Cancellations, Refunds, and Disputes

1. School subscriptions

A school may manage or cancel its subscription through the billing portal. Cancellation normally takes effect at the end of the paid period unless the portal says otherwise. Charges already invoiced are not automatically refundable.

A reasoned request involving duplicate billing, a technical error, or significant unavailability may be reviewed case by case. Include the account email, invoice, and relevant date.

2. Mobile-money school fees

Minerval facilitates payment on behalf of the school. The school remains responsible for deciding whether to refund school fees. The payer should contact the school shown on the receipt and provide the payment reference, phone number, amount, and reason.

Do not immediately retry a payment shown as processing: wait for confirmation or failure to avoid a duplicate charge. For a duplicate charge or a debit with no confirmed receipt, contact the school and Minerval without sharing your PIN.

3. Commission and timing

The commission displayed before payment covers service processing. Whether it can be refunded depends on the cause, transaction status, and fees already incurred with the provider. A request is accepted only after the transaction and the requester's identity or authority are verified.

Actual timing depends on the school and mobile-money provider. Minerval cannot guarantee a specific banking or telecom timeframe but will share available tracking information.

4. Disputes

To dispute a transaction, send its reference, date, amount, school, and the payer number's last four digits. Never send a PIN, password, or one-time code. A fraudulent dispute may lead to account or payment suspension.