1. Core savings-cycle rule
This rule protects the shared contribution schedule and the legitimate expectations of all participating members. Joining a plan is a financial commitment. Members remain responsible for missed contributions and outstanding amounts under the accepted plan rules.
A payout is not a refund. Eligible payouts follow the selected plan’s schedule and conditions.
2. Cancellation before a cycle starts
A member may ask to cancel participation before the plan starts. A request is not complete merely because it was sent; support must confirm the plan status, accepted terms, payment state, and whether cancellation remains available under that plan’s current rules.
If money was already paid, any available return or reallocation is determined by the payment status, plan terms, provider processing state, applicable charges disclosed before payment, management authorization, and applicable law. Do not assume an automatic refund until the request is approved and recorded.
3. Exceptional request after a cycle starts
Management may review an exceptional circumstance but is not required to approve it unless applicable law says otherwise. Every approved exception must include:
- the member and affected plan or payment;
- a clear request and supporting information;
- the reason for the decision;
- the authorized approver;
- the amount and method, where approved;
- the decision and processing timestamps; and
- an immutable audit and financial record.
Potential impacts on other members, completed rounds, payouts, outstanding contributions, disputes, fraud checks, and provider limitations may be considered.
4. Failed, pending, duplicate, or incorrect payment
If a payment appears wrong, report it through official support within 48 hours. Include the reference, amount, date and time, payment status shown in the app, and a description of the issue. Do not send passwords, OTPs, PINs, or full card details.
- Pending: wait for verification and contact support before trying again.
- Failed: a failed attempt is not recorded as a successful contribution. Confirm whether your account was debited.
- Duplicate: report both references. The service verifies provider records and prevents the same reference from being credited twice.
- Incorrect amount or owner: the payment is not accepted against the intended obligation until the authoritative verification and approved resolution are complete.
Where a provider reversal or refund is appropriate, processing time depends on the payment channel and provider. The operator must communicate the available status; this policy does not promise a fixed settlement period that has not been approved.
5. Plan cancellation by management
A plan may be cancelled for fraud, regulatory, technical, or management reasons. Affected members must be notified. The resolution for each member depends on verified contributions, completed rounds, payouts already credited, outstanding obligations, provider status, the accepted plan terms, applicable law, and an authorized, audited decision.
Financial records are not deleted when a plan is cancelled. Any correction, return, or reversal is recorded through the controlled financial workflow.
6. How to submit and track a request
- Open an authenticated support ticket in the app when possible.
- Select the financial-dispute or applicable category.
- Identify the plan, transaction, amount, date, and reference.
- Describe the requested resolution and attach safe evidence through the private ticket feature.
- Keep the ticket reference and follow the status: open, under review, resolved, or closed.
General contact: +234 816 342 6166. Account-specific information will only be discussed after appropriate identity verification.
Related documents: Terms of use, Privacy notice, and the current guidelines displayed for the specific plan.