Refund Policy

1. Two Kinds of Refunds

Nivo handles two separate money flows. Plan subscriptions are fees a seller pays to Nivo. Buyer orders are payments a buyer makes to a seller for goods. Each follows its own rules below.

2. Plan Subscriptions

Monthly, bi-annual and annual plans renew automatically until cancelled. Cancelling stops the next renewal. The current billing period stays active until its end date, and no partial refund applies for unused days in that period.

First time buyers of a paid plan may request a full refund within 7 days of the first charge where the plan features were not used to process live orders. Renewal charges are refundable within 48 hours of renewal where no live orders were processed in that period. To request, contact support from the dashboard with the account email and plan name. Approved refunds return to the original payment method within 5 to 10 business days.

3. Buyer Orders for Physical Goods

Refunds for goods sit with the seller, since the sales contract is between buyer and seller. Buyers who need a refund for a damaged, wrong or missing item should contact the store directly first using the phone, email or WhatsApp details on the store.

Sellers on Nivo are expected to:

• State delivery timelines clearly on the store before checkout.
• Accept returns for items that arrive damaged, wrong or never delivered.
• Resolve refund requests within 7 days of receiving them.

4. When Nivo Steps In

Where a buyer paid online (or pickup with an online charge) and the seller is unresponsive for 14 days, Nivo may review the order, payment records and message history, then refund the buyer from held funds where available and debit the seller wallet (only wallet-eligible orders affect the wallet). Sellers with repeated unresolved refund complaints risk suspension under the Terms of Service.

5. Pay on Delivery

Pay on delivery and delivery-mode POD orders are record-only in transactions and never credit the wallet or auto-payout (pickup orders with an online charge do credit). Returns of goods paid on delivery are settled directly between buyer and seller; no online refund applies.

6. Payouts and Withdrawals

Only online and pickup orders credit the wallet. Completed withdrawals to a verified bank account cannot be reversed through Nivo. Where auto-payout is on, each wallet-eligible order amount (≥ ₦100 and above your threshold if set) is disbursed per order; otherwise funds stay in wallet for manual withdrawal (minimum ₦100). Where a withdrawal fails at the bank, the amount returns to the Nivo wallet automatically and the seller is notified. "Hold until completed" limits withdrawable funds to Completed orders when enabled.

7. How to Request

Sellers request plan refunds through dashboard support. Buyers request goods refunds from the store first, then escalate to Nivo support with the order number, store name and payment reference where the seller does not respond.