Customer Funds Management Policy

01What Your Wallet Balance Is

Your jetazap wallet balance is a record of money you have funded for use on jetazap services. Funds are received through our licensed payment partners and are used only for the services you choose, for refunds, or for withdrawal as described below.

02How Funds Are Held

• Customer funds are tracked separately from jetazap's operating expenses in our records.
• We use regulated payment processors and banking partners to receive and settle funds.
• We do not lend out, invest or use your balance for our own business purposes.
• We reconcile wallet balances against partner and bank records on a regular basis.

03Using Your Funds

• Your balance is debited when you place an order, pay a bill, buy airtime or data, fund a card or buy a digital product.
• Most purchases are instant and cannot be cancelled once delivery has started (see our Refund and Cancellation Policy).
• Fees and exchange rates, including for the virtual dollar card, are shown before you confirm.

04Withdrawals and Returns

• Eligible wallet balance may be withdrawn to a bank account in your own verified name, subject to verification tier, limits and security checks.
• Unused virtual dollar card balance can be moved back to your wallet.
• Withdrawals to third-party accounts are not permitted.
• Processing times depend on our partners and banks and are generally within one business day, but can take longer.

05Refunds Back to Your Wallet

Where you are entitled to a refund, we will normally return the money to your jetazap wallet or to the original payment method, as set out in the Refund and Cancellation Policy.

06Holds, Restrictions and Reversals

We may place a hold on funds, or reverse a credit, where we reasonably believe there has been an error, fraud, a chargeback, a failed or reversed payment, or a legal obligation such as a court order. Held funds are returned if the concern is resolved in your favour.

07Dormant Accounts

If your account is inactive for an extended period, we may contact you to confirm your details. We will not forfeit your funds without notice. Dormant balances remain yours, and you can claim them after completing verification.

08Insolvency and Partner Failure

If a payment partner or bank experiences a failure, we will work to recover your funds and keep you informed. Your protection in such events depends on the partner's regulatory status and applicable law.

09Disputes

If you believe your balance is wrong, contact support@usejeta.com.ng with your account email and transaction references. We will investigate and respond within a reasonable time.