Pairfully Refund Policy

1. What a match payment covers

• A match payment covers access to one matchmaking cycle in an active cohort.
• It does not guarantee a specific person or a specific date outcome.
• It does not guarantee a timeline shorter than the cohort window.

2. Pool balance and no-match protection

• Default remedy: 100% credit rollover to the next cohort (valid for 90 days).
• On request: partial cash refund after non-refundable costs are deducted.
• A user is considered not matched if no active match connection is created by the matchmaking deadline.

3. Refund-eligible scenarios

• Paid and completed onboarding but not matched by the matchmaking deadline.
• Duplicate charge for the same match cycle.
• Technical failure where payment was captured but service could not be delivered.

4. Non-refundable cost components

• Prembly KYC verification fee (currently ₦100 per verification attempt).
• Payment gateway/processor charges (e.g., Paystack fees).
• Third-party service costs already consumed for that user.

5. Refund calculation

Refund Amount = Amount Paid - Non-Refundable Costs

If deductions are equal to or greater than the amount paid, no cash refund is due and rollover credit remains the available remedy.

6. Cancellation timing rule

If a user cancels less than 24 hours before a confirmed date, that payment is considered consumed and is not refundable except where required by law.

7. How to request a refund

Email james@pairfully.com with your account email, payment reference, cohort name (if known), and reason for request.

Reviews are completed within 3 business days, and approved refunds are processed within 5-10 business days.