Refund & Cancellation Policy
Clear cancellation windows, transparent payout schedules, and fair dispute procedures built to protect both clients and local merchants.
Effective Date
May 24, 2026
Explorer Refund Rules (Customers)
Rules for cancellation refunds, 24-hour schedules, business no-show protections, and payment gateway transit times.
1. The 24-Hour Cancellation Window
To receive a full (100%) refund of any commitment deposit paid to secure an appointment, you must initiate a cancellation or rescheduling request at least 24 hours prior to your scheduled service start time.
If you cancel your appointment less than 24 hours before the scheduled time, or fail to show up for your slot within 15 minutes of the start time ('No-Show'), the service provider reserves the right to retain the deposit in full to offset lost scheduling time.
You can execute cancellations or reschedules instantly with a single click in the 'My Bookings' section of your Explorer dashboard. The timestamp logged by our database serves as the official cancellation marker.
Cancel or reschedule your booking at least 24 hours in advance to receive a 100% refund of your deposit. Late cancellations (< 24 hours) or no-shows forfeit the deposit.
2. Business-Initiated Cancellations
If a service provider (business) cancels your scheduled appointment for any reason, getpointa will dispatch an immediate alert via WhatsApp and email.
Your deposit is protected by our escrow system and will be automatically refunded in full (100%) to your original payment method. The merchant will not receive any portion of this transaction.
If you arrive at a physical business location at the scheduled time and find the business closed or unable to perform the service, you must report the issue within 24 hours to secure an automatic refund.
If the business cancels your appointment or is a no-show, you are immediately refunded 100% of your deposit.
3. Refund Processing & Transit Timelines
Once a refund is approved by our system, the payment gateways (Paystack and Flutterwave) initiate banking reversal commands instantly.
Refunds typically take between 3 to 5 business days to appear in your Nigerian bank account or card statement, depending entirely on clearing cycles of the issuing banks. getpointa has no direct control over banking clearance speeds.
We will issue a transaction receipt showing the successful refund trigger. If you do not see the funds in your account after 7 business days, you can contact support@getpointa.ng, and we will provide gateway tracking IDs for your bank to trace.
Once approved, refunds take 3 to 5 business days to land back in your Nigerian bank account or card balance.
4. Completed Service Policy
Once a service is fully performed by a provider and the remaining balance has been collected in person, getpointa does not facilitate refunds for quality dissatisfaction.
If the service rendered was drastically different from what was described or was performed unprofessionally, you must not negotiate in-person chargebacks. Instead, you must log a formal complaint with our dispute desk within 48 hours.
getpointa holds deposits in escrow until appointments are marked completed. Once escrow is released, we cannot claws back payments from the merchant without an administrative investigation.
Fully rendered services are non-refundable. If you are highly unsatisfied with the service quality, you must file a formal dispute instead of requesting a chargeback.
We are here to resolve issues.
If you need to check a pending transaction, report a business no-show, or file a formal dispute, our resolution desk is available Mon–Fri, 9 AM–5 PM WAT.