Refund Policy

At Sureplug, we aim to maintain a transparent and fair digital marketplace. Because our platform primarily deals with digital access and administrative fees, please carefully read our refund policy below.

1. User Fees (Unlocking Contacts)

When a User pays the fee to "unlock" a Provider's contact information, the fee is strictly non-refundable.

• Why? The fee covers the immediate digital delivery of the Provider's private contact details (Phone/WhatsApp) to your dashboard. Once this information is revealed, it cannot be "returned."
• Exceptions: If you experience a technical glitch where you are successfully charged but the contact information fails to unlock on your dashboard, please contact support within 48 hours for manual resolution or a refund.

2. Provider Onboarding Fees

The ₦1,000 onboarding and verification fee paid by Vendors is an administrative fee covering the cost of processing and reviewing identity documents. This fee is non-refundable, regardless of the outcome of the verification process.

• If your profile is approved, you gain access to the marketplace.
• If your profile is rejected due to fraudulent or invalid documentation, the fee will not be refunded.

3. Off-Platform Transactions

Sureplug is a matchmaking directory. Any payments made directly to a Provider (e.g., for buying bags of cement, paying for carpentry services) are entirely between the User and the Provider.

Sureplug cannot mediate, refund, or reverse any payments made off-platform for goods or services.

Users are strongly advised to inspect goods and agree on clear terms with Providers before making any substantial payments. If a Provider issues a receipt via our platform, that receipt serves as a record between you and the Provider, but Sureplug holds no liability for the fulfillment of that receipt.