Refund Policy
Effective Date: 3rd July 2025
Thank you for using PlataEZ. We aim to deliver fast, secure, and reliable services at all times. However, we understand that there may be rare instances where transactions fail or services are not delivered as expected. This Refund Policy explains the conditions under which refunds may be granted.
Non-Refundable Services
The following services are generally non-refundable once processed successfully:
Airtime and data top-ups
Utility bill payments (e.g. ECG, water)
DStv/GOtv payments
BECE and WASSCE result checker voucher codes
Once these services are fulfilled and delivered, they cannot be reversed or refunded.
Eligible Refund Scenarios
Refunds may be issued in the following situations:
Failed Transaction with Deducted Payment: If your payment was deducted but the service was not delivered due to a technical issue, system error, or third-party failure.
Duplicate Payment: If you were charged more than once for the same transaction.
Incorrect Delivery Caused by System Error: If our platform delivers a service to the wrong recipient (e.g., wrong number or account) due to a confirmed system fault.
Ineligible Refund Scenarios
Refunds will not be issued for:
User errors (e.g., wrong phone number, meter number, index number, or exam year entered by the customer)
Expired or already-used result checker vouchers
Change of mind after a successful transaction
Network delays caused by third-party providers (telecom, utility, or WAEC servers)
Requesting a Refund
To request a refund, contact our support team with the following information:
Full name and contact details
Transaction ID or reference number
Date and time of the transaction
Description of the issue
Screenshots or evidence (if available)
The above details should email to wecare@plataez.com
Refund Review & Processing Time
All refund requests are reviewed within 24–48 hours.
If eligible, refunds will be processed within 5–10 business days, depending on your payment method and provider.
Refunds will be issued using the same method of payment (e.g. MoMo or card).
Dispute Resolution
If you are unsatisfied with the outcome of your refund request, you may escalate the matter to our support supervisor. PlataEZ is committed to resolving all issues fairly and in a timely manner.
Policy Changes
PlataEZ reserves the right to amend this Refund Policy at any time. All updates will be posted on our website, and your continued use of the platform constitutes acceptance of the revised policy.
Need help?
If you have any questions, concerns, or complaints about our privacy practices, please contact:
wecare@plataez.com
