Refund Policy

Last Updated: October 17, 2025  |  Effective Date: October 17, 2025

1. Overview

TiwaVerse is a digital platform providing social networking, content creation, and e-commerce services for the Nigerian and African diaspora community. This Refund Policy outlines our approach to payments, refunds, and transaction disputes for purchases made through the TiwaVerse platform.

By using TiwaVerse, you agree to this Refund Policy, along with our Terms of Service and Privacy Policy.

2. Digital Goods and In-App Purchases

TiwaVerse offers digital goods and virtual assets (e.g., stickers, awards, badges, and other in-app items). Due to their instant and intangible nature, all digital purchases are final and non-refundable once delivered to your account.

  • No refunds are issued for redeemed or consumed digital goods.
  • We do not offer refunds for accidental purchases or user error.
  • Non-delivery due to technical issues may be reviewed for refund eligibility (see Section 5).

3. TiwaPoints Rewards & Payouts

TiwaPoints represent engagement-based rewards earned through user activity. These points are not refundable, transferable, or exchangeable once credited or converted into cash payouts.

  • Payouts to verified Nigerian bank accounts are final once processed.
  • Refunds or reversals of TiwaPoints or reward payouts are not permitted unless due to verified system error or fraud correction.
  • TiwaVerse reserves the right to adjust TiwaPoints or payout amounts in cases of detected abuse, manipulation, or ineligible activity.

4. Creator Tips, Donations & Purchases

When you tip a creator, make a donation, or purchase from another user via TiwaMart, your transaction is considered a direct transfer facilitated through a third-party payment processor (Flutterwave or Stripe). TiwaVerse does not control these funds and cannot reverse or refund them once confirmed.

If you believe a transaction was fraudulent or unauthorized, please contact the respective payment processor:

5. Failed or Duplicate Transactions

If your payment was processed more than once or failed but you were charged, we will coordinate with our payment partners to verify and resolve the issue. Refunds for verified duplicate or failed transactions will be initiated through the original payment method.

  • Refund processing may take up to 7–14 business days depending on your bank or payment provider.
  • We may request transaction details (payment reference ID, date, and method) to investigate the issue.
  • All refund approvals are subject to verification by our payment partners.

6. Dispute Resolution

In the event of a payment-related dispute, please first contact our support team at support@tiwaverse.com with your transaction details. We will investigate and coordinate with Flutterwave or Stripe as needed.

If unresolved, disputes may be escalated under the applicable jurisdiction (see our Terms of Service).

7. Chargebacks

Unauthorized chargebacks or payment disputes filed with banks or payment processors without prior notice to TiwaVerse may result in account suspension, restriction of payout eligibility, or termination. Please contact us first to resolve any billing issues.

8. Policy Exceptions

TiwaVerse may issue refunds at its discretion under exceptional circumstances, such as verified system errors or regulatory compliance requirements. Such refunds will be processed to the original payment method or credited to the user’s account as applicable.

9. Contact Us

For refund or billing inquiries, please contact our support team:

📧 billing@tiwaverse.com
We aim to respond within 5 business days.