1. Overview
Media placements booked through BuyMedia.ng involve real inventory reserved exclusively for you upon confirmation. Because media slots are time-bound and may be declined to other buyers once confirmed, our cancellation terms reflect the commercial realities of the media buying industry.
We aim to be fair, transparent, and responsive. If you have a problem with a booking, contact us as early as possible — early communication gives us the best chance of finding a good resolution.
2. Cancellation by You (the Buyer)
Cancellation terms are based on how far in advance of the campaign start date you cancel:
| Cancellation timing | Refund entitlement | Details |
|---|---|---|
| More than 14 days before campaign start | 100% refund | Full amount returned, minus payment processing fees (typically 1.5%) |
| 7–14 days before campaign start | 50% refund | 50% of the booking value returned |
| Less than 7 days before campaign start | No refund | The slot is reserved and the media Partner cannot resell it at short notice |
| After campaign has started or run | No refund | The placement has been delivered |
How to cancel
To cancel a booking, log into your buyer dashboard, go to My Orders, select the order, and click Cancel Booking. Alternatively, email support@buymedia.ng with your booking reference.
3. Changes & Modifications to Bookings
If you need to change campaign dates, placement details, or any other booking element, this is treated as a cancellation of the original booking and a new booking — and the refund terms in Section 2 apply to the original booking.
4. Cancellation by BuyMedia.ng
We may cancel a booking in the following circumstances:
- The media Partner is unable to deliver the placement due to circumstances outside our control (e.g. station shutdown, regulatory action, or force majeure)
- The submitted creative does not comply with ARCON guidelines and no compliant replacement is provided before the lead-time deadline
- Payment cannot be verified or has been reversed by your bank or payment provider
- The booking was made fraudulently or in violation of our Terms & Conditions
5. Non-Delivery & Failed Campaigns
If a confirmed campaign does not run as booked due to a failure on the part of the media Partner or BuyMedia.ng, you are entitled to one of the following remedies at your choice:
- Full refund of the booking amount
- Equivalent make-good placement — a replacement of equal or greater value at no additional cost
- Pro-rata refund if the campaign partially ran
Claims for non-delivery must be raised within 14 days of the scheduled campaign end date.
6. Creative Rejection
If your submitted creative is rejected for non-compliance, your booking remains valid. You will have the opportunity to submit a replacement before the campaign lead-time deadline.
If you cannot submit a compliant creative before the deadline and wish to cancel, the standard cancellation terms in Section 2 apply. If the rejection was caused by our error, we will offer a full refund regardless of timing.
7. Refund Process & Timelines
| Payment method | Refund timeline |
|---|---|
| Debit / Credit card (Paystack or Stripe) | 5–10 business days to your original card |
| Bank transfer payment | 3–5 business days to your original bank account |
| Paystack wallet | 1–3 business days to your Paystack wallet |
Refunds are returned to the original payment method used at checkout. We are unable to redirect refunds to a different account. You will receive an email confirmation when your refund has been initiated.
8. Disputes & Escalation
If you are not satisfied with our handling of a cancellation or refund request, escalate by emailing disputes@buymedia.ng. We will acknowledge within 2 business days and aim to resolve within 10 business days.
9. Exceptions & Special Circumstances
We will consider refund requests outside the standard policy on a case-by-case basis in exceptional circumstances such as:
- Documented medical emergencies affecting the buyer
- Significant verifiable business disruption (e.g. company closure, regulatory shutdown)
- Natural disasters or national emergencies that prevent campaign execution
These requests must be supported by documentation and submitted to support@buymedia.ng. Approval is at BuyMedia.ng's sole discretion.
10. Contact Us
- General support: support@buymedia.ng
- Disputes: disputes@buymedia.ng
- Phone: +234 XXX XXX XXXX (Mon–Fri, 8AM–6PM WAT)
- Dashboard: Log in → My Orders → Help on any order