Refund and Cancellation Policy

This covers monthly, 3-month, 6-month and yearly plans.

• When you can get a refund: within 7 days of your first payment for a plan, as long as you haven't used any of its paid features or services.
• Once you've used it: after you've used any paid feature, the payment can't be refunded, unless the law says it must be or we agree to make an exception.
• Cancelling: you can cancel at any time. Unless checkout said otherwise, cancelling stops the next payment, and your plan keeps working until the end of the time you've already paid for.
• Renewals: once a renewal payment has gone through, it can't be refunded, unless the law says it must be or it qualifies under these rules.
• Paid twice, or charged by mistake: if we confirm you were charged twice or charged in error, we'll refund it.

Money in your wallet pays for things on Wivanta Africa, such as talent enquiries.

• Money you haven't used: you can ask for it back within 30 days of adding it, as long as it hasn't been spent, moved, or set aside for a payment.
• If you've used some of it: only the unused part can be considered for a refund.
• Money you've spent: money spent on completed enquiries or other services you've received can't be refunded, unless the law says it must be or the service failed in a way that qualifies for a refund.
• How you get it back: refunds usually go back to the card or account you paid with, following the payment provider's process. If we refund you as wallet credit instead, we'll tell you clearly how much and why.
• Fraud checks: we may look into payments that seem suspicious before we refund them, as the law allows.

• Paystack adds a processing fee when you pay. Paystack keeps this fee, so when we refund a payment, we refund the price you paid us, not Paystack's fee.
• If the refund is because of our mistake, such as charging you twice or charging you in error, we refund the full amount you paid, including Paystack's fee.

If you send a paid talent enquiry and we confirm the creator isn't available:

• We add $5.50 credit to your Wivanta Africa wallet for that enquiry, as long as it qualifies under our rules for unavailable creators.
• We add the credit once we've confirmed the creator isn't available.
• You can use the credit on future enquiries or other services on Wivanta Africa.
• You won't be paid back twice for the same enquiry, unless the law says so or we agree to it.
• If a creator becomes unavailable after a booking or agreement was confirmed, we'll look at that case separately, based on what you paid for and the terms that apply.

Email us at [email protected] with the email address on your account, the payment reference, the date you paid, and why you're asking for a refund.

We'll look at each request and tell you our decision within a reasonable time. Approved refunds are sent through the payment provider; how long the money takes to reach you depends on your card or bank.

Nothing in this policy takes away consumer rights that the law says can't be taken away. We may look at unusual situations one by one, and we follow the consumer protection laws that apply to your payment.