refund policy

Eligibility for Refund

Refunds may be issued under the following conditions:

  • Service Not Delivered: The customer paid but did not receive Wi-Fi access or activation within the promised time frame.

  • Network Failure: The service was unavailable for more than [e.g., 24 hours] continuously due to a fault on our side.

  • Duplicate Payment: A customer was charged twice for the same package or subscription.

  • Incorrect Payment: Payment was made to the wrong account or wrong package by mistake and reported within [e.g., 24 hours].

Refunds are not available for:

  • Slow internet due to external factors (e.g., device issues, weather interference, or customer router misconfiguration).

  • Expired data bundles or time-limited plans.

  • 3. Refund Request Process

    To request a refund:

    1. Contact our support team at [Email / WhatsApp / Hotline].

    2. Provide your payment receipt, phone number, or account ID.

    3. Explain the issue clearly.

    4. Our team will investigate within [e.g., 3–5 business days].

    If approved, refunds are processed through the original payment method (e.g., Mobile Money or Bank Transfer) within [e.g., 5–7 business days].