Legal
Refund Policy
When you get your money back, and how.
How refunds work
- Every refund is reviewed and approved by an authorised Trust ID Hub administrator.
- Approved refunds are credited to your Trust ID Hub wallet. Your original payment stays on record and the refund appears as a separate credit.
- A refund can never be more than the amount you paid for the request.
- You will receive an email and a dashboard notification when a refund is approved or declined, with the reason.
Refund rules
| Situation | Automated slip services | Assisted services (modifications, CAC) |
|---|---|---|
| The provider could not produce your slip, or the service failed | Full refund | Full refund |
| We reject the request before work starts (for example, not eligible or invalid documents) | Full refund | Refund minus a ₦1,000 processing fee |
| The authority (for example NIMC or CAC) declines the request after we have submitted it | Not applicable | No refund, because the official fee has already been paid |
| We asked for more information and you did not reply within 7 days | Full refund | Request closed; refund minus a ₦1,000 processing fee |
| Request completed successfully | No refund | No refund |
The rules that apply to a request are the rules in force when you submitted it.
Verification slips and record lookups
- If no record is found for the NIN, phone number, tracking ID or BVN you enter, or the lookup fails, the slip price or the lookup fee is refunded to your wallet automatically.
- Once a record is found and shown to you, the payment is final. You can download the slip again for free from your verification history.
- The record lookup fee paid before a modification request is not refunded once the record has been found, even if you do not go on to submit the modification.
BVN modification
We can only modify BVNs that were registered through an agent. If you tell us your BVN was registered through an agent but it was actually registered at a bank branch, the request will be rejected as a false declaration and no refund will be given. You confirm this when you submit.
CV builder and passport photos
- Editing and previewing a CV is free. The CV price is charged when you download the final PDF. Downloading the same CV again is free as long as the name, email and phone number on it stay the same.
- Passport photos are charged when you click “Pay and create”. Because you see the finished photo before paying, this payment is not refundable, but you can re-download your photo and print sheet at any time.
Cancellations
Once submitted, requests cannot be cancelled by customers because work may already have begun. If you made a mistake, contact support immediately from your request page and we will advise you.
Deposits
- Deposit fees (1% of each deposit, maximum ₦100.00.) are not refundable.
- If you transfer money to the wrong account, contact your bank. We can only credit payments received into accounts assigned to you.
- Unused wallet balances: contact support if you need help with an unused balance.
Questions
Open a support ticket from your dashboard or email support@trustidhub.com.ng.