Requests IAG will review
- A duplicate charge for the same intended purchase.
- A confirmed payment where no access was delivered or made available.
- Access information that fails before meaningful use because of an IAG controlled issue.
- A material service failure where the package could not reasonably be used and IAG could not provide a suitable remedy.
- An incorrect package or location caused by an IAG system error.
Requests that are normally not refundable
- The student selected the wrong hostel or package after the correct information was displayed.
- The package was activated and meaningfully used.
- Access was shared or used beyond the package rules.
- The problem was caused by the student's device, account, or failure to follow access instructions.
- The request concerns a change of mind after activation.
- The package expired according to the rule shown before payment.
Available remedies
After review, IAG may provide the missing access information, replace access, correct the package, restore remaining service, extend access, or approve a refund. The remedy depends on the transaction record, package status, recorded use, service evidence, and cause of the problem.
Payment reversals and provider delays
A pending or reversed transaction may require confirmation from the payment provider before IAG can complete the review. Do not submit a second payment until the first status is clear.
Decision and communication
IAG will communicate the result through the contact details connected to the request. If additional evidence is needed, IAG will explain what is required. Approved refunds will be returned through an appropriate payment route where practicable.
Contact
Email support@iagafrica.org with the subject Payment or access review.