Refund and Returns Policy

CONVEOLA NIGERIA LIMITED- REFUND POLICY

At our company, we strive to provide a seamless experience for our customers.

This Refund Policy explains the conditions under which Conveola Nigeria Limited may issue refunds for transactions carried using our fuel card. Our policies emphasise that fuel cards are for authorised owners/ business use only and misuse may void refund eligibility.

By using our fuel cards, customers agree to this policy in addition to our Terms and conditions.

Refund Eligibility:

Refunds may be issued in the following circumstances:

1. Duplicate Transactions: Where a customer is charged more than once for the same transaction.
2. Failed or Incomplete Transactions: Where funds are debited, but fuel is not dispensed.
3. System or Network Errors: Errors caused by our platform, payment processors or partner fuel stations.
4. Incorrect Billing: Where the amount debited materially differs from the fuel value dispensed. Refunds may be available for unused fuel cards or fuel cards with remaining balance.

Refunds will not be granted where:

1. Fuel has been correctly dispensed and consumed
2. The transaction was successfully completed using valid authentication (PIN, card or account credentials).
3. The issue arises from customer negligence, misuse or breach of card terms.

Non- Refundable Items

The following are strictly non- refundable:

1. Completed fuel purchases
2. Card issuance, renewal, replacement and maintenance fees
3. Administrative, services or convenience fees
4. Balance on expired, suspended or closed accounts due to policy violations

Refund Request Procedure:

Customers must submit a refund request within 7-14 days from the transaction date by contacting Customer Support and providing:

1. Registered company or cardholder’s name
2. Fuel card number
3. Transaction date, amount and location
4. Reason(s) for refund request
5. Supporting documents (receipts, transaction reference and station details

Late submissions may be declined

Investigation & Resolution:

All refund requests are subject to verification. This may involve liaising with fuel stations, switching companies, payment processors or banks in line with Nigerian payment- system rules.

Customers will be notified of the outcome within 5- 10 business days after all required information is received.

Refund Method & Timeline

Approved refunds will be processed by:

1. Crediting the customer’s fuel card or account balance; or
2. Reversing the funds to the original funding source, where applicable

Refunds typically reflects within 5- 15 business days, subject to bank and payment- processor timelines in Nigeria.

Chargebacks & Dispute Resolution:

Customers are advised to contact Conveola Nigeria Limited before initiating a chargeback with their bank. Unresolved disputes may be escalated in line with Central Bank of Nigeria (CBN) customer dispute resolution framework.

Unauthorised or premature chargebacks may result in temporary suspension of the fuel card.

Fraud, Abuse & Misrepresentation

Refunds requests associated with suspected fraud, false claims or abuse of the fuel card system will be denied and may lead to account suspension, termination or legal action under Nigerian law.

Compliance with Nigerian Law

This policy is governed by the laws of the Federal Republic Nigeria, including applicable customer protection and financial services regulations.

Policy Amendments:

We reserve the right to amend this Refund Policy at any time. Updates will be communicated via our website and other official communication channels.

Contact Us:

If you have any questions or concerns about our refund policy, please don’t hesitate to contact us: https://conveola.com/contact/

We are here to help.