Refunds & Store Balance
Failed orders restore your balance. Delivered digital credentials are handled through the warranty, while Store Balance stays closed-loop except where law or an approved correction requires otherwise.
This page separates three different events: adding money to Store Balance, an order failing before delivery, and a problem discovered after digital credentials have been delivered.
Funding your Store Balance
A confirmed bank transfer adds the confirmed amount to your NGN Store Balance. Because the balance is closed-loop store credit, it is not normally withdrawable, transferable to another user or redeemable for cash. Fund only the amount you expect to spend on AcctVault.
A screenshot or receipt does not create a credit. If a transfer is delayed or unmatched, contact support with the funding reference so we can investigate the actual bank transaction. Transfers confirmed for the wrong AcctVault account are corrected only after ownership and payment details are verified.
Failed and incomplete orders
When an order is submitted, its cost may first appear as a hold. If the supplier API rejects the order or fulfilment fails before delivery, the hold is released in full to your Store Balance. If a duplicate or incorrect debit occurs, we correct the ledger and restore the affected amount.
A released hold or restored balance is not a cash refund: it means the Naira credit is again available for another AcctVault order.
After credentials are delivered
Digital credentials cannot be returned as unseen once they are displayed in your dashboard. A valid claim under the log warranty is normally settled with:
- A replacement of the same specification, where available
- An equivalent package accepted by you, where the exact specification is unavailable
- A Store Balance credit for the affected order where we cannot provide an acceptable covered replacement
Why it works this way
Account credentials cannot be un-delivered once revealed. The warranty addresses defects that existed at delivery without treating a viewed digital secret like a physical item that can be returned. A change of mind after delivery is therefore not a covered claim.
Before ordering, review the platform, country, product type, package details and Naira price. If the delivered package materially differs, report it before using or changing the credentials.
When money may return to a bank account
We may return money to the originating account where required by applicable law, where we approve correction of a mistaken or duplicate transfer, or where we permanently close the service while you still have eligible unused balance. Identity, account ownership and transaction checks may be required. Bank reversals or unauthorised payments are handled through the originating bank and may result in a corresponding balance reversal.
Raising a claim
Open the order in your dashboard and contact support within 24 hours of delivery. Include the order reference and clear evidence of the issue, but never send your AcctVault dashboard password or one-time login code.
What qualifies is set out on the log warranty page. A supplier order that never delivered is handled as a failed order, not as a warranty claim.
If you disagree with a decision
Reply in the same support thread and ask for review. We check the order event, supplier response, delivery record and Store Balance ledger before making a final decision.