Refund Policy

1. How Payments Work on Gwags.ng

All payments on Gwags.ng are processed by Paystack Technology Inc., a PCI-DSS certified payment processor. First Pristine Solutions Ltd does not store your card number, bank details, CVV, or PIN — payment data is handled entirely by Paystack.

When a payment is made, Paystack sends us a transaction reference and status. We use this to confirm your booking or order. All refunds are also processed through Paystack's infrastructure back to your original payment method.

2. Who Handles Refunds

There are two types of refunds on the platform:

• Vendor-initiated refunds: where a vendor or service provider cancels, fails to deliver, or agrees to refund you directly. The vendor instructs us to process the refund via Paystack.
• Platform-initiated refunds: where Gwags.ng has received your payment and the issue arises from a confirmed technical failure or duplicate charge on our side.

Because Gwags.ng is a marketplace, we are not the seller of the underlying service. We cannot compel vendors to issue refunds beyond what their stated cancellation policy allows. We will mediate disputes in good faith, but our ability to enforce refunds is limited to what the vendor agrees or what is mandated by Nigerian consumer protection law.

3. Hotel and Shortlet Bookings

Standard policy

• Cancellation more than 48 hours before check-in: full refund, less any non-refundable service or booking fee disclosed at the time of booking.
• Cancellation within 24–48 hours before check-in: 50% refund at the vendor's discretion.
• Cancellation less than 24 hours before check-in or no-show: generally non-refundable. Individual property policies apply and are displayed at the time of booking.

Vendor cancellations

If a hotel or shortlet vendor cancels a confirmed booking, you are entitled to a full refund of the amount paid. We will process this within 5 working days of confirmation.

Misrepresented property

If the property you checked into is materially different from the listing (e.g. false photos, substantially different amenities), report it to us within 2 hours of check-in with photographic evidence. We will investigate and, if the claim is upheld, issue a partial or full refund at our discretion.

4. Food and Restaurant Orders

• If a restaurant confirms and then fails to fulfil your order, you are entitled to a full refund.
• If an incorrect order is delivered, contact the restaurant directly first. If unresolved, contact us within 2 hours of the scheduled delivery time with evidence.
• Refunds are not available for orders where food has been consumed and the complaint is about personal taste or preference rather than a genuine quality or fulfilment issue.
• Orders already prepared and dispatched are generally non-refundable unless there is a food safety concern or a major error on the restaurant's part.

5. Delivery and Courier Services

• If a delivery is not completed (item not delivered and confirmed missing), you are entitled to a full refund of the delivery fee and the value of any goods lost, subject to investigation.
• Damaged goods on delivery should be reported with photographic evidence within 1 hour of receipt. Refunds will be assessed case by case.
• Gwags.ng is not liable for the value of goods in transit beyond the amount paid for the delivery service through the platform. Senders are responsible for ensuring items are appropriately packaged and insured where necessary.

6. Events

• Organiser-cancelled events: full refund of the ticket price paid through the platform.
• Postponed events: your ticket remains valid for the new date. If you cannot attend the new date, contact us within 7 days of the postponement announcement for a refund.
• User-initiated cancellation more than 72 hours before the event: refund at the organiser's discretion, less any booking fee.
• User-initiated cancellation within 72 hours: generally non-refundable.
• Gwags.ng is not the event organiser. We are not responsible for the quality, content, or experience of any event.

7. Farm Produce

• Fresh and perishable produce is non-refundable once delivered, except in cases of spoilage on arrival, significant quantity shortfall, or delivery of incorrect goods.
• Complaints about farm produce must be raised within 3 hours of delivery with photographic evidence.
• Approved refunds for produce quality issues will be processed within 3 working days.

8. People Section (Professional Connections)

The People section facilitates connections between users and independent professionals. Any payment made directly between a user and a professional listed on Gwags.ng is a private arrangement and is outside our payment processing system unless it is explicitly processed through the Gwags.ng checkout. Gwags.ng is not responsible for payments made directly between users, and such payments are not eligible for a refund through our platform.

9. Platform Fees

Any booking or service fee charged by Gwags.ng itself (as opposed to the vendor's service price) is disclosed at checkout. Platform fees are non-refundable once a booking is confirmed, regardless of the outcome of the underlying service, except in the case of a confirmed platform technical error.

10. Failed or Duplicate Payments

• If your card or bank account was debited but no booking confirmation was received, contact us at support@gwags.ng within 24 hours with your payment reference. We will verify with Paystack and, if confirmed, reverse or void the charge within 3 working days.
• If you were charged twice for the same transaction (duplicate charge), contact us immediately with both transaction references. Duplicate charges will be refunded within 5 working days.

11. How to Request a Refund

To request a refund, email support@gwags.ng with the following:

• Your name and registered email address.
• Your Paystack transaction reference number.
• The service you booked and the vendor's name.
• The reason for the refund request.
• Any supporting evidence (photos, screenshots, correspondence).

We aim to acknowledge all refund requests within 48 hours and to resolve them within 7 working days. Complex disputes may take up to 14 working days.

12. Refund Processing Times

Once a refund is approved, the timeline for funds to reach you depends on your bank and Paystack's processing:

• Card payments: 5–10 working days to the original card.
• Bank transfer payments: 3–5 working days to the originating account.
• Mobile money / wallet: 1–3 working days.

First Pristine Solutions Ltd is not responsible for delays caused by your bank after we have initiated the refund.

13. Non-Refundable Situations

• No-shows or late cancellations within vendor-specified non-refundable windows.
• Services fully rendered and consumed.
• Dissatisfaction based solely on personal taste or subjective preference.
• Situations arising from your own error (wrong booking details, wrong address provided, missed appointment).
• Platform fees once a booking is confirmed.
• Payments made directly to vendors outside the Gwags.ng checkout.
• Refund requests submitted beyond the applicable reporting window.

14. Governing Law

This Refund Policy is governed by the laws of the Federal Republic of Nigeria, including the Federal Competition and Consumer Protection Act (FCCPA) 2018. Disputes shall be subject to the jurisdiction of the courts of Abuja, FCT, Nigeria.