Refund & Dispute Policy
This policy explains when and how refunds or disputes are handled on the Urgent2k platform operated by Excella Digital Limited ("Excella Digital", "we", "us").
Effective date: 1 February 2026 | Last updated: 5 February 2026
1. Scope
This policy covers two categories of transactions on the Urgent2k platform:
- Donations — voluntary contributions made by donors to the Urgent2k pool.
- Disbursements — the ₦2,000 micro-grants sent to verified beneficiaries.
2. Donation Refunds
All donations are voluntary and non-refundable once successfully processed. By completing a donation, you acknowledge that the funds will be pooled and used for beneficiary disbursements and operational costs.
We will consider a refund only in the following circumstances:
- Duplicate charge — a technical error caused the same donation to be processed more than once. We will refund all duplicate transactions.
- Unauthorised transaction — your payment method was used without your consent. You must report this within 72 hours of the charge.
- Incorrect amount — a verifiable platform bug caused a charge significantly different from the amount you entered.
3. Disbursement Disputes
If your request was approved but funds did not arrive within 60 minutes, contact us immediately. We will trace the transfer with our payment partner and either confirm delivery or re-initiate the transfer.
If you provided incorrect bank details and funds were sent to another account, recovery depends on the receiving bank's cooperation. We will assist by filing a recall request, but cannot guarantee recovery.
If your request was declined and you believe the decision was wrong (e.g., cooldown miscalculation), email us with your account details. We will review and respond within 48 hours.
If your account was suspended for suspected fraud and you believe this was an error, you may appeal by emailing help@excelladigital.com with supporting documentation.
4. How to File a Refund or Dispute
- Email help@excelladigital.com with the subject line "Refund Request" or "Dispute".
- Include: your registered email or phone number, transaction reference number, date and amount of the transaction, and a brief description of the issue.
- For unauthorised transactions, also include any evidence (e.g., bank statement showing the charge was not initiated by you).
5. Processing Timeline
| Stage | Timeline |
|---|---|
| Acknowledgement of request | Within 24 hours |
| Investigation & decision | Within 7 business days |
| Refund processing (if approved) | 5–10 business days after approval |
| Funds arrival in your account | Depends on your bank (typically 1–3 business days after processing) |
6. Refund Method
Approved refunds are returned to the original payment method used for the donation. If the original method is no longer available (e.g., expired card), we will work with you to identify an alternative. Refunds are issued in Nigerian Naira (₦) only.
7. Chargebacks
If you file a chargeback with your bank or card issuer before contacting us, we may be unable to process your refund directly and the matter will be handled through the formal chargeback process. Filing fraudulent chargebacks may result in permanent account suspension and referral to law enforcement.
8. Escalation
If you are not satisfied with our resolution, you may escalate your complaint to:
- Excella Digital management — email legal@excelladigital.com.
- Consumer Protection Council (CPC) — Nigeria's consumer protection authority.
- Central Bank of Nigeria (CBN) — for payment-related complaints under CBN's Consumer Protection Framework.
9. Contact
Excella Digital Limited
Email: help@excelladigital.com
Legal: legal@excelladigital.com
Hours: 7 am – 11 pm WAT, daily
Need help with a transaction?
We aim to resolve every issue fairly and quickly.