Refund policy
Last updated: 4 November 2026
1. Introduction
This Refund Policy sets out the terms under which Pass.ng ("Pass.ng", "we", "our") may provide refunds to users of our paid services, in line with the Federal Competition and Consumer Protection Act (FCCPA) 2018 and other applicable Nigerian laws. By purchasing, activating, or subscribing to any Pass.ng service, you agree to this policy.
2. Applicability
This policy applies to all paid services, including but not limited to:
- Exam preparation subscriptions and bundles
- Practice test activations and feature unlocks
- Tutorial or live class packages
- Any other digital educational content purchased via our website (pass.ng), mobile apps, or other approved platforms.
3. General refund principles
Nigerian law entitles consumers to goods and services that are of satisfactory quality, fit for purpose, and as described. Refunds will be issued where Pass.ng fails to deliver the service purchased, delivers it in a defective manner, or misrepresents the service.
Refunds will not generally be issued for "change of mind" after purchase or for issues caused by your internet or device setup.
Consent: We may process your data if you have given us specific consent to use your personal information for a specific purpose.
4. Refund eligibility
| Situation | Refund entitlement | Conditions |
|---|---|---|
| Service not activated or inaccessible | Full refund | You must notify us within 7 days of purchase. |
| Defective or materially different from the description | Full or partial refund | If we cannot fix the issue within a reasonable time. |
| Early cancellation by Pass.ng (e.g., discontinuation of a feature or class) | Pro-rated refund | Refund covers the unused portion of your payment. |
| Payment error (duplicate charge, wrong billing) | Full refund | Must be reported immediately with proof of payment. |
5. Refund request process
- Send a request to support@pass.ng or through our official WhatsApp lines as displayed in our apps.
- Include your full name, registered phone number, transaction receipt, and the reason for your refund request.
- We may request additional details or screenshots to process your claim.
6. Timeframes
- Refund requests must be made within 7 days of purchase.
- Approved refunds will be processed within 10 business days via your original payment method (bank transfer, card, wallet, etc.).
- For purchases made through third-party platforms, you may be required to request a refund directly through those platforms, as their respective rules apply.
7. Exceptions (no refunds)
Refunds will not apply in the following cases:
- You have fully accessed or used the service (e.g., completed practice tests, viewed significant content).
- Failure is caused by issues with your internet connection, device, or a lack of required updates.
- Missed classes, expired subscriptions, or failure to cancel before renewal.
- Requests made after the stated 7-day window, unless under exceptional circumstances.
8. Discretionary and exceptional cases
We may, at our discretion, consider refunds outside the above terms in cases such as:
- Verified medical emergencies
- Proven fraudulent transactions
- Other legally protected consumer rights under the Federal Competition and Consumer Protection Act (FCCPA) 2018.
9. Changes to this policy
Pass.ng reserves the right to update this Refund Policy from time to time. The most recent version will always be available on our website and within our apps.