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Our commitment: If something goes wrong on our end — payment processed but access not
granted, duplicate charges, or extended platform outages — we will make it right quickly. What we cannot
refund is access that has already been used.
This policy covers all payments made to XPROTALENT, including the candidate one-time access fee and employer
subscription payments. All payments are processed by Paystack.
Candidate Access — GHS 30 One-Time Fee
✅ Eligible for a Refund
- Payment succeeded but account not unlocked — charged but your portal remained locked.
Contact us within 7 days for a full refund or immediate resolution.
- Duplicate charge — charged more than once for the same account. We refund all
duplicate charges promptly upon verification.
- Platform technical failure — a fault on our side prevented you from accessing
features. Request within 14 days of the qualifying incident.
❌ Not Eligible for a Refund
- You have logged in and used any platform feature (profile builder, resume builder, ATS scanner, job
listings, messaging, etc.)
- You did not receive a job offer — the fee is for platform access, not employment outcomes
- You changed your mind after payment without a qualifying technical issue
- More than 14 days have passed since payment and no qualifying issue was reported
- Your account was terminated for violating our Terms
Employer Subscriptions
Employer subscriptions give immediate access to the full candidate database upon payment. The available plans
are: Monthly (GHS 150), Yearly (GHS 900), 2-Year (GHS 1,440), and 3-Year (GHS 1,890).
✅ Eligible for a Refund
- Payment charged but subscription not activated — you paid but your employer dashboard
remained inactive. Contact us within 7 days for a full refund or immediate activation.
- Duplicate or erroneous charge — charged an incorrect amount or charged twice.
Refunded promptly after verification.
- Prolonged platform outage — documented inaccessibility exceeding 72 consecutive hours
during your active subscription period. We issue a pro-rata credit for the affected time.
❌ Not Eligible for a Refund
- You have accessed the candidate search, viewed any profile, downloaded a resume, or sent a message
- You did not successfully hire a candidate — subscriptions provide access, not guaranteed hiring
outcomes
- You wish to cancel mid-period — subscriptions run to their full expiry date and are not pro-rated for
early cancellation (unless due to a platform fault)
- More than 7 days have passed since payment with no qualifying issue reported
- Your account was terminated for violating our Terms (data misuse, fake profiles, etc.)
How to Request a Refund
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Contact support through your portal. Navigate to Settings in your candidate or employer
portal and use the support contact option. If you cannot access your portal, use the contact details
provided at account registration.
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Provide your details. Include your registered email address, the Paystack payment
reference number (found in your payment confirmation email), and a clear description of the issue.
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We review and respond. We aim to respond to all refund requests within 2 business days.
We may ask for additional information to verify the issue.
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Refund is processed. Approved refunds are returned to the original payment method (card
or mobile wallet). Processing time is typically 5–10 business days, depending on your bank or mobile money
provider.
Payment Processor
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All payments are processed securely by Paystack. XPROTALENT never stores, sees, or handles
your card numbers, PINs, or mobile money credentials. Refunds are processed back through Paystack to the
original payment method.
Chargebacks
If you initiate a chargeback with your bank or card provider before contacting us, we reserve the right to
suspend your account pending resolution. We encourage you to contact us directly first — most issues are
resolved faster through our support process than through a bank dispute.
Questions
For any questions about a charge, or to initiate a refund request, contact us through your portal's support
channel. We are committed to resolving genuine payment issues promptly and fairly.