Refund Policy

Last updated: 29-11-2025

1. INTRODUCTION

This Refund Policy outlines the conditions under which Subscriber.ng, will process refunds for transactions made on our platform.

Our goal is to ensure transparency, fairness, and customer satisfaction while maintaining compliance with applicable financial regulations and service partner agreements in Nigeria.

This Policy applies to all users who make payments through our website, mobile application, or API for services such as SLTV subscriptions, internet data, electricity bills, and other digital payments.

2. SCOPE OF POLICY

This Refund Policy covers:

• Failed or incomplete transactions

• Over-deducted payments

• Duplicate charges

• Service delivery errors caused by system or third-party failures

It does not cover user-initiated mistakes such as wrong account numbers, wrong meter IDs, wrong package selections, or payments made to incorrect service categories.

3. ELIGIBILITY FOR REFUND

A user may be eligible for a refund only under the following conditions:

1. You were debited for a transaction, but the value/service was not delivered.

2. A transaction was processed twice in error.

3. You were overcharged beyond the stated amount for the selected service.

4. A system error or network failure occurred after payment confirmation but before value delivery.

5. The intended service provider or merchant failed to fulfill the request within the processing window.

Refunds will not be issued for:

• Incorrect details entered by the user (e.g., wrong decoder number, wrong electricity meter ID, wrong mobile number).

• Successful transactions where value has already been delivered.

• Failed transactions arising from insufficient balance, expired payment cards, or expired subscriptions.

• Transactions beyond 2 days from the payment date.

4. REFUND REQUEST PROCEDURE

To request a refund, please contact Subscriber.ng Support via:

Email: info@subscriber.ng

Phone: +2349160247868

Include the following details for verification:

• Full name and registered phone number or email address

• Transaction reference ID

• Transaction amount and date

• Service type (e.g., SLTV, electricity, data)

• Proof of debit (screenshot or payment receipt)

Once a refund request is received, our support team will acknowledge it within 24 hours and begin investigation.

5. REFUND PROCESSING TIME

• Refund requests are usually resolved within 72 hours (3 working days) of confirmation of failure from the relevant service provider or payment processor.

• In some cases (especially with electricity or cable service providers), resolution may take up to 5–7 working days, depending on the provider’s verification process.

• Refunds will be issued using the original payment method used for the transaction, unless otherwise communicated.

If your transaction was funded via bank transfer, refund will be made directly into the originating account.

6. NON-REFUNDABLE TRANSACTIONS

The following categories of transactions are non-refundable:

• Successful airtime, data, or TV subscription deliveries.

• Transactions confirmed as successful by the service provider, even if the customer claims otherwise.

• Transactions carried out via third-party platforms or agents integrated with Subscriber.ng, for which Subscriber.ng is not the direct processor.

• Refund requests made after 30 days of the transaction date.

7. REVERSALS INSTEAD OF REFUNDS

Where possible, Subscriber.ng may perform a reversal instead of a refund.
This means the value (e.g., airtime, data, or TV subscription) may be delivered to the correct account once the issue is verified, rather than returning cash.
You will be notified if a reversal is the most appropriate action.

8. THIRD-PARTY RESPONSIBILITY

Subscriber.ng works with third-party payment gateways, financial institutions, and service providers to process transactions.
Refund timelines may be influenced by these partners’ policies and technical processes.
We will, however, make reasonable efforts to ensure prompt communication and follow-up until your issue is resolved.

9. FRAUDULENT CLAIMS

Making false claims for refund or chargeback constitutes fraud and may result in:

• Immediate account suspension,

• Reporting to financial authorities or payment processors, and

• Legal action under Nigerian cyber and financial laws.

10. CONTACT INFORMATION

For all refund-related inquiries, please contact us at:

Email: info@subscriber.ng
Phone: +2349160247868
Address:217 Constitution Rd, Kakuri, Kuduna State, Nigeria

We value your trust and will continue to improve our processes to serve you better.

11. POLICY UPDATES

Subscriber.ng reserves the right to update or modify this Refund Policy at any time without prior notice.
All changes will be published on our website, and the updated effective date will be indicated above.
Continued use of the Platform after updates constitutes acceptance of the revised policy.

Effective Date: 29-11-2025