Last Updated: SEPT 26, 2025
At Tonel Automotive, we are committed to providing a transparent, secure, and seamless payment process for all our customers. Since our website operates primarily as a catalogue-style platform where customers browse auto spare parts and complete purchases via WhatsApp or other supported channels, this Payment Policy outlines the terms, methods, procedures, and security measures that govern all financial transactions with us.
This document is designed to help you understand:
- Which payment methods we accept.
- How payments are processed securely.
- Our stance on currency, fees, and taxes.
- The handling of failed, fraudulent, or disputed transactions.
- Compliance with international financial and data security standards.
We encourage you to read this policy carefully. By making a purchase through our catalogue or completing a payment via WhatsApp order, you acknowledge that you have read, understood, and agreed to the terms outlined here.
1. Payment Methods We Accept
To make transactions convenient, we accept multiple payment methods depending on your location, order size, and preferred mode of transfer. The following payment options are currently supported:
- Bank Transfer (Local & International):
Customers can complete payments by directly transferring funds to our verified company bank account. Bank details are shared at checkout or upon confirming your order on WhatsApp.- Local transfers are usually instant or same-day.
- International transfers may take between 1–5 business days depending on the sending bank.
- Mobile Money & Payment Wallets:
In certain regions, we support mobile money wallets (e.g., MTN Mobile Money, Airtel Money, Paystack, Flutterwave wallets). This option ensures quick and cashless transactions. - Debit & Credit Cards (Visa, Mastercard, Verve):
Payments can also be made through major card networks. We process these via trusted third-party gateways like Paystack, Flutterwave, and Interswitch, which comply with PCI-DSS security standards. - Cash Payment (Special Cases Only):
While we encourage digital transactions, cash on delivery (COD) may be accepted on a case-by-case basis, subject to location, order value, and availability. COD is generally available only for local deliveries.
2. Payment Process
Here’s how our payment flow works for catalogue-style purchases:
- Browse & Select:
Customers browse available spare parts on our catalogue-style website. - Order Confirmation (via WhatsApp):
Instead of adding items to a cart, customers place orders by clicking the WhatsApp chat button, providing product details and quantity. - Invoice Generation:
Once the order is confirmed, we generate an invoice including product cost, applicable taxes, and delivery charges (if any). - Payment Instruction:
Customers receive clear payment instructions via WhatsApp/email, including supported methods (bank transfer, Paystack, card payment, etc.). - Payment Completion:
Customers must send payment proof/receipt along with their full name and order/registration ID to WhatsApp for verification. - Order Processing:
After successful payment confirmation, the order enters the fulfillment and shipping stage.
3. Currency of Transactions
- All payments are processed in Naira.
- For international customers, currency conversion charges may apply, depending on your bank or payment provider.
- Customers are advised to confirm exchange rates with their bank before initiating cross-border transactions.
4. Payment Confirmation
Once your payment is received:
- A confirmation message will be sent via WhatsApp/email within 24 hours.
- Orders are not processed or shipped until full payment is received and verified.
- For pending or unverified transactions, we may request additional documentation to confirm the source of funds.
5. Taxes and Additional Charges
- Local Taxes & VAT:
All applicable Value Added Tax (VAT) or local sales taxes are included in your invoice where required by law. - International Duties & Customs:
For cross-border deliveries, customers are responsible for any customs duties, import fees, or tariffs imposed by the destination country. - Transaction/Processing Fees:
Some third-party payment providers (PayStack, card processors, banks) may charge transaction or service fees. These fees are borne by the customer.
6. Security of Payments
We place the highest priority on payment security. Our payment partners are PCI DSS Level 1 compliant, ensuring maximum protection.
Key security measures include:
- SSL Encryption: All payment instructions are transmitted over encrypted connections.
- Two-Factor Authentication (2FA): Card payments may require OTP or biometric verification.
- Fraud Monitoring Systems: Suspicious or high-risk payments may be flagged and held for manual review.
We never store sensitive payment information such as card numbers or CVVs on our servers.
7. Fraudulent or Unauthorized Transactions
- If unauthorized transactions are detected, we reserve the right to cancel the order, block the customer account, and report the incident to financial authorities.
- Customers must notify us immediately if they suspect fraudulent activity linked to their payment.
8. Failed or Declined Payments
A payment may fail due to:
- Insufficient funds.
- Incorrect details entered.
- Technical errors on payment gateways.
In case of a failed transaction:
- Customers will receive an alert/notification.
- They can retry the payment using the same or an alternative method.
- If the amount was debited but not reflected, please allow up to 7 business days for resolution.
9. Disputes and Chargebacks
- If you believe you were incorrectly charged, please contact us first at [Insert Support Email/WhatsApp] before initiating a chargeback.
- Unresolved disputes may be referred to the payment provider, who will make the final decision.
- Abuse of chargebacks (fraudulent claims) may result in a permanent ban from our services.
10. Refunds Related to Payments
Refunds are governed separately under our Refund & Return Policy. However, key payment-related points include:
- Refunds will be processed using the same method of payment whenever possible.
- Refund timelines vary depending on your provider (typically 5–15 business days).
- Any transfer or processing fees incurred may be deducted from the refund amount.
11. Compliance & Legal Obligations
We comply with local and international laws regarding financial transactions, including:
- Anti-Money Laundering (AML) regulations.
- Know Your Customer (KYC) verification where applicable.
- Data Protection Laws (GDPR, NDPR, etc.) for secure handling of customer financial data.
12. Customer Responsibilities
To ensure smooth payment processing, customers are responsible for:
- Providing accurate payment details.
- Ensuring sufficient funds for the transaction.
- Sending proof of payment promptly.
- Covering applicable fees or charges imposed by third-party providers.
13. Updates to This Payment Policy
We may update this Payment Policy periodically to reflect new payment options, legal requirements, or business changes. Updates will be posted on this page with a revised “Last Updated” date.
14. Contact Us
For questions about payments, receipts, or related issues, please contact:
📧 Email: support@tonelautomotive.com
📱 WhatsApp Chat: 07019713473
📞 Phone: 07060799788
Our support team is available to assist with payment-related inquiries.
