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Refunds & Disputes

Last updated 16 September 2026 · Version 2026-09-16

How to raise a problem with a top-up, a purchase or a settlement, what we do about it, and how long it takes. Operated by Thrive XYZ Limited.

How to raise a dispute

  • Use Help & Live Support inside the app, or email us with your name, your child's name, the school, the amount, and the date and time.
  • You can also reach us directly at admin@thrivexyz.xyz.
  • Please raise a dispute within 60 days of the transaction, while bank records are still easily traceable.

What we use as evidence

  • Every top-up and every purchase creates a permanent record with a timestamp, the amount, the fee taken, and the bank reference.
  • We compare that record with our banking partner's record of the transfer. Where a shopkeeper made the sale, we also see who processed it and what was bought.
  • You can view your own records at any time in the app, so you never have to take our word for a balance.

Timeframes

  • We acknowledge every dispute within 1 business day.
  • Straightforward cases — a transfer not reflected, a duplicate charge, a wrong amount — are resolved within 5 business days.
  • Cases that need our banking partner or your bank to trace a transfer can take up to 14 business days. We keep you updated.

Money transferred but not reflected

  • Send us your bank transfer receipt. If the transfer reached the account, we credit the wallet in full and correct any fee taken in error.
  • If the money never left your bank or was sent to a wrong account number, we will show you what we received and help you take it up with your bank — but we cannot credit money that never arrived.

When a top-up can be refunded

  • An unspent balance can be refunded to the parent's verified bank account on request. The bank's transfer cost is deducted from the refund.
  • The service fee and stamp duty on a completed top-up are not refundable, because the processing has already happened. Where a duplicate or mistaken transfer is refunded in full, we refund the fee too.
  • Money already spent at the canteen cannot be refunded by us — the goods were supplied by the school.

Purchase disputes

  • If a purchase was wrongly charged — the wrong student, a duplicate, a wrong amount — we reverse it to the wallet once the record confirms it, normally within 5 business days.
  • Complaints about the food or goods themselves are handled by the school. We will share the transaction record to help resolve it.

School and canteen settlement disputes

  • A school can export its full sales, commission and settlement history from the school dashboard and reconcile it line by line.
  • If a withdrawal does not arrive, we trace it with our banking partner and either complete it or return it to the school's canteen balance.

Escalation

  • If you are not satisfied with the outcome, reply to your case or write to Thrive XYZ Limited at admin@thrivexyz.xyz marked "Escalation". A senior reviewer responds within 10 business days.
  • You keep every right you have under Nigerian consumer and financial protection law, including the right to complain to your own bank or the relevant regulator.