Any user who has created an account with TopUp Africa and has deposited funds via any of our channels (cash deposit in bank, bank wire transfer, or card payment on TopUp Africa website / portal / app), can make transactions for any services available on TopUp Africa platform within the limit of their deposit.
Funds deposited via a card payment are credited to your account immediately. Funds deposited via other channels are credited within minutes during standard working hours (Monday – Friday, 8am – 5pm except public holidays), and in the morning of the first business day if a deposit was effected on a day-off.
Deposited funds are converted into airtime and cannot be withdrawn in cash. They can only be used for purchasing services on TopUp Africa platform.
All payments are processed in Nigerian local currency i.e. Naira. Available balance is also displayed in Naira.
Transactions are processed online instantly. Once completed, a confirmation message informs you of a successful payment.
Each transaction holds a unique Transaction ID which is used to track and identify all transactions conducted on TopUp Africa platform. This ID is important for a number of reasons, including dispute resolution.
We strive to keep our service up and running at all times. However, due to the nature of e-payment channels, downtimes of service providers’ platforms may occur from time to time. We keep our users informed of temporary unavailability of any services via pop-up notifications and emails. As a general rule, downtimes do not last more than 1 – 2 hours.
You are unable to perform transactions during a downtime, and no funds are deducted.
You can access a full list of your successful transactions on your app / portal. If you believe that the list is inaccurate, you must inform us within 30 days of the date of any transaction you dispute. Otherwise, it is deemed that you agree with the status of all your transactions, and TopUp Africa reserves the right to reject any claims.
If you have doubts about any transaction that was carried out from your account, you shall notify us as soon as possible so that we could investigate.
If we identify a problem on our side, we will take action immediately:
if the transaction failed, but funds were deducted from your account, we will either reimburse your account, or repeat the transaction (whatever option you will prefer);
if the transaction was successful, but funds were deducted incorrectly (for example, twice the amount of payment), we will reimburse your account;
if the transaction was successful, but funds were not deducted, we reserve the right to deduct them after communicating this information to you and getting your confirmation.
If we do not find any problem on our side, then you need to contact a relevant service provider. We have no liability beyond that of a payment agent.
The Transaction ID and transaction details will be requested to review your claim.
TopUp Africa is not responsible for the quality of services you purchase. All the claims in this regard should be addressed to the relevant service provider.
We can’t cancel any transactions once they are successfully completed, therefore we advise you to carefully examine all transaction details before submitting it for payment.
In case you entered a wrong phone number / account details and the payment was sent to a wrong person, you need to contact a relevant service provider to find out if the issue can be resolved. TopUp Africa is not responsible for the information you enter, it is only responsible for processing transactions.