delivery;
prevent duplicate refunds;
review chargebacks;
request supporting documents where required; and
maintain an appropriate audit record.
General WhatsApp, Live Chat, social media or informal messages should not be treated as substitutes for the official Refund Request process where a formal refund is being requested.
This does not prevent a bank, payment provider, regulator, court or another competent authority from using its own lawful dispute or regulatory procedure.
A Wallet Refund Is Not Always the Same as an External Refund
Sizzle Social uses a prepaid wallet system.
When an order fails, is cancelled or becomes partial, qualifying value may sometimes be restored automatically to the user’s Sizzle Social wallet.
This is a wallet refund or wallet reversal.
An external refund is different.
An external refund involves returning eligible customer-funded money through the original payment channel or another verified route where appropriate.
For example:
A customer funds ₦20,000.
The customer places a ₦5,000 order.
The order fails and ₦5,000 is returned to the Sizzle Social wallet.
The customer may then have ₦20,000 available in the wallet again.
That wallet restoration confirms that the failed order has not consumed the ₦5,000.
It does not necessarily mean the user is prohibited from requesting an eligible external refund of unused customer-funded value.
However, the same value cannot be refunded twice.
Wallet Funding Is Not a Bank Deposit
A Sizzle Social wallet is primarily designed to enable customers to purchase services on the Platform.
It is not intended to operate as:
a bank account;
a savings account;
a current account;
an investment account;
an electronic-money account independently offered by Sizzle Social;
a money-transfer service; or
an unrestricted cash-withdrawal facility.
Accordingly, the ability to obtain a legitimate refund should not be interpreted as creating a general right to use Sizzle Social as a deposit-and-withdrawal service.
Users should fund their wallet because they reasonably intend to use Sizzle Social services.
Repeated funding and refunding without legitimate service use may be reviewed for fraud, payment abuse, money laundering, chargeback risk or misuse of payment infrastructure.
Refunds Are Different From Withdrawals
A refund returns eligible value because there is a legitimate basis for returning the customer’s money.
Examples may include:
unused customer-funded wallet balance;
duplicate payment;
failed service;
cancelled order;
undelivered service;
eligible partial delivery;
materially defective performance; or
another applicable consumer remedy.
A withdrawal, by contrast, generally means moving wallet value to a bank account merely because the user wishes to cash out.
Sizzle Social does not operate its prepaid wallet as a general-purpose withdrawal account.
The availability of refunds therefore does not create unrestricted bank-withdrawal functionality.
Unused Customer-Funded Wallet Balances
A customer may request a refund of eligible unused customer-funded wallet balance.
This means funds that:
were actually received by Sizzle Social from the customer;
remain unused;
have not been committed to an active order;
have not already been refunded;
are not promotional credits;
are not rewards or bonuses;
are not linked to a successful chargeback;
are not subject to a valid legal hold or investigation; and
can reasonably be traced through Sizzle Social’s transaction records.
Eligibility is determined from the underlying wallet ledger rather than merely the number displayed as the current total wallet balance.
Mixed Wallet Balances
A wallet may contain several different types of value.
For example:
₦20,000 customer-funded deposit;
₦2,000 promotional credit;
₦5,000 refund from a failed order;
₦500 coupon-related benefit.
A wallet displaying ₦27,500 does not necessarily mean the entire ₦27,500 is eligible for external refund.
Sizzle Social may review the transaction ledger to identify:
customer-funded value;
previously refunded customer-funded value;
promotional value;
credits;
bonuses;
completed-order expenditure; and
other adjustments.
Only the portion eligible under this Policy may be externally refundable.
Promotional, Bonus and Complimentary Credits
Promotional credits are generally not redeemable for cash unless the specific promotion expressly states otherwise or applicable law requires another treatment.
This may include:
free wallet bonuses;
goodwill credits;
coupons;
promotional rewards;
referral bonuses;
cashback provided as promotional wallet credit;
account-tier bonuses;
complimentary balance;
contest rewards; and
other non-customer-funded credits.
A refund request cannot ordinarily convert promotional value into cash.
If a wallet contains both customer-funded and promotional value, Sizzle Social will determine the refundable portion from the underlying ledger.
Previously Refunded Order Value
Where an order fails and Sizzle Social restores the value to the wallet, the underlying amount remains traceable to its source.
If the customer does not use that restored value, an eligible external refund may still be requested where this Policy permits.
However, if the customer subsequently uses the restored wallet value to purchase another service, that amount has been recommitted to a new transaction.
The customer cannot:
receive wallet value for a failed order;
spend that restored value on another successful service; and
also receive the same amount as an external cash refund.
This would constitute duplicate recovery.
Orders That Have Not Started
Where a customer requests cancellation before meaningful processing or performance has begun, Sizzle Social will assess whether the order can reasonably and technically be cancelled.
Relevant factors may include:
whether the order has been transmitted to a supplier;
whether funds have already been committed;
whether fulfilment has begun;
whether cancellation is technically supported;
whether the service is immediately performed;
the nature of the digital service; and
rights available under applicable consumer law.
Where cancellation is available, appropriate value may be restored or refunded.
Where a lawful cancellation charge applies, it must be reasonable in the circumstances.
Sizzle Social will not impose an arbitrary penalty merely because a user requests cancellation.
Orders That Begin Immediately
Many digital services may begin shortly after submission.
Once actual fulfillment has begun, cancellation can become technically difficult or impossible.
A customer therefore should not assume that every digital order remains freely cancellable after placement.
Where the service has already begun:
completed value may be taken into account;
irreversible supplier costs may be relevant;
delivered quantity may be assessed;
undelivered value may remain eligible for remedy; and
applicable statutory rights continue to apply.
The mere fact that a service is digital does not automatically remove every refund right.
Processing Orders
An order displaying Pending, Processing, In Progress or another non-completed status is not automatically refundable simply because the customer wants to cancel it.
Sizzle Social may first determine:
whether the order has started;
whether delivery is occurring;
how much has already been delivered;
whether cancellation remains technically possible;
whether an external supplier has committed resources;
whether the destination is still accessible; and
whether there has been an unreasonable delay.
A processing order that is functioning normally should ordinarily be allowed a reasonable opportunity to complete.
However, an order cannot be left unresolved indefinitely merely by maintaining a “Processing” status.
Materially delayed orders may qualify for further investigation and appropriate redress.
Materially Delayed Orders
Delivery estimates are generally estimates rather than absolute guarantees unless expressly stated otherwise. A short delay beyond an estimate does not automatically create a refund entitlement.
However, where an order becomes materially delayed, Sizzle Social may investigate:
the original estimated delivery characteristics;
time already elapsed;
quantity delivered;
supplier status;
service availability;
whether delivery is still continuing;
known technical problems;
social platform disruption;
whether an alternative fulfilment source is available; and
whether continuing to hold the order open remains reasonable.
Depending on the outcome, Sizzle Social may:
continue fulfilment;
reprocess the order;
route the order to an appropriate equivalent supplier;
cancel the remaining portion;
provide a partial refund;
provide a full refund; or
provide another legally appropriate remedy.
Completely Undelivered Orders
Where Sizzle Social accepts payment for a service and that service is not delivered, the customer may be entitled to appropriate redress.
This may include:
re-performance;
reprocessing;
replacement;
wallet restoration;
external refund; or
another applicable remedy.
Sizzle Social will not maintain a blanket rule stating that customers must lose money merely because an upstream provider failed to deliver.
Cancelled Orders
Where an order is cancelled by Sizzle Social or its supplier before the purchased service is delivered, the unused order value should ordinarily be returned appropriately.
Depending on the circumstances, this may occur through:
automatic wallet credit;
manual wallet reversal;
external refund; or
another applicable remedy.
If an automatically cancelled order is returned to the wallet and the customer wants eligible customer-funded value returned externally, the customer should avoid spending that value and submit a request through:
Partially Delivered Orders
Where only part of a service is delivered, Sizzle Social will determine the value of the undelivered portion.
For example:
A user orders 10,000 units.
Only 6,000 are validly delivered.
If the remaining 4,000 cannot reasonably be completed, the customer may be entitled to a remedy corresponding to the undelivered portion.
Depending on the service, the remedy may include:
delivery of the remaining quantity;
reprocessing;
replacement;
wallet credit for the undelivered portion;
external refund for the eligible undelivered portion; or
another appropriate remedy.
A partial refund should reflect the extent of the failure rather than automatically refunding the entire order where a substantial portion was properly delivered.
How Partial Refund Value Is Calculated
Where practical, a partial refund may be calculated based on: Undelivered Quantity ÷ Purchased Quantity × Eligible Amount Paid
However, the exact calculation may vary where:
the service has tiered pricing;
part of the price relates to a non-divisible component;
a coupon affected the transaction;
promotional credit was used;
part of the payment has already been refunded;
a supplier uses a different billing unit; or
another pricing structure applies.
Sizzle Social will use a reasonable method reflecting the actual value not supplied.
Materially Defective Services
Where a service was performed but there is credible evidence that the service materially failed to meet the description or required standard, Sizzle Social may investigate whether:
the defect can be corrected;
the service can be re-performed;
replacement is appropriate;
a refill is applicable;
partial refund is appropriate; or
full refund is required.
A service being different from a customer’s personal preference is not necessarily the same as defective performance.
The issue must be assessed against:
what was actually advertised;
the service description;
any applicable warranty;
the customer’s instructions;
the extent of delivery; and
applicable law.
Services That Are Materially Misdescribed
Where a customer purchases a service because of a material description that proves substantially inaccurate, Sizzle Social will investigate and provide an appropriate remedy where required.
For example, a material issue may arise where a service was expressly sold as having a particular feature that it did not actually possess.
This is different from characteristics that were:
never promised;
clearly disclosed as variable;
expressly excluded; or
merely assumed by the customer.
Service descriptions should therefore be reviewed before purchase.
Equivalent Service Substitution
Sizzle Social may sometimes use an equivalent supplier or fulfilment source where the original source becomes unavailable.
A customer is not automatically entitled to a refund merely because Sizzle Social changed the upstream supplier.
The relevant question is whether the service ultimately provided remains materially consistent with what the customer purchased.
Where the proposed substitute is materially different, Sizzle Social should not use substitution to avoid a valid remedy.
Where no suitable equivalent can be provided, cancellation or refund may be appropriate.
Successfully Completed Orders
Where the purchased service has been properly and substantially completed according to its description, the order is generally not refundable merely because the customer later:
changes their mind;
decides they no longer need the service;
changes marketing strategy;
stops using the social media account;
deletes the promoted content;
changes username;
closes the business;
loses interest in the campaign;
expected different organic results; or
decides they would rather have used their money elsewhere.
Digital services that have already been consumed cannot ordinarily be returned in the same way as an unused physical product.
This rule does not override rights arising from defective performance, material misdescription, fraud or another legally protected circumstance.
Business Results Are Not Guaranteed
A completed service is not defective merely because it did not generate a separate result that Sizzle Social never guaranteed.
For example, purchasing followers does not necessarily guarantee:
increased sales;
comments;
future likes;
customer enquiries;
brand sponsorships;
virality;
monetisation;
conversions; or
revenue.
Purchasing views does not necessarily guarantee:
organic recommendations;
future organic views;
increased search ranking;
monetisation;
followers;
sales; or
algorithmic preference.
Refund eligibility is assessed against the service actually purchased, not an unstated business result.
Drops After Delivery
Some social media metrics can reduce after successful delivery because:
users unfollow;
social platforms remove accounts;
engagement is filtered;
algorithms change;
platforms recount statistics;
accounts are suspended;
anti-spam systems change; or
other third-party events occur.
A drop after valid delivery is not automatically the same as non-delivery.
Where a service included a refill guarantee, the refill rules should normally be used first.
Refill-Eligible Services
If a service includes a refill period, a customer may request or receive a refill subject to the conditions attached to that service.
Eligibility may depend on:
the refill period;
whether the destination remains public;
whether the username remains unchanged;
whether the initial delivery can be verified;
whether duplicate or overlapping orders were placed;
whether the service still supports refills; and
other disclosed service conditions.
Where the refill remedy cannot reasonably restore what was promised, another remedy may be considered where appropriate.
No-Refill, Cheap, Economy and Emergency Services
Some services may expressly state that they include:
no refill;
limited retention;
different quality characteristics;
increased drop risk; or
another relevant limitation.
Where such limitations were clearly disclosed before purchase, the customer should take those characteristics into account.
A customer cannot ordinarily demand a refill guarantee that was expressly not included.
However, a “No Refill”, “Cheap”, “Economy” or similar classification does not mean Sizzle Social may accept payment and provide nothing.
Complete non-performance, material misdescription and other non-excludable rights remain subject to applicable law.
Incorrect Links or Destinations
Customers are responsible for providing the correct destination.
This may include:
profile URL;
username;
post link;
Reel link;
video URL;
channel URL;
page URL;
Telegram link;
music URL; or
another required destination.
Where the customer supplies an incorrect destination and the service is validly delivered to that destination, Sizzle Social may be unable to refund the order because the purchased service has already been consumed.
If the error is identified before meaningful processing begins and cancellation is technically possible, the customer should contact support immediately.
Private, Restricted, Deleted or Inaccessible Destinations
A customer may lose voluntary refund or refill eligibility where the customer’s own action prevents fulfilment or verification.
Examples include:
making an account private;
deleting the promoted post;
disabling a page;
restricting public access;
suspending or deactivating the destination;
blocking necessary visibility; or
otherwise making the destination inaccessible.
This limitation applies only to the extent the customer’s action caused or materially contributed to the failure.
Username Changes
Customers should not change usernames or other critical destination identifiers while an order is processing or during an applicable refill period.
If a username is changed, suppliers may be unable to:
verify initial counts;
confirm delivery;
calculate drops;
provide refills; or
investigate the order accurately.
Where the customer’s username change makes proper verification impossible, voluntary refill or refund eligibility may be affected.
Duplicate and Overlapping Orders
Customers should not place:
duplicate orders for the same service and destination; or
multiple substantially similar orders through different providers at the same time,
unless expressly permitted.
Doing so can make delivery impossible to attribute accurately.
If overlapping orders prevent Sizzle Social from determining which service delivered particular engagement, refund or refill claims may be limited to the extent the customer’s actions created the measurement problem.
This does not remove a remedy for a separately identifiable failure.
Use of External Suppliers
Sizzle Social may source or fulfil services through third-party suppliers, including API-connected providers.
Supplier records may be relevant to determining:
order status;
delivered quantity;
cancellation availability;
completion;
partial delivery;
refill status; and
service errors.
Sizzle Social may reasonably consider supplier records when investigating a refund request.
However, they are not necessarily the only evidence that may be considered.
Supplier Refusal Does Not Automatically Eliminate Consumer Rights
An upstream supplier may refuse to cancel or refund an order.
That circumstance may be relevant, particularly where:
the customer supplied an incorrect link;
fulfilment has already begun;
the service has already been delivered; or
cancellation is technically impossible.
However, the fact that a supplier refuses to reimburse Sizzle Social does not automatically eliminate a refund or remedy that Sizzle Social is legally required to provide to the customer.
Our contractual relationship with suppliers is separate from non-excludable obligations owed to customers.
Digital Accounts Require Different Refund Assessment
Digital Accounts, Social Logs and similar digital products differ from ordinary follower, view or engagement services.
Refund eligibility may depend on:
whether the credentials were delivered;
whether access worked at the point of delivery;
whether the product matched its description;
whether any applicable warranty period exists;
whether the customer complied with setup instructions;
whether credentials were modified;
whether a password reset or recovery attempt occurred;
whether the customer caused the account to be restricted; and
whether the product has already been consumed or transferred.
The detailed conditions are contained in our Digital Accounts & Digital Products Policy.
Delivered and Working Digital Accounts
Where a Digital Account or digital product is delivered, functions as represented at the relevant point of delivery and is accepted or used by the customer, it is generally not refundable merely because the customer later changes their mind.
This is particularly important where credentials or other unique digital information have already been disclosed and therefore cannot realistically be “returned” as unused.
This rule remains subject to applicable statutory rights and any express warranty provided for the product.
Invalid or Defective Digital Accounts
Where a Digital Account is inaccessible on delivery, materially different from its description or otherwise defective within an applicable support or warranty framework, Sizzle Social may investigate.
Depending on the circumstances, the appropriate remedy may include:
troubleshooting;
replacement;
correction;
another Digital Account;
wallet refund;
partial refund;
external refund; or
another appropriate remedy.
Password Resets and Credential Changes
Where a Digital Account expressly instructs the customer not to reset, recover or alter credentials, doing so can interfere with our ability to verify the original condition or provide support.
Where a customer’s unauthorised credential action causes loss of access, voluntary replacement or refund eligibility may be lost.
This does not exclude a statutory remedy where the underlying product was already defective before the customer’s action.
Duplicate Payments
If Sizzle Social receives the same payment more than once because of a genuine duplicate transaction, the unused duplicate value may qualify for refund.
We may review:
transaction references;
payment timestamps;
amounts;
payment-provider records;
wallet credits; and
whether either payment has already been spent.
If duplicate funds have already been used to purchase successfully delivered services, the spent portion may no longer qualify as unused duplicate funding.
Incorrect Wallet Credits
If Sizzle Social accidentally credits a wallet by an amount not actually received or owed to the customer, the incorrect credit does not become the customer’s property merely because it appeared in the wallet.
We may correct erroneous wallet entries.
Where the customer has already spent an obvious erroneous credit, Sizzle Social may take reasonable steps to reconcile the account.
Payment Debited but Wallet Not Funded
A bank debit does not always mean Sizzle Social has received a settled payment.
A transaction may be:
pending;
reversed;
failed;
awaiting reconciliation; or
held by a payment provider.
Where a user has been debited but Sizzle Social has not received the funds, the matter may initially require payment reconciliation rather than a refund.
We may request:
transaction reference;
payment receipt;
amount;
date;
payer details; and
other reasonable transaction information.
If the payment later settles to Sizzle Social, it may be appropriately credited or refunded according to the circumstances.
If the payment never reaches Sizzle Social, the user’s bank or payment provider may be responsible for completing the reversal.
Reversed Payments
Where a payment is automatically reversed by the bank, card network or payment processor before Sizzle Social finally receives it, no separate Sizzle Social refund may be necessary.
A reversal and a refund are not always the same transaction.
Users should check their payment-provider records before submitting duplicate recovery requests.
Manual Bank Transfers
For manual bank-transfer funding, a refund request may require verification of:
the original transfer;
sender account;
amount;
transaction date;
reference;
receipt;
wallet credit; and
unused value.
Where an external refund is approved, we may return funds to the verified originating account where reasonably possible.
Where this is not technically possible, Sizzle Social may request verified alternative bank details consistent with this Policy.
Providing proof of transfer does not by itself establish refund eligibility if the payment cannot be verified as successfully received.
Card and Payment Gateway Transactions
Where payment was made through a card or payment gateway, an approved external refund should ordinarily be routed through the original payment channel where technically available and appropriate.
This reduces:
fraud risk;
identity mismatches;
duplicate reimbursement;
cardholder disputes; and
payment compliance concerns.
Settlement after Sizzle Social initiates the refund may depend on the payment provider, card network or customer’s bank.
Virtual Account Payments
Where a payment is made through a virtual account or bank-transfer infrastructure, the appropriate refund method may depend on what information the payment provider makes available.
Where possible and appropriate, Sizzle Social will use the verified originating payment details.
Additional verification may be required before an alternative destination can be used.
Cryptocurrency Payments
Where Sizzle Social accepts cryptocurrency through an approved payment channel, cryptocurrency refunds may require additional review because blockchain transactions may be irreversible.
Where a crypto refund is supported, relevant considerations may include:
original asset;
payment network;
transaction hash;
originating transaction;
payment-provider capabilities;
wallet verification;
network fees;
exchange-rate movement; and
regulatory or compliance requirements.
Customers should never send a new cryptocurrency address for refund purposes unless Sizzle Social specifically requests it through an official channel.
A refund cannot necessarily recreate the exact fiat value that may later result from cryptocurrency price movements.
Original Payment Method Is the Default
Where an external refund is approved, Sizzle Social will ordinarily attempt to return the eligible amount through the original payment method or payment route where reasonably practical and technically available.
This is intended to:
protect the legitimate payer;
reduce fraud;
support payment-provider rules;
prevent third-party diversion; and
maintain an auditable transaction trail.
Alternative Refund Destinations
An alternative refund destination may be considered where:
the original payment route cannot technically receive refunds;
the original bank account has been closed;
the payment provider requires another process;
a manual bank-transfer refund requires verified payout information; or
another legitimate circumstance makes the original route unavailable.
We may require additional verification before using an alternative destination.
Sizzle Social will generally not refund money to an unrelated third party merely because the customer requests it.
Name and Ownership Verification
Where fraud, account ownership or payment ownership is unclear, Sizzle Social may require reasonable verification before releasing funds.
This may include confirming:
Sizzle Social account ownership;
registered email;
payer name;
transaction reference;
originating account information;
payment receipt; or
other information reasonably necessary to prevent misdirected refunds.
We will not ask a customer to provide:
online banking PIN;
debit-card PIN;
OTP;
full banking password; or
another authentication secret that Sizzle Social does not require.
Full Refunds
A full refund may be appropriate where, for example:
the service was not delivered at all;
the order was cancelled without any performance;
Sizzle Social received a duplicate unused payment;
the entire unused customer-funded wallet balance is eligible;
the service was materially defective to an extent justifying full redress;
another remedy is required by applicable law; or
Sizzle Social otherwise approves a full refund.
The precise circumstances will be assessed individually.
Partial Refunds
A partial refund may be appropriate where:
part of the service was properly delivered;
only part of the order was cancelled;
a portion of customer-funded wallet value has already been spent;
the customer used part of previously restored wallet value;
part of a bundled transaction remains valid; or
applicable law requires a proportionate remedy.
The amount should reasonably correspond with the unresolved or undelivered portion.
Coupons and Discounts
Where an order was purchased using a coupon, the refundable amount is generally based on the amount actually paid for the affected portion of the transaction.
A customer is not ordinarily entitled to receive the face value of an expired or consumed discount code as cash.
For example:
If a ₦10,000 service receives a 10% discount and the customer actually pays ₦9,000, a full monetary refund would ordinarily be based on the eligible amount actually paid rather than an additional ₦1,000 coupon value.
Orders Paid Partly With Promotional Credit
Where an order is funded using both:
customer-funded wallet value; and
promotional or bonus credit,
a refund may be allocated between those funding sources.
The promotional portion may be restored as promotional value rather than converted into cash.
The customer-funded portion may qualify for external refund where applicable.
Taxes
Where a refund affects a transaction for which tax was properly charged or invoiced, Sizzle Social may adjust the tax component in accordance with applicable Nigerian tax and invoicing requirements.
Where required, an appropriate refund record, credit adjustment or other accounting entry may be created.
Refund Charges and Deductions
Sizzle Social will not impose arbitrary refund penalties.
Where a refund is required because Sizzle Social failed to properly supply the purchased service, any refund will be handled in accordance with applicable consumer law.
Where a customer voluntarily cancels an advance order in circumstances where a reasonable cancellation charge is legally permitted, the amount of any charge must reflect the circumstances rather than operate as a punishment.
Relevant factors may include:
whether processing began;
actual irreversible costs;
amount of notice;
work already performed;
supplier commitment; and
the applicable law.
Any deduction must be capable of reasonable justification.
Refund Processing Procedure
Step 1 — Submit the Refund Request
Go to: https://sizzlesocial.ng/refund
Provide accurate information about the refund being requested.
Depending on the request, this may include:
registered Sizzle Social email;
payment reference;
order ID;
payment date;
payment amount;
refund amount requested;
reason for request;
relevant screenshot or receipt; and
any other information reasonably required to identify the transaction.
Do not submit false, edited or fabricated documents.
Step 2 — Initial Verification
After receiving the request, Sizzle Social may verify:
that the account exists;
identity of the requester;
ownership of the account;
payment status;
wallet funding;
wallet balance;
transaction history;
related orders;
previous refunds;
chargebacks;
security concerns; and
whether enough information has been provided.
A request containing incomplete information may require follow-up before substantive review begins.
Step 3 — Order Investigation
Where a refund relates to a service order, we may investigate:
original quantity;
start count where applicable;
delivered quantity;
current status;
service description;
supplier records;
API records;
internal order logs;
refill history;
customer actions;
destination availability;
usernames;
timing;
previous support communications;
screenshots; and
other relevant evidence.
We may contact upstream providers where necessary.
Step 4 — Fraud and Duplicate-Recovery Checks
Before releasing an external refund, Sizzle Social may confirm whether:
the amount has already been returned to the wallet;
the wallet credit has already been spent;
another refund has already been issued;
the bank has already reversed the payment;
an active chargeback exists;
the user has already recovered the same transaction elsewhere; or
the request contains fraud indicators.
This protects both the customer and Sizzle Social from duplicate payment errors.
Step 5 — Refund Decision
After review, a request may result in:
Approved — Full Refund
Approved — Partial Refund
Approved — Wallet Restoration
Approved — Replacement or Re-performance
Additional Information Required
Pending External Verification
Rejected With Reason
Referred for Further Investigation
The remedy selected should reflect the underlying facts and applicable rights.
Where the law requires a particular remedy, Sizzle Social’s internal categorisation does not override that requirement.
Acknowledgement of Refund Requests
Sizzle Social aims to acknowledge properly submitted refund requests within approximately five business days.
Complexity, weekends, public holidays, unusually high request volumes or security incidents may affect initial handling.
An acknowledgement does not mean that the refund has been approved.
Decision Time
Where the necessary information is available, Sizzle Social aims to complete the substantive refund review within approximately fifteen business days after required verification has been completed.
Some cases may take longer where they involve:
third-party supplier investigation;
payment-provider investigation;
fraud;
account-ownership disputes;
chargebacks;
incomplete documentation;
bank reconciliation;
Digital Account investigation;
multiple transactions; or
another complex issue.
Where further review is required, the request should not simply disappear without explanation.
We may provide an update or request additional information.
Approved Refund Initiation
Once an external refund has been finally approved and any required payout verification is complete, Sizzle Social aims to initiate the refund through the appropriate payment route within five business days.
This refers to Sizzle Social initiating the refund.
It does not necessarily mean that the customer’s bank account will display the funds within five business days.
Bank and Payment-Provider Settlement Times
After Sizzle Social initiates an external refund, final settlement may depend on:
the bank;
payment gateway;
card network;
payment processor;
cryptocurrency network;
financial institution; or
other external payment infrastructure.
These parties may have their own processing periods.
Where requested and available, Sizzle Social may provide relevant confirmation that the refund was initiated.
Genuine Chargeback Rights Are Not Prohibited
Sizzle Social does not require customers to waive a genuine legal right to dispute an unauthorised, duplicated or legitimately disputed transaction with their bank or payment provider.
However, customers are encouraged to use the Sizzle Social Refund or Complaints process first where reasonably practical so the matter can be investigated directly.
Active Chargebacks May Pause a Refund
Where the customer has already opened a chargeback or payment dispute for the same transaction, Sizzle Social may pause a separate external refund until the status of the dispute is known.
This prevents the customer from receiving:
a refund from Sizzle Social; and
a second recovery from the bank,
for the same payment.
Once the payment dispute is resolved, any remaining valid entitlement can be assessed.
Chargeback Abuse
Customers must not misuse bank-dispute mechanisms.
Examples of abusive behaviour may include:
disputing a payment the customer knowingly authorised;
claiming fraud after receiving the service;
requesting a refund after already recovering through chargeback;
submitting materially false information to the bank;
opening repeated disputes to avoid legitimate payment; or
attempting double recovery.
Sizzle Social may investigate and restrict an account where there is reasonable evidence of payment abuse.
This does not prevent genuine disputes.
Unauthorized Payments
If you believe your Sizzle Social account, bank account, payment method or card has been used without permission, you should act promptly.
Depending on the circumstances, you should:
secure your Sizzle Social account;
change relevant passwords;
notify Sizzle Social;
contact your bank or payment provider;
preserve transaction records; and
follow any fraud-reporting procedure required by the payment provider.
Sizzle Social may temporarily restrict the relevant account or wallet while investigating.
Fraud Investigations
Refunds may be temporarily held where there is credible evidence of:
stolen payment methods;
compromised accounts;
fabricated payment receipts;
identity fraud;
money laundering concerns;
unauthorised transactions;
chargeback manipulation;
multiple conflicting claimants; or
other serious financial abuse.
Such a hold should last only as reasonably necessary to investigate or comply with applicable legal or payment obligations.
A fraud investigation does not automatically mean the refund request is rejected.
Refund Policy Abuse
Sizzle Social may take reasonable action where users deliberately abuse the refund system.
Examples include:
repeatedly funding wallets solely to cash out through refunds;
placing orders with intentional incorrect details;
consuming services and falsely claiming non-delivery;
modifying screenshots;
fabricating payment evidence;
requesting refunds through multiple accounts;
receiving duplicate reimbursement;
making false fraud claims;
attempting to convert promotional credits to cash; or
coordinating abusive chargebacks.
Appropriate action may include:
additional verification;
temporary payment restriction;
suspension;
account termination;
evidence preservation;
payment-provider notification; or
legal or regulatory reporting where justified.
Account enforcement does not extinguish a valid statutory refund entitlement.
Resellers Remain Responsible for Their Own Customer Promises
Agencies and resellers may use Sizzle Social to fulfil services for their own customers.
A reseller may charge its own customer a different amount from the Sizzle Social order price.
Sizzle Social is generally responsible only for the transaction between Sizzle Social and the Sizzle Social account holder.
We are not automatically responsible for:
the reseller’s markup;
refund promises made by the reseller;
compensation promised to the reseller’s client;
penalties imposed by the reseller’s marketplace;
unsupported delivery guarantees;
lost profit on the resale transaction; or
another commitment independently created by the reseller.
Any Sizzle Social refund will ordinarily be calculated using the amount actually paid to Sizzle Social for the affected service.
Refunds Do Not Include Reseller Profit
If an agency purchases a service from Sizzle Social for ₦10,000 and independently resells it to a client for ₦25,000, a Sizzle Social refund is not automatically calculated using the reseller’s ₦25,000 customer price.
The relevant Sizzle Social transaction is generally the amount actually paid to Sizzle Social.
Resellers are responsible for maintaining their own customer refund and consumer-compliance arrangements.
Rewards, Affiliate Credits and Promotional Benefits
Where a refunded transaction generated:
affiliate commission;
cashback;
reward points;
promotional balance;
tier progress;
coupon benefits; or
another incentive,
Sizzle Social may reverse or adjust the related benefit where appropriate.
A customer should not receive both:
the economic benefit attached to a purchase; and
a full reversal of that same purchase,
where doing so would create duplicate value.
Refund Communication
Refund Communications
Refund-related communications may be sent through:
the registered email address;
support ticket;
dashboard;
refund-management system; or
another appropriate official channel.
Customers are responsible for providing accurate contact information and monitoring the communication channel used for the request.
Sizzle Social will never require a customer to disclose their bank PIN, card PIN, banking password or OTP to approve a refund.
Failure to Provide Requested Information
Where Sizzle Social reasonably requires additional information to investigate a refund and the customer does not provide it, the request may be placed on hold.
Examples may include failure to provide:
transaction reference;
order ID;
verification information;
proof needed to identify the payment; or
information necessary to resolve conflicting claims.
The request may be reopened or continued once the required information is provided, subject to applicable law and record availability.
Challenging a Refund Decision
Internal Review
If you disagree with a refund decision, you may request further review through the appropriate Sizzle Social complaint process.
Provide:
refund request reference where available;
relevant order or transaction;
reason you believe the decision is incorrect; and
any new evidence.
A review should consider information not previously available and whether the original policy decision was correctly applied.
Complaints Process
A refund complaint can be escalated through the Complaints & Dispute Resolution Policy.
Refund and complaint processes serve different purposes:
Refund Process: determines whether money or value should be returned.
Complaints Process: reviews dissatisfaction concerning the handling, conduct, procedure or outcome of the matter.
Using the internal complaint process does not remove any external statutory right.
Regulatory Rights
Nothing in this Policy prevents a person from exercising a right available under applicable Nigerian law.
Where applicable, consumers may have rights to seek redress through the Federal Competition and Consumer Protection Commission (FCCPC), another competent regulatory authority or a court of competent jurisdiction.
Sizzle Social encourages users to provide us with a reasonable opportunity to investigate a problem first where practical, but internal processes do not eliminate regulatory rights.
Privacy and Refund Records
Personal Data Used for Refund Processing
Refund processing may require Sizzle Social to process personal information including:
account information;
payment details;
transaction references;
bank information;
support correspondence;
order records;
screenshots;
identity-verification information; and
fraud or dispute records.
This information is processed in accordance with the Sizzle Social Privacy Policy.
Data Minimization
Sizzle Social should request only information reasonably necessary to:
identify the customer;
verify payment;
prevent fraud;
determine refund eligibility;
return funds securely;
comply with applicable law; and
maintain appropriate records.
Customers should redact unrelated sensitive information from documents where it is not necessary for the request.
Refund Record Retention
Sizzle Social may retain appropriate refund records for purposes including:
financial accounting;
tax compliance;
payment reconciliation;
fraud prevention;
chargeback defence;
complaint handling;
regulatory compliance;
legal claims; and
demonstrating how a refund was handled.
Retention is governed by the Privacy Policy and applicable law.
Relationship With Other Policies
Billing, Wallet & Payment Policy
The Billing, Wallet & Payment Policy explains:
wallet funding;
payment methods;
wallet accounting;
payment verification;
promotional balances;
reversals;
duplicate payments;
withdrawals;
chargebacks; and
related billing matters.
Where the question concerns whether money should be returned, this Refund Policy applies together with the Billing Policy.
Terms of Service
The Terms of Service establish the wider contractual relationship between Sizzle Social and users.
This Refund Policy provides the more specific rules governing refunds.
Where the Terms contain a general payment provision and this Refund Policy contains a more specific refund rule, both should be read together.
Mandatory applicable law always takes priority.
Digital Accounts Policy
Digital Accounts and similar products are subject to specialied rules because credentials, account access and unique digital goods cannot always be returned once disclosed.
The Digital Accounts & Digital Products Policy provides those additional rules.
This Refund Policy continues to govern the monetary remedy where an eligible Digital Account refund is ultimately approved.
Legal Rights and Consumer Protection
No Blanket “No Refund” Rule
Sizzle Social does not operate a contractual rule stating that customers can never receive refunds under any circumstances.
Refund eligibility depends on:
what was paid;
whether the service was provided;
how much was delivered;
whether a problem can be corrected;
whether the customer caused the issue;
whether the wallet contains customer-funded or promotional value;
whether another refund has already occurred; and
rights arising under applicable law.
Quality and Timely Performance
Where Sizzle Social agrees to perform a service, applicable consumer-protection law may require appropriate standards of:
timely performance;
reasonable quality;
reasonable care and skill; and
notification where unavoidable delays occur.
Where those standards are not met, available remedies may include correction, re-performance, partial refund or another appropriate remedy depending on the circumstances.
Non-Excludable Rights
Nothing in this Refund Policy should be interpreted to:
waive a consumer’s mandatory statutory rights;
permit Sizzle Social to retain payment for a wholly unperformed service where a refund is legally required;
exclude liability that applicable law does not permit to be excluded;
prevent a genuine regulatory complaint;
prohibit a legitimate payment dispute; or
authorise an unfair or unreasonable contractual term.
If a provision of this Policy conflicts with a mandatory legal right, the mandatory legal right prevails to the extent of the conflict.
Changes to the Refund Policy
Policy Updates
Sizzle Social may update this Refund Policy to reflect:
changes in law;
regulatory guidance;
payment-provider requirements;
platform development;
new services;
changes to our wallet system;
new refund technology;
fraud-prevention requirements; or
improvements to customer protection.
The Last Updated date at the top of this Policy will identify the current version.
Which Version Applies?
Where a dispute concerns an earlier transaction, relevant facts may include:
the policy in effect when the transaction occurred;
the service description in effect at the time;
later improvements that benefit the customer;
applicable statutory rights; and
mandatory law.
Sizzle Social will not use a later policy amendment to unlawfully remove a refund right that had already accrued.
Governing Law
This Refund Policy is governed principally by the laws of the Federal Republic of Nigeria, including applicable consumer-protection law.
Nothing in this section prevents mandatory rights under another applicable jurisdiction from applying where legally required.
Contact and Refund Requests
Submit a Refund Request
All formal customer refund requests should be submitted through: https://sizzlesocial.ng/refund
When submitting a request, provide accurate and complete information so that the transaction can be identified and reviewed efficiently.
General Refund Questions
For general questions about this Refund Policy:
Sizzle Digital Technologies
Platform: Sizzle Social
Website: https://sizzlesocial.ng
Email: contact@sizzlesocial.ng
For general legal information, visit the Sizzle Social Legal Centre.
For general complaints, review the Complaints & Dispute Resolution Policy.
For payment and wallet rules, review the Billing, Wallet & Payment Policy.
Final Refund Principle
The purpose of this Refund Policy is to ensure that users do not lose money merely because a paid service genuinely failed, while also protecting Sizzle Social from duplicate recovery, fraudulent claims, payment abuse and refund requests involving services that were properly delivered and consumed.
Each request should therefore be determined using the actual transaction history, service status, evidence, customer actions, payment records and applicable rights.
Where Sizzle Social properly delivered what was purchased, the fact that the customer later changes their mind or fails to achieve an unrelated commercial objective does not ordinarily create a refund entitlement.
Where Sizzle Social did not provide what was paid for, only part of the service was provided, or another legally protected failure occurred, the customer should receive the correction, refund or other remedy that is appropriate to the circumstances.
And where the customer’s own action caused the problem, the remedy may reasonably reflect that fact.
This approach allows Sizzle Social to maintain a refund system that is fair to customers, commercially responsible, resistant to abuse and consistent with applicable Nigerian consumer-protection requirements.
