Last updated October 20, 2026 · How cancellations, replacements and refunds work
1(a)We provide the remedies required by applicable Nigerian consumer law. Nothing here removes a right to a refund, repair, replacement or repeat performance where a service is not supplied, is materially defective or was materially misdescribed.
2(a)You may request cancellation while an order is still eligible and fulfilment has not begun. The order page will show cancellation where available. A reasonable, disclosed cost already incurred in processing may be deducted only where permitted by law. Once a digital item has been revealed, a provider order submitted or a customised service started, cancellation for change of mind may no longer be possible.
3(a)If GoGreen cannot supply a paid order, we will offer an appropriate remedy: retry, replacement, wallet reversal or refund to the original payment method, depending on the circumstances and your legal rights. A provider failure does not remove GoGreen’s responsibility to investigate your order.
4(a)Report invalid, materially different or inaccessible delivery promptly and within any displayed warranty window. Do not alter recovery details or share access before support completes verification. Where the problem existed at delivery, we may correct the credentials, replace the item, repeat delivery or refund the affected amount. A change-of-mind refund is generally unavailable after access details, a code or a link has been revealed or used.
5(a)Report a service that fails to start after the displayed start window or materially fails to deliver the purchased quantity. Refill or retention remedies apply only where the plan expressly includes them and remain subject to its stated period. No refund is normally due for loss caused by a private, deleted, renamed or incorrect target; overlapping orders; a pre-existing restriction; or customer interference, except where law requires otherwise.
5(b)When the supplier confirms a final Partial result with a valid undelivered quantity, GoGreen calculates the refund for that quantity using the amount originally paid for the affected item, rounded down to the nearest kobo. One partial settlement is issued per affected order item; a later status check does not issue another refund. Unclear counts or an earlier conflicting refund require review before any additional credit.
5(c)The cash-backed portion returns to your GoGreen wallet. Cashback-funded value returns as cashback. Points-funded value returns as whole Points, with any fractional-Point value returned as nonwithdrawable cashback. A refund does not turn restricted funds into withdrawable cash. Eligible Cash App link source funds remain subject to their original withdrawal conditions.
5(d)A cancellation request is not confirmation that an accepted supplier order has stopped. Check the option and conditions offered for your selected service; if no action is shown, contact support. Delivery may finish while a request is being reviewed. A refill is a service remedy only when included in the purchased plan; it is not an automatic cash refund. Wrong-target and interference claims are investigated using the order evidence rather than automatically labelled as successful delivery.
6(a)If delivery is delayed, we will provide a meaningful status update. Where the service cannot be completed within a reasonable or expressly agreed time, you may be entitled to cancel the unperformed portion and receive an appropriate refund.
7(a)Use the refund action on the order page where enabled, or contact support@ongogreen.com. Include the order ID, affected item, what went wrong and relevant evidence. Never send passwords, PINs or payment-card details. We may request reasonable evidence and will record the decision in the order or support history.
8(a)Approved wallet reversals are credited to the GoGreen wallet. Approved external-payment refunds are returned through the original payment route where practicable. Bank and payment-provider processing times may apply. We will not require a customer to pay an undisclosed fee to receive a legally required refund.
8(b)Wallet top-ups are intended for purchases and cannot ordinarily be cashed out because they are unused or deposited by mistake. Only eligible Cash App link proceeds qualify for withdrawal. Contact support about a mistaken or disputed payment; any refund required by law or approved after verification is handled as a payment remedy, separately from the withdrawal feature. No provision here removes a mandatory refund right.
9(a)Contact support before initiating a chargeback so we can investigate. You may not recover the same payment twice. We may suspend disputed fulfilment while a bank or payment provider reviews a transaction, without limiting your lawful rights.
10(a)A discount does not remove statutory rights. Any material refund restriction attached to a promotion will be disclosed before purchase and applies only to the extent permitted by law.