RETURNS, REFUNDS & CANCELLATIONS POLICY

Effective Date: October 24, 2026
Website: https://okeysel.com
Business Name: Okeysel Connect
Tagline: Swift & Smart Linking

1. INTRODUCTION

Okeysel Connect is an online platform that helps customers discover businesses, products, services, professionals, and opportunities and connect directly with relevant vendors and service providers.

This policy explains how returns, refunds, and cancellations are handled in connection with Okeysel Connect.

It covers two main types of transactions:

1. Promotional services purchased directly from Okeysel Connect.
2. Products or services purchased directly from independent vendors discovered through Okeysel Connect.

The applicable procedure depends on who supplied the product or service, who received the payment, and the circumstances of the transaction.

This policy must be read alongside our Terms & Conditions, Privacy Policy, Acceptable Use Policy, and Shipping & Delivery Policy.

Nothing in this policy excludes or limits any consumer right or legal remedy that cannot lawfully be excluded or limited under applicable Nigerian law.

2. OKEYSEL CONNECT’S ROLE

Okeysel Connect provides a platform for discovering businesses and connecting customers with independent vendors and service providers.

Unless expressly stated otherwise:

• Okeysel Connect does not ordinarily sell the products listed by independent vendors.
• Okeysel Connect does not ordinarily receive or hold payments for independent vendor sales.
• Vendors ordinarily receive payments directly from their customers.
• Vendors are responsible for their own product delivery and service fulfilment.
• Vendors are responsible for handling returns, cancellations, and refunds relating to their own transactions, subject to applicable law.

Okeysel Connect separately offers promotional services to vendors. Payments for these promotional packages are processed through Paystack.

The fact that a customer discovers a vendor through Okeysel Connect does not automatically make Okeysel the seller of that vendor’s products or services.

However, these distinctions do not remove any legal responsibility that may apply to Okeysel Connect in particular circumstances.

3. REFUNDS FOR OKEYSEL CONNECT PROMOTIONAL PACKAGES

Okeysel Connect offers paid promotional packages to eligible vendors.

The current packages are:

Promotional package	Price	Advertised duration
Starter Promotion	₦2,000	7 days
Standard Promotion	₦5,000	1 month
Premium Promotion	₦10,000	1 month
Premium Plus	By quotation	As separately agreed

The package description, price, and advertised benefits displayed at the time of purchase will guide the assessment of a refund request, subject to applicable law.

3.1 Circumstances in which a refund may be considered

A refund may be considered where:

• The same promotional purchase was charged more than once.
• Payment was successful but the promotion was not activated.
• Okeysel Connect was unable to provide a material part of the promotional service purchased.
• A payment was made in error and the circumstances justify a refund.
• A refund is required under applicable law.
• Other exceptional circumstances justify a refund following review.

Each request will be assessed on its facts, including the payment record, the service purchased, the status of activation, and the extent to which the service has been provided.

A refund is not automatic in every situation, but requests will not be rejected solely because a payment was successfully processed.

3.2 Payment completed but promotion not activated

If you have paid for a promotional package but the promotion has not been activated, contact Okeysel Connect promptly.

Provide the transaction reference, amount paid, date of payment, and package purchased.

We will review the available payment and activation information.

Depending on the circumstances, an appropriate resolution may include:

• Activating the promotion purchased.
• Correcting an activation error.
• Investigating and resolving a payment discrepancy.
• Issuing a refund where appropriate or legally required.

If the purchased service cannot reasonably be provided, we will consider an appropriate remedy in accordance with the circumstances and applicable law.

3.3 Promotion already activated

If a promotion has already started, the assessment will take account of the service provided and the reason for the refund request.

Where a material service failure has occurred, possible remedies may include correcting the problem, extending the promotional period, providing a partial refund, or issuing a full refund where justified or legally required.

The fact that a promotion has started does not automatically remove any refund rights available under applicable law.

3.4 Duplicate or incorrect payments

If you believe you have paid twice for the same promotion or have been charged an incorrect amount, contact Okeysel Connect with the relevant transaction details.

We will investigate the issue and determine the appropriate correction or refund in accordance with the circumstances and applicable law.

4. CANCELLATION OF PROMOTIONAL PACKAGES

A vendor who wishes to cancel a promotional package should contact Okeysel Connect as soon as reasonably possible.

The request will be assessed based on:

• Whether the promotion has been activated.
• Whether the service has already been provided in whole or in part.
• Whether the request results from an error or failure attributable to Okeysel Connect.
• Whether the package is subject to separately agreed sponsorship terms.
• Any applicable legal requirements.

Where cancellation is possible, we will explain the available options.

Cancellation does not automatically entitle a vendor to a full refund. Equally, this policy does not automatically prohibit a refund merely because a promotion has begun.

Any cancellation charge or restriction must be assessed in light of the circumstances, the terms communicated before purchase, and applicable law.

5. PREMIUM PLUS SPONSORSHIP CANCELLATIONS

Premium Plus sponsorships may involve individually agreed arrangements, including extended promotional periods and offline advertising.

Before payment, the parties should clarify:

• The agreed sponsorship price.
• The services included.
• The duration of the arrangement.
• The intended commencement date.
• Any specific cancellation conditions.

Where a separate written agreement applies, its terms will be considered alongside this policy and applicable law.

A separate agreement cannot lawfully remove statutory rights that cannot be waived.

6. RETURNS AND REFUNDS FOR PRODUCTS PURCHASED FROM VENDORS

When a customer purchases a product directly from an independent vendor discovered through Okeysel Connect, the customer should ordinarily contact that vendor regarding returns, replacements, or refunds.

Before completing a purchase, customers are encouraged to confirm:

• The product’s description and condition.
• Whether the product is new, used, refurbished, or reconditioned.
• The total price and any additional charges.
• The delivery arrangements.
• The vendor’s return and refund conditions.
• The procedure for reporting damaged, defective, incorrect, or incomplete orders.

Vendors must comply with applicable consumer-protection laws.

Depending on the circumstances, customers may have legal rights concerning goods that are defective, unsafe, materially different from their description, or otherwise fail to meet applicable legal requirements.

The customer’s entitlement to a return, replacement, repair, refund, or another remedy will depend on the circumstances and applicable law.

A vendor cannot override mandatory consumer rights simply by stating that all sales are final or that no returns are accepted.

Where a return is requested, the customer should contact the vendor before sending the product back and obtain appropriate return instructions.

Okeysel Connect may review complaints involving vendors on the platform and take appropriate action within its platform role. However, we do not ordinarily receive the payment for the vendor’s sale and cannot promise to reverse money paid directly to that vendor.

7. REFUNDS FOR SERVICES PURCHASED FROM INDEPENDENT PROVIDERS

If a customer hires a professional or purchases a service from an independent provider discovered through Okeysel Connect, the customer should ordinarily contact that provider regarding cancellation or a refund.

Before paying, customers should clarify:

• The precise service to be performed.
• The agreed price and payment schedule.
• The expected commencement and completion dates.
• The cancellation and rescheduling arrangements.
• Any relevant conditions for a refund or alternative remedy.

If a service is not provided as agreed, is materially defective, or is not supplied at all, the customer should contact the provider and explain the problem.

Depending on the circumstances, an appropriate remedy may include correcting the service, completing the agreed work, providing a partial refund, providing a full refund, or another remedy available under applicable law.

Service providers must not use undisclosed or unlawful terms to remove consumer rights.

Okeysel Connect may review a complaint within its platform role but does not automatically become responsible for payments made directly to independent service providers.

8. DELIVERY CHARGES AND RETURNED PRODUCTS

For purchases made directly from vendors, customers should confirm who will arrange and pay for return delivery where a return is necessary.

Responsibility for return-delivery costs may depend on:

• The reason for the return.
• The agreement between the customer and vendor.
• Whether the product was defective or incorrectly supplied.
• Whether the customer simply changed their mind.
• Applicable consumer-protection requirements.

Vendors should communicate relevant return arrangements clearly and must comply with applicable law.

Customers should contact the vendor before returning an item.

Do not send a vendor’s product to Okeysel Connect unless we have expressly instructed you to do so.

Okeysel Connect does not ordinarily operate a returns warehouse or receive products sold by independent vendors.

9. PAYMENTS PROCESSED THROUGH PAYSTACK

Okeysel Connect uses Paystack to process payments for its own promotional packages.

Paystack provides payment-processing services. Its role in processing a transaction does not by itself determine whether Okeysel Connect owes a refund.

Where a refund is approved or legally required for an eligible transaction, Okeysel Connect will use an appropriate available payment process.

The time required for a refund to appear in the customer’s account may depend on the payment method, payment provider, bank, and processing arrangements.

Paystack’s published documentation states that its original transaction-processing charges are not returned to the merchant when a transaction is refunded. Its current refund documentation also specifies eligibility windows for processing refunds. These are payment-processing conditions and do not, by themselves, determine the customer’s legal entitlement against Okeysel Connect.

Customers should retain payment confirmations and transaction references until the matter has been resolved.

10. FAILED OR UNCLEAR PAYMENT STATUS

A payment may occasionally appear pending, fail, or show an unclear status.

If money appears to have been deducted but the promotional purchase has not been confirmed:

1. Keep the payment notification or receipt.
2. Record the transaction reference, date, and amount.
3. Avoid repeating the payment until the status has been checked, where reasonably possible.
4. Contact Okeysel Connect through the website’s available contact channels.
5. Contact your bank or payment provider if the matter remains unresolved or further action is required.

Okeysel Connect will review the available information to determine whether the payment succeeded, failed, was duplicated, or requires further investigation.

Where payment has been collected without the corresponding service being provided, we will investigate and consider an appropriate remedy in accordance with this policy and applicable law.

11. PAYMENTS MADE DIRECTLY TO VENDORS

Customers may agree to pay vendors directly through bank transfers, cash, or other payment methods accepted by the vendor.

Where a customer pays a vendor directly:

• The customer should retain evidence of payment.
• The customer should contact the vendor regarding the return or refund request.
• The vendor should respond in accordance with the transaction terms and applicable law.
• The customer may contact Okeysel Connect if the issue remains unresolved.

Okeysel Connect does not ordinarily receive or hold these vendor payments and therefore cannot promise to reverse them directly.

We may review relevant complaints, request clarification, or take appropriate action under our platform policies.

Any refund entitlement remains subject to the transaction, applicable law, and the authority of any competent regulator or court.

12. GET RECOMMENDATION SERVICE

Okeysel Connect may recommend a business to a customer who requests assistance identifying a suitable vendor.

A vendor seeking an official recommendation may be asked to provide a Corporate Affairs Commission (CAC) registration number. Okeysel Connect may check the information against available official business-registration records.

NIN is not currently required for this recommendation process.

A CAC registration check concerns business-registration information. It does not guarantee a vendor’s honesty, financial reliability, product quality, professional competence, delivery performance, or ability to fulfil an order.

An official recommendation does not change the payment, return, cancellation, or refund arrangements between the customer and vendor.

If a recommended vendor fails to fulfil an agreement, the customer should contact the vendor and may also report the matter to Okeysel Connect.

We will consider the complaint within our platform role. This does not limit any consumer rights or legal remedies available to the customer.

13. HOW TO REQUEST A REFUND OR REPORT A CANCELLATION

For a refund or cancellation relating to a promotional package purchased from Okeysel Connect, contact us through the contact channels provided on our official website.

Include the following information where available:

• Your name.
• Your contact details.
• The date of payment.
• The amount paid.
• The promotional package purchased.
• The payment transaction reference.
• A description of the problem.
• Supporting receipts, screenshots, or other relevant evidence.

For a complaint involving an independent vendor, include the vendor’s name, the product or service concerned, the date of the transaction, and the steps already taken to resolve the issue.

Never send your card PIN, banking password, or one-time authentication code when submitting a refund request.

Providing complete information will help us investigate the matter.

14. REVIEW AND RESOLUTION

Okeysel Connect will review complaints and refund requests fairly, taking account of the information available, the service purchased, the applicable agreement, and relevant legal requirements.

Depending on the circumstances, an appropriate resolution may include:

• Correcting a payment or activation error.
• Providing the promotional service purchased.
• Cancelling a service where appropriate.
• Extending a promotional period where suitable.
• Issuing a full or partial refund where justified or legally required.
• Explaining why a requested remedy is not available under the circumstances.

The time required to resolve a request may depend on its complexity and whether information is required from a bank, payment provider, vendor, or other party.

We will seek to communicate the outcome using the contact details provided with the request.

15. UNRESOLVED COMPLAINTS

If a complaint concerns a product or service purchased directly from an independent vendor, customers should ordinarily raise the issue with that vendor first.

If the issue remains unresolved, customers may contact Okeysel Connect through the website’s available contact channels.

Where appropriate, consumers may also approach the Federal Competition and Consumer Protection Commission (FCCPC) or another competent authority.

The FCCPC provides a process for consumer complaints and explains that consumers should ordinarily engage the relevant supplier or service provider before escalating a complaint.

Nothing in this policy prevents a customer from pursuing a complaint or remedy available under applicable law.

16. CHANGES TO THIS POLICY

Okeysel Connect may update this policy to reflect changes in its services, payment arrangements, business operations, or legal obligations.

The latest version will be published on our website with its effective date.

Where applicable law or an existing agreement requires notice or other steps, we will comply with those requirements.

A policy update will not remove rights that have already accrued or rights that cannot lawfully be excluded.

17. CONTACT OKEYSEL CONNECT

For questions about promotional-package refunds, cancellations, or complaints relating to this policy, contact Okeysel Connect through the contact channels provided on our official website.

Business: Okeysel Connect
Website: https://okeysel.com
Tagline: Swift & Smart Linking