Refund Policy

1. Overview

Cordelia handles several different kinds of money movement, and the refund position is different for each. This page sets out all of them.

2. Subscription plans

• First payment: if you are unhappy within 14 days of your first paid subscription payment, contact us and we will refund it in full.
• Renewals: renewals are not automatically refundable. Cancel before a renewal date to avoid the charge.
• Downgrades: take effect at the next billing date. We do not pro-rate a downgrade mid-period.
• Annual plans: refundable on a pro-rata basis for whole unused months, less any discount already benefited from, within the first 60 days.

3. Wallet funding

Money you add to your wallet remains yours. You may withdraw any unspent balance to your bank account at any time, subject to identity verification.

• Withdrawals are processed to the bank account on your profile.
• Your bank may take one to three working days to credit the funds.
• We may hold a withdrawal pending investigation where we suspect fraud. We will tell you if we do.
• Payment processor fees on the original funding are not refundable, as they were incurred by a third party.

4. Campaign payments to agents

Once you approve a report, the agent is paid immediately and automatically. That payment is final.

• Before approval: you are not charged. Reject a report you are not satisfied with and no money moves.
• After approval: the payment cannot be reversed from the platform. If you approved in error, contact the agent directly; if you believe the work was fraudulent, report it to us and we will investigate.
• Fraudulent submissions: where we confirm a report was fabricated, we may recover the amount from that agent wallet and credit it back to you.
• Cancelled campaigns: any unspent campaign budget returns to your wallet. Work already approved stays paid.

5. Marketplace orders

Cordelia operates the storefront platform; the merchant sells the goods. The sales contract is between you and the merchant.

• Physical goods: if an item does not arrive, arrives damaged, or is materially different from its description, contact the merchant first. If that fails, contact us within 14 days of the expected delivery date and we will mediate.
• Digital goods: because access is granted immediately, digital products are not refundable once downloaded, unless the file is faulty or does not match its description.
• Services: refundable in line with what the merchant stated on the product page.
• WhatsApp, bank transfer and cash orders: settled directly with the merchant, so a refund must also be arranged directly with them. Cordelia can mediate but cannot reverse a payment it did not process.

6. Surveys, trainings and research

• Rewards paid for an approved survey response, training attendance or research submission are final.
• A merchant may reject a submission that does not meet the brief. No reward is paid on a rejected submission, and the reason is shown to the researcher.
• Unspent budget on a closed survey or research exercise stays in the merchant wallet.

7. How to request a refund

Email us or use the contact form with:

• The email address on your account.
• The transaction reference or order number.
• What you are asking for and why.

We acknowledge within one working day and aim to resolve within five. Approved refunds are returned by the original payment method where possible, or to your wallet where it is not.

8. If you disagree with our decision

Tell us. Ask for the decision to be reviewed and a different member of the team will look at it. If we still cannot agree, nothing in this policy prevents you from pursuing your rights under Nigerian consumer protection law.