Clear payment routes. Honest refund expectations.
The next step depends on who received the payment. Kurukoo can record and review a service dispute, but it cannot return money paid directly to a provider.
Direct pay and platform-collected payments differ.
On direct-pay service requests, you pay the provider directly. Kurukoo records the quote and a user-declared payment status; it does not receive or hold that provider payment and cannot send it back. Contact the provider about returning the money, and open a request dispute if the work was not delivered as agreed.
Where a Kurukoo-connected PSP checkout has actually completed and been verified, a refund can be reviewed against that payment reference. Original-rail refund execution remains pilot/partial; do not assume a cash refund is complete until the payment provider confirms it.
A reversal of a Credits purchase restores eligible closed-loop Credits under the Credits terms. A marketplace cash refund is returned through the original payment rail and is not also credited as spendable Credits.
48 hours to open an eligible dispute.
For eligible NGN requests, you have 48 hours after completion to open a dispute. Kurukoo reviews the work evidence and the request history. The review window does not mean direct-pay funds are held by Kurukoo.
Disputes up to ₦20,000 may use the opt-in Community Witness lane. Two of three witnesses must agree. Above ₦20,000, or where the matter is complex or a witness is not available, an admin reviews the evidence. You can opt out of the witness lane.
- Partial outcomes are based on the evidence where work started but was not finished.
- Where verified escrow applies, the internal escrow record can be frozen during review. Direct-pay funds remain with the provider.
- Fraud can be reported after the 48-hour window. The window closes ordinary disputes, not fraud.
A reply in one working day. A decision in three.
This is the published service promise, and we measure ourselves against it. When you open a dispute, a person reads it and answers within one working day — what is missing, who is looking at it, and when you expect a decision.
A straightforward dispute is decided within 72 hours of the evidence being complete. The money stays frozen either way: nobody can spend it, not you and not the provider. If a dispute needs longer — a provider unreachable mid-case, evidence that contradicts itself — you are told before the deadline passes, with the reason and a new date, not silence.
Two disputes open on Kurukoo today are the reason this promise is written down: the honest delay is the one you are told about.
Understand what Kurukoo can and cannot return.
For direct-pay service requests, the provider received the payment. Kurukoo cannot reverse it; any refund must be agreed with and sent by the provider under the applicable terms and law.
For a verified PSP-collected transaction, a refund depends on a confirmed original-rail refund. Do not treat a dispute decision, an internal ledger state or a Credits balance adjustment as proof that cash was returned.
Credits spent on a digital report or platform feature are not cash and are not refundable once the digital deliverable has been provided, except where the service failed to deliver.
Paid bills that do not land.
From the United Kingdom or Ireland, a corridor order pays a named bill in Nigeria. The order state and delivery evidence show whether the bill was delivered. If delivery cannot be evidenced, contact support and we will review the provider record and the payment route.
A corridor refund is not complete until the payment provider confirms the refund on the original rail. An internal order note or delivery investigation is not proof that funds have returned.
One request, one record.
Open the request in the app and choose the dispute option. Add what went wrong and any photos, messages or receipts. If you cannot get in, email hello@kurukoo.ng with the request number and the same evidence.
We record and review the dispute. Where verified escrow applies, the applicable ledger state is frozen while the case is reviewed; direct-pay funds remain with the provider. A cash refund is complete only after the original payment provider confirms it; cash refunds are not also credited as spendable Credits.
Keep the request open until the review is complete. If the payment provider needs more information, we will ask through the app or the email on the account. Do not open a second request for the same job.