Fees & Refunds Policy
Last updated: 8 October 2026
The short version
- No sign-up, account or top-up fees. You pay the bill price shown before you confirm.
- A failed bill payment is refunded to your Egoyibo balance.
- If you're charged for a top-up that doesn't reach your balance, we credit it or refund it.
- Money added by card pays bills only and can't be withdrawn.
1. Fees
| Item | What you pay |
|---|---|
| Account and identity verification | Free |
| Top-up (card, bank transfer, USSD) | No Egoyibo fee. The full amount you pay is added to your balance. Your bank may charge its own fees. |
| Bill payments (airtime, data, electricity, TV and others) | The price shown on the confirmation screen before you pay |
| Withdrawal of non-card money to your bank | Currently ₦0. Minimum withdrawal ₦100. |
If we introduce or change a fee, we will show it in the app before you confirm a transaction.
2. Top-ups
- Your balance is credited once our payment partner confirms the payment. This is usually instant, but bank transfers and USSD can take a few minutes.
- If you were charged but your balance was not credited within an hour, contact us with the
EGT-…reference. We will check with our payment partner and either credit your balance or have the payment reversed. - A completed top-up cannot be "cashed out". Card-funded money can only be spent on bills (see our Terms).
- If you close your account with card-funded money left, we will refund it to the original payment method where our payment partner allows.
3. Bill payments
- If a provider confirms a bill payment failed, we refund the amount to your Egoyibo balance. Card-funded money returns as card-funded money.
- If the provider has not confirmed the result, the payment stays pending while we check it. If it still cannot be confirmed as delivered after 72 hours, we refund it to your balance.
- A bill that was delivered cannot be refunded, including when the wrong phone, meter or smartcard number was entered. Please check details before paying.
- Electricity tokens are shown on your receipt in the app and sent by email. Keep them until they are loaded on your meter.
4. Withdrawals
- If the bank or payment partner rejects a withdrawal, the full amount is automatically returned to your balance.
- If the result is unclear, the withdrawal stays in review until we confirm it with our partner. It is then either marked paid or refunded to your balance.
5. Our mistakes
If we make a mistake, such as crediting a top-up twice or charging the wrong amount for a bill, we will correct it and tell you.
6. How to ask for help
Email [email protected] from your registered email address with the reference (EGT-… for top-ups, DXB-… for bills, DXW-… for withdrawals). Our complaint timelines are in the Terms of Service.