A documented route from request to reversal.

When a refund may be approved

You may request a full refund within seven calendar days after verified payment. We will review the request fairly against the order, activation, and delivery evidence.

A refund will normally be considered where:

• LiveFixture charged the wrong amount or a duplicate LiveFixture order was created.
• A material LiveFixture failure prevented activation even though you supplied the required authority, permissions, and reasonable cooperation.
• A material part of the purchased service could not be delivered for reasons within LiveFixture's reasonable control.
• The service supplied materially differed from the published offer you accepted.
• Applicable consumer law gives you a cancellation, refund, or other remedy.

Requests that are normally not eligible

Subject to mandatory consumer rights, a refund is normally not available merely because:

• You changed your mind after the channel was activated and the feed was substantially used.
• You could not prove channel authority, add the bot, grant publishing permission, or complete the test post.
• You delayed activation after payment. The current thirty-day clock begins at verified payment and does not wait for channel setup.
• You removed the bot, revoked permission, deleted the channel, or supplied an ineligible or incorrect channel.
• An unsupported competition, event type, delivery platform, or feature was expected but was not included in the order.
• A third-party outage or source correction caused a limited delay that did not amount to a material failure of the overall service.

Fraudulent, abusive, or materially misleading requests may be refused and the related service may remain suspended.

How to request a refund

1. Open the support form and choose “Refund request”.
2. Use the email attached to the order.
3. Include the public order reference, verified payment date, reason, and the outcome you expected.
4. Include non-sensitive evidence such as relevant timestamps or screenshots. Never send a full card number, card security code, password, Telegram login code, or bot token.

We aim to acknowledge the request within two business days. We may ask a limited follow-up question or identity check before making a decision. We will communicate the outcome and, if approved, the amount and processor reference.

What happens during the refund lifecycle

The pilot is full-refund-only. A processed refund revokes the complete entitlement. A new purchase is required for a future service period.

When the money arrives

Approval by LiveFixture and receipt of funds by your bank are different events. After a refund is marked processed, Paystack states that it may still take up to ten business days for the customer to receive the funds. Your bank or payment method may take additional time outside LiveFixture's control.

Read Paystack's current refund documentation ↗ for processor status definitions. Contact us if the stated period passes and provide the order reference, refund confirmation date, and the last four digits shown on your receipt if available. Do not send full card details.

Charge disputes and applicable law

Please contact LiveFixture first so we can investigate a duplicate charge, failed service, or refund delay. Opening a payment dispute may suspend delivery while the payment status is reviewed. A dispute resolved against LiveFixture revokes the entitlement; a dispute resolved in LiveFixture's favor restores only any time remaining in the original thirty-day window.

Nothing in this policy excludes a refund, cancellation, repair, re-performance, or other remedy that cannot lawfully be excluded. Questions may be sent to [email protected].