Refund policy

Effective 22 October 2026

This policy explains how to ask us to review a Tour Naija payment. The outcome depends on the transaction type, the event or service terms, fulfilment status, and applicable law.

Event tickets

Check the event organiser’s cancellation and refund terms before buying. A ticket refund request can be submitted in the app. Requests are reviewed against the event policy, admission status, and payment record. An admitted ticket may not be eligible for a refund. If an event is cancelled or materially changed, follow the organiser notice and contact in-app support.

Wallet funding

If a wallet top-up is charged but not credited, do not repeat the payment. Use the transaction receipt or payment reference to ask support for reconciliation. Unused wallet balances may require verification and payment-provider processing before they can be returned.

Everyday service purchases

Service orders may take time to confirm. If fulfilment fails after a successful charge, the order is reviewed and an eligible refund is sent to the original payment method. Provider delivery confirmations and payment status are checked before a refund is finalised. A completed service purchase may not be reversible.

How to request a review

Use the transaction or ticket support option in the app and include the order or payment reference. We will review the request and show status updates where available. Refund processing times depend on the payment provider and bank.

Partner payouts

Partner payouts are subject to event settlement, refunds, disputes, verification, and payout-account checks. Contact partner support in the Partner app about a payout status.