Refund policy

The short version

When a parent pays school fees through Skublooms, the money is the school's. We take a small transaction levy and pass the rest on. So there are two different refunds, and they are not decided by the same people:

• School fees — the school's money, refunded at the school's decision. We carry it out.
• Our transaction levy — ₦300 on a term fee, ₦100 on an extra, ₦200 on a result check. Ours, and we refund it wherever the payment itself is refunded.

Cases we put right without anyone having to ask

A payment that failed

No money leaves your account, and nothing is credited. If your bank shows a pending debit for a failed payment, it is released by your bank, usually within 24 hours and by law within a period your bank will confirm.

Money taken but the invoice not credited

If a payment succeeded at the gateway but did not reach the invoice, we reconcile it and credit it. You do not need to pay again. If you already have, see duplicates below.

An amount that does not match

Where the amount received does not match what was set up, nothing is credited and the payment is held for review. Neither the school nor the family is left guessing — both are told that it is being looked at, and told again when it is settled.

Cases the school decides

A duplicate payment

Two payments for the same fee — a second guardian paying, or a page submitted twice — leave the invoice overpaid. Contact the school. The school decides whether to refund the excess or carry it to the next term, and we carry out whichever it chooses.

We refund our levy on the duplicate regardless of that decision. You should not pay us twice for one fee.

Paid against the wrong student

Contact the school. Moving money between two students' invoices is the school's call — it is their money and their record of who owes what.

A child who has left, or a fee the family disputes

This is between the family and the school. School fee policy — what is refundable when a child withdraws mid-term — is set by each school, not by Skublooms. Ask your school for theirs.

How to ask

• For school fees — contact your school directly. They can see the payment, and it is their decision.
• For our levy, or a payment that never reached an invoice — email contact@skublooms.com or call 0902 054 2326 with the payment reference, the amount, the date, and the student's name.

We acknowledge every request and tell you what is happening to it. Where a refund is approved it is returned to the account or card it came from — we cannot send it anywhere else — and once we release it, how quickly it appears is up to the receiving bank.

Chargebacks

If you raise a dispute with your bank instead, we will provide the payment record to the gateway. Talking to the school or to us first is almost always faster, and a chargeback against a school fee is usually resolved by the school in any case.

What we cannot do

• Refund school fees without the school's agreement — the money is theirs, not ours.
• Refund the payment gateway's own charge, which is not ours to return.
• Send a refund to an account other than the one that paid.