Buyer Protection Program

When you pay to join a pocket, your money does not go to the host right away. We hold it until the subscription cycle you joined has run its full course.

A subscription cycle is the period from when it starts to when it ends. This is not always tied to the calendar month. For example, a cycle can run from the 13th of one month to the 13th of the next, depending on when the host set it up. You can join a pocket at any point in that cycle.

Once the cycle ends and we confirm the subscription renewed properly, we release the funds to the host. If it doesn't renew, or something else goes wrong before then, your money stays with us and can be refunded.

You are covered in these situations:

• Host fails to give you access. If you pay to join a pocket and the host does not give you working access within a reasonable time, you get a full refund.
• Your access is cut off mid-cycle. If your access stops working partway through the cycle, and it is not something you caused, we will look into it and refund you for the days you did not get to use.
• Host does not renew the subscription. Your contribution is held until renewal is confirmed. If the host lets the subscription lapse and it does not renew, your money is protected and refunded.
• The listing does not match what you paid for. If the pocket you joined doesn't match what was listed (wrong plan, wrong number of seats, or wrong billing cycle), you can request a refund.

You may want a refund for a reason not listed above. If so, we will first try to sort it out with you. If we cannot agree on a fix, this is how your refund works:

• Within 5 days of payment: you get a full refund.
• After 5 days of payment: we deduct the cost of the days that have passed since you paid, plus a 30% cancellation fee on the amount you paid. We refund you the rest.

The 5 days start when your payment goes through, even if you haven't logged in or used the subscription yet.

Example: You pay ₦3,000 for a 30-day cycle, which works out to ₦100 a day. On day 10, you ask for a refund. We deduct ₦1,000 for the 10 days that have passed and ₦900 as the 30% fee. You get ₦1,100 back.

To request this refund, email us, message us on WhatsApp, or call us directly.

If a problem comes up, message the host first. The host has 24 hours to fix it.

If the host doesn't respond or the problem persists after 24 hours, contact us. You can email us, message us on WhatsApp, or call us directly, and our team will step in.

You have 24 hours from the time you notice the problem to file a claim. Once you reach out, our team will look into what happened and get back to you with a decision.

If your claim is approved, you get your money back for the part of the cycle you did not use.

You are also automatically placed into a new, identical pocket at the same rate, so you do not have to search for a new one or wait for a new match. If you would rather handle this yourself, you can turn this off in your settings.

Sharing your host's access details outside your pocket puts everyone in that pocket at risk. If a member does this, SplitPocket will take action against that member, and we will work to protect the other members and the host in that pocket.

A few things fall outside this program:

• Problems you caused on your own end, such as using the account in a way that breaks the host's subscription rules.
• Complaints about taste or preference once access was delivered and the cycle has already renewed as agreed.
• Claims filed after the 24-hour window has closed.
• Deals made or messages sent outside SplitPocket. If your exchange with a host didn't happen on our platform, we cannot verify what you agreed to, so we cannot protect it.

Keep all your conversations with your host on SplitPocket. If someone asks you to move to WhatsApp, email, or a phone call before you have even joined the pocket, be careful. Our protection only applies to deals made and tracked on our platform.

Don't join another identical pocket while you wait for a host to respond. Once your payment goes through, you are committed to that pocket for the current cycle if everything works as expected.