How refunds work on Nexar

Most failed orders are refunded automatically, to the wallet you paid from. Here's what happens for each product.

Virtual numbers

• If no code arrives, the order expires within about 5 minutes and is refunded automatically.
• You can also refund it yourself after 2 minutes. On the web, open the order's Actions and select Refund. In the app, tap Refund on the order.
• An order can't be refunded once a code has arrived, or once you've used Resend.

Rental numbers

• With Auto cancel on, a rental that gets no SMS within 18 minutes is cancelled and refunded automatically.
• Rental refunds go to your dollar wallet, at the dollar price, even if you paid in naira.

Gift cards

• If the card can't be issued when you buy it, the charge is reversed straight away.
• If the supplier is still working on it, we keep checking. If they refund it, we refund you automatically.
• A card that has been delivered can't be refunded.

Social media boosts

• A cancelled or rejected order is refunded in full.
• If only part was delivered, you get back the share that wasn't.
• An order still running after a week is treated as partly delivered and refunded for what's left.

Airtime, data and bills

• A purchase that fails is refunded straight away.
• A purchase that's still processing is checked again every few minutes for up to 72 hours. If it still hasn't gone through, message us.

eSIMs and proxies

• If the supplier turns the order down, you aren't charged.
• If the supplier hasn't confirmed it yet, the order stays pending while we follow it up. Message us if it stays that way.
• An eSIM can't be refunded once its QR code has been generated.

Asking for a refund

If your order isn't covered above, open Help, choose My order, pick the order, then I want a refund for this order. Tell us what went wrong and we'll review it.