This page explains, in plain language, what information iTEPay collects and why, and how refunds work across our services — so you always know where you stand.
Every product decision starts with one question: would we be comfortable explaining this to the person whose data it is?
This Privacy Policy applies to itepay.com.ng and every service, app, and agent tool operated by iTEPay (referred to as "we", "us", or "iTEPay"), including services we offer together with third-party infrastructure providers, such as our cryptocurrency-to-Naira service. It explains what information we collect when you use our platform, why we collect it, who we share it with, and the rights you have to access, correct, or delete it.
We've written this policy to be read, not just filed away. If anything here is unclear, our support team is one message away — see the Contact Us section below.
By creating an account or using iTEPay's services, you agree to the collection and use of information in line with this policy. We may update it from time to time, and any changes will be reflected by the "Last Updated" date in the badge above.
The rules we hold ourselves to, on every screen and in every API call
We tell you what we collect and why, in plain language — no buried clauses, no fine-print surprises.
We only ask for what a feature actually needs to work — nothing is collected "just in case."
Encryption in transit and at rest, with continuous monitoring designed to keep your data out of the wrong hands.
You can access, correct, export, or request deletion of your data at any time — see the rights below.
We never sell your personal data. Information is only shared with partners strictly necessary to deliver a service you requested.
We review this policy and our internal practices on an ongoing basis as regulation and our products evolve.
This Privacy Policy applies to itepay.com.ng, the iTEPay mobile app, our agent tools, and our API platform (together, the "Service"). It covers how we handle information for individual customers, registered agents, and businesses that integrate with our API.
It does not apply to information collected by third-party websites linked from our Service, or to billers, network partners, and infrastructure providers' own handling of information once a transaction is routed to them — see Section 12 for more on this.
We collect information in three broad categories:
Where information is gathered automatically, it is typically non-identifying on its own; we explain how it may be combined with other data in Section 3.
We use the information we collect to:
In line with the Nigeria Data Protection Act (NDPA) 2023, we rely on one or more of the following grounds to process your information:
Like most online platforms, iTEPay uses cookies and similar technologies to recognize your browser, remember preferences, and understand how visitors use our Service. This helps us improve performance and fix issues faster.
We may also work with advertising partners, including Google, who use cookies to show you relevant ads on other sites based on your past visits to ours — a practice known as remarketing. You can manage these preferences through Google's Ad Settings, or opt out of interest-based advertising using your browser's cookie controls. This policy does not cover cookies set directly by third-party advertisers.
iTEPay offers a cryptocurrency-to-Naira service that allows eligible users to sell supported cryptocurrency through the iTEPay platform and receive the corresponding value in Nigerian Naira (the "Cryptocurrency Services"). This section explains how information is handled in connection with the Cryptocurrency Services and how iTEPay's role differs from that of our infrastructure partner.
Key terms used in this section:
Our role and Quidax's role. iTEPay is the platform and interface through which you access the Cryptocurrency Services. iTEPay integrates with Quidax, which provides the underlying infrastructure used to process cryptocurrency transactions. iTEPay does not directly custody, hold, store, or control users' cryptocurrency assets. Cryptocurrency assets and related transaction processing are handled through Quidax's infrastructure, in accordance with the applicable terms, policies, security procedures, and regulatory requirements governing Quidax's services. Quidax is an independent third-party service provider and is not a department, agent, or employee of iTEPay.
Information shared with Quidax. Where necessary to provide the Cryptocurrency Services, iTEPay may transmit or share relevant information with Quidax, which may include:
This information is shared only to the extent reasonably necessary to provide, secure, process, monitor, and comply with the legal and regulatory requirements relating to the Cryptocurrency Services.
Quidax's independent processing. Quidax processes personal information according to its own applicable privacy policy, terms of service, and legal and regulatory obligations, which operate independently of this Privacy Policy. We encourage you to review Quidax's own privacy documentation and terms of service to understand how Quidax handles information and provides its services. Section 12 (Third-Party Links) applies to any Quidax-operated pages you are directed to.
Transaction monitoring and compliance. Crypto Transactions may be subject to identity verification, KYC, AML/CTF checks, fraud prevention, sanctions screening, transaction monitoring, regulatory reporting, and legal or law-enforcement requests. iTEPay and/or its relevant service providers, including Quidax, may process, retain, or disclose information relating to a Crypto Transaction where reasonably necessary to comply with applicable laws, regulations, lawful requests, court orders, regulatory requirements, or fraud-prevention, security, and compliance obligations. iTEPay may delay, reject, suspend, or restrict a Crypto Transaction where reasonably necessary for security, compliance, fraud-prevention, regulatory, or legal reasons.
Service dependency. The availability of the Cryptocurrency Services depends in part on Quidax and other relevant third-party infrastructure. The Cryptocurrency Services may therefore be affected by technical outages, scheduled maintenance, network conditions, security incidents, regulatory requirements, third-party service interruptions, blockchain or network issues, and other circumstances outside iTEPay's direct control. Except as required by applicable law, iTEPay is not responsible for the acts, omissions, or service interruptions of Quidax or other third-party infrastructure providers.
We retain personal information for as long as your account is active, or as needed to provide the Service. Transaction and KYC records — including records relating to Crypto Transactions and any related compliance information — may be retained beyond account closure where required by financial-regulatory obligations. When information is no longer needed, we securely delete or anonymize it.
We use industry-standard encryption, access controls, and continuous monitoring to protect your information. However, no method of transmission over the internet, or method of electronic storage, is 100% secure — while we work hard to protect your data, we cannot guarantee absolute security, and encourage you to use a strong, unique password and enable any available two-factor authentication.
Under the NDPA, you have a number of rights over your personal information, summarized below.
Request a copy of the personal information we have about you.
Ask us to correct inaccurate or incomplete information.
Ask us to delete your data, subject to any legal retention obligations.
Object to or limit certain processing, including marketing communications.
Request your data in a structured, commonly used format.
Contact us first, or file a complaint with the Nigeria Data Protection Commission (NDPC).
To exercise any of these rights, reach out via the contact details in Section 15. We aim to respond to all verified requests within a reasonable timeframe as required by law.
iTEPay's Service is intended for users who are at least 18 years old. We do not knowingly collect personal information from children. If we learn that we have inadvertently collected data from a minor, we will take steps to delete it promptly.
Our Service may contain links to external sites that are not operated by us, including biller and network-partner pages. If you click a third-party link, you will be directed to that party's site, which has its own privacy policy and terms. We strongly advise reviewing them — we have no control over, and assume no responsibility for, the content or privacy practices of third-party sites.
We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. Material changes will be highlighted on this page, and the "Last Updated" badge at the top will always reflect the most recent version. We encourage you to review this page periodically.
This Refund Policy applies to transactions carried out on itepay.com.ng and the iTEPay mobile app (together, the "Platform"), operated by ITE GLOBAL in Nigeria (referred to as "we", "us", or "iTEPay"). It covers airtime, data, electricity, bank transfers, wallet funding, virtual accounts, cards and virtual cards (where available), cryptocurrency-related services (where available), event tickets, and other digital services made available on the Platform (together, the "Services"). This Refund Policy should be read alongside our Privacy Policy above.
1. Scope of this Refund Policy. This policy explains when a transaction on the Platform may be eligible for a refund, reversal, or correction, how refund requests are handled, and the limits that apply. It does not override any separate refund terms shown to you at the point of a specific transaction (for example, an event organizer's stated ticket-refund terms), which apply in addition to this policy.
2. itePay's Use of Third-Party Service Providers. iTEPay is a technology platform that aggregates services through integrations with third-party billers, network operators, banks, payment processors, and other infrastructure or service partners. Certain transactions are processed, fulfilled, settled, or supported by these third parties rather than performed directly by iTEPay. Where a transaction depends on a third-party provider, our ability to reverse, expedite, or guarantee a particular refund outcome may depend on that provider's own systems, rules, and response times. This does not remove our responsibility to you as the platform you transacted through — we investigate issues raised on the Platform and coordinate with the relevant provider on your behalf.
3. Successful Transactions. Where a transaction completes successfully and the corresponding service or value is delivered, the amount paid is generally not refundable, as the value has already been provided — except where this policy expressly states otherwise, or where required by applicable law.
4. Failed Transactions. Where a transaction fails outright — meaning the biller, network, or provider was unable to process it and no service or value was delivered — the amount debited is generally eligible for reversal or refund, subject to the verification process described in Section 25.
5. Pending Transactions. A transaction showing "pending" status is still being processed by the Platform or by the relevant third-party provider. A pending transaction is not the same as a failed transaction. We ask that you allow a reasonable amount of time (see Section 21) for a pending transaction to resolve before submitting a refund request.
6. Reversed Transactions. Where a transaction is reversed — whether automatically by our systems or a provider, or after a review — the reversed amount is credited back through the same channel used for the original transaction (wallet, card, or bank account), in line with Section 22.
7. Debited-but-Service-Not-Received Transactions. If your account or payment method was debited but you did not receive the corresponding service (for example, airtime, data, an electricity token, or a ticket), please report it promptly through Section 23. We will confirm the transaction status with the relevant biller or provider and process a refund or re-credit where the debit is confirmed and the service was not delivered.
8. Duplicate Transactions. Where a technical error results in the same request being charged more than once, the duplicate charge(s) are eligible for refund once verified against our transaction records.
9. Incorrect Transaction Details Supplied by Customers. Where you enter incorrect details when initiating a transaction — such as a wrong phone number, meter number, account number, card number, or wallet/crypto address — and the transaction completes based on those details, iTEPay is generally unable to reverse the transaction, because the service or funds will typically have already reached the destination you specified. Please double-check all details carefully before confirming any transaction.
10. Airtime & Data Refunds. Airtime and data purchases are refundable only where the transaction failed or was duplicated and the relevant network operator confirms that the airtime or data was not delivered. Airtime or data successfully delivered to a correct, valid number is not refundable.
11. Electricity/Token Refunds. Electricity and prepaid-token purchases follow the same principle: a refund applies where a confirmed debit did not result in a token being generated or delivered, subject to confirmation from the relevant electricity distribution company or biller. Where a valid token was generated and delivered, it is non-refundable, even if the token is later unused.
12. Transfer-Related Refunds. Bank transfers that fail before leaving our systems are reversible. Where a transfer has been sent to, and received by, the destination bank account based on the details you provided, iTEPay cannot unilaterally reverse or recall those funds. Recovery in such cases (for example, a transfer sent to an incorrect account number you entered) depends on the cooperation of the receiving bank and account holder; we will support this process where reasonably possible, but cannot guarantee an outcome.
13. Wallet Funding Refunds. Funds successfully credited to your iTEPay wallet become available for use on the Platform. We do not refund successful wallet funding directly back to your original payment method, except where the funding attempt failed or was duplicated. Moving your wallet balance off the Platform, where this feature is available, is handled through the wallet transfer/withdrawal function rather than a refund.
14. Card-Related Refunds. Where cards or virtual cards are made available on the Platform, refunds relating to card transactions are processed subject to the applicable card scheme and issuer's rules and timelines, which are outside iTEPay's direct control. We will support reasonable refund requests by liaising with the relevant card provider.
15. Cryptocurrency Transaction Refunds. Cryptocurrency-to-Naira transactions, processed with the support of our cryptocurrency infrastructure partner described in Section 6 above, are generally irreversible once the underlying transaction is confirmed on the relevant blockchain network. A refund is not possible once that confirmation has occurred. Where a Naira settlement fails or is duplicated following a valid, confirmed cryptocurrency transaction, we will investigate with our infrastructure partner and process a correction or refund where an error on our or our partner's side is confirmed.
16. Event-Ticket Refunds. Event ticket purchases are subject to the refund terms set by the relevant event organizer, which are displayed at the point of purchase where available. iTEPay processes payment for tickets on the organizer's behalf; once a ticket is issued, a general no-refund/no-exchange position typically applies, except as described in Section 17.
17. Cancelled or Postponed Events. Where an event is cancelled or postponed by its organizer, refund or rescheduling terms are determined by that organizer. iTEPay will pass on refunds received from the organizer to affected ticket-holders in line with the organizer's stated terms and timelines, to the extent such funds are made available to us for that purpose.
18. Fraudulent/Unauthorized Transactions. If you believe a transaction was carried out on your account without your authorization, report it to us immediately through Section 23. We will investigate, may temporarily restrict the affected account or transaction to prevent further loss, and will refund amounts confirmed to be unauthorized, provided the loss did not result from your own negligence — for example, sharing your password, PIN, or one-time password (OTP) with someone else.
19. Non-Refundable Transactions. In addition to the specific cases above, a transaction is generally not eligible for a refund where: the service was successfully delivered against correct details you supplied; the request is raised outside a reasonable reporting window (Section 21); the transaction is confirmed on an irreversible, immutable network such as a blockchain; or a refund would require reversing funds already delivered to a third party outside our control.
20. Refund Eligibility. To be considered for a refund, a request must relate to a transaction carried out on your verified iTEPay account, be reported within a reasonable time of the transaction date, and be capable of verification against our internal records and, where applicable, the relevant third-party provider's records.
21. Refund Processing Timelines. Once a refund is approved, the time it takes to reflect depends on the transaction type and the settlement channel involved. Refunds credited to your iTEPay wallet are typically the fastest; refunds to a bank account or card depend on the processing times of the receiving bank or card issuer, which are outside our control. We will share an estimated timeline with you once your request has been reviewed.
22. Refund Methods. Approved refunds are generally issued back to the original payment source used for the transaction — your iTEPay wallet, the card used, or the bank account debited. Where that is not practicable, we will agree an alternative refund method with you directly.
23. How Customers Can Request a Refund. You can request a refund or report a transaction issue at any time through our in-app support/chat or our 24/7 WhatsApp support channel (see Section 15, Contact Us). Please raise your request as soon as you notice an issue, so we can begin investigating promptly.
24. Information Required for Refund Requests. To help us process your request as quickly as possible, please include: your registered iTEPay account details, the transaction reference or ID, the date and amount of the transaction, the type of service involved, and a clear description of the issue. We may request additional identity verification before processing a refund, for your security.
25. Investigation of Disputed Transactions. Once a refund request or dispute is logged, we investigate by reviewing our internal transaction records and, where relevant, liaising with the biller, bank, payment processor, or infrastructure partner involved in that transaction. Investigations that depend on a third-party provider's response may take longer than purely internal ones; we will keep you updated as the investigation progresses.
26. Chargebacks & Payment Disputes. If you dispute a transaction directly with your bank or card issuer (a "chargeback") rather than contacting us first, we reserve the right to investigate the underlying transaction and, where necessary, to place a temporary restriction on the associated account while the chargeback is under review, in accordance with the applicable card scheme or bank rules. We encourage you to contact us directly first, as this is usually faster to resolve.
27. Abuse of the Refund System. We reserve the right to decline a refund request, and to restrict, suspend, or close an account, where we reasonably believe the refund process is being used fraudulently or in bad faith — for example, repeated claims that a service was not delivered when our records and the relevant provider confirm that it was.
28. Customer Complaints. If you are not satisfied with the outcome of a refund request, you may escalate the matter through our support channels for further review. We aim to handle every complaint fairly and to respond within a reasonable timeframe.
29. Updates to This Refund Policy. We may update this Refund Policy from time to time to reflect changes in our services, our third-party partners, or applicable law. The "Last Updated" badge at the top of this page reflects the most recent version, and material changes will be highlighted here.
If you have questions about this policy, or want to exercise any of your data or refund-related rights, our support team is available around the clock.