Payments, cancellations and refunds

Before paying, check the product, amount, currency and benefits displayed in checkout. Keep the order reference shown in Billing. A successful payment notification is verified with Paystack before coins or access are issued. If confirmation is delayed, do not repeatedly pay for the same order; return to Billing or contact support.

If you were charged incorrectly, charged more than once, or did not receive the service you purchased, open a private support request or email hello@navirella.com. Include the order reference, payment date and a brief description. Do not send a complete card number, password, PIN or one-time code.

We review the payment and delivery records and explain the proposed remedy. A remedy may include correcting access, resolving a duplicate charge or issuing an appropriate refund through the payment provider. Your statutory consumer rights continue to apply. This policy does not impose a blanket exclusion of refunds for digital content.

A recurring subscription can be cancelled from Billing when a renewal is active. Cancellation stops future renewal once confirmed with the payment provider; it does not by itself reverse a payment already made. A nonrenewing pass ends at its recorded expiry without a cancellation request. Contact support to have any disputed charge reviewed separately.

Where a payment is refunded or reversed, its corresponding coins, access or renewal benefits may be withdrawn. Completed benefits and spending are reconciled in an audit record. If already-spent credits leave a shortfall, further coin spending is paused for review instead of creating a negative spendable balance.

A provider-confirmed refund may take additional time to appear with your bank or payment method. We will use the provider's actual status rather than promise an unverified settlement date. If a concern remains unresolved, you may seek assistance from the Federal Competition and Consumer Protection Commission at fccpc.gov.ng.