Refund Policy

Last updated: December 2024

1. Overview

At DataHub APK, we strive to provide excellent service and ensure customer satisfaction. This refund policy outlines the conditions under which refunds may be granted for our VTU services.

2. General Refund Principles

We are committed to fair and transparent refund practices. Refunds may be considered in the following circumstances:

  • Service delivery failures
  • Technical errors on our platform
  • Unauthorized transactions
  • Duplicate charges
  • Service unavailability beyond our control

3. Data Bundle Refunds

For data bundle purchases, refunds may be granted if:

  • The bundle was not delivered within 24 hours of purchase
  • The wrong bundle was delivered due to our error
  • The transaction failed but payment was processed
  • Technical issues prevented bundle activation

Note: Once a data bundle is successfully delivered and activated, refunds are generally not available.

4. Airtime Top-up Refunds

Airtime top-up refunds may be considered if:

  • The top-up was not delivered within 2 hours
  • The wrong phone number was credited due to our error
  • The transaction failed but payment was processed
  • Network issues prevented successful top-up

5. Utility Bill Payment Refunds

For utility bill payments, refunds may be granted if:

  • The payment was not processed within 48 hours
  • Incorrect account details were used due to our error
  • The transaction failed but payment was processed
  • Service provider issues prevented payment processing

6. Non-Refundable Items

The following are generally non-refundable:

  • Successfully delivered data bundles
  • Activated airtime top-ups
  • Processed utility bill payments
  • Service fees and processing charges
  • Transactions completed more than 30 days ago

7. Refund Process

To request a refund:

  1. Contact our support team within 24 hours of the transaction
  2. Provide your transaction ID and account details
  3. Explain the reason for the refund request
  4. Submit any supporting documentation

8. Refund Timeline

Refund processing times:

  • Review Period: 1-3 business days
  • Approved Refunds: 3-7 business days
  • Bank Transfers: 5-10 business days
  • Mobile Money: 1-3 business days

9. Refund Methods

Refunds will be processed using the original payment method:

  • Bank transfers to the original account
  • Mobile money to the original number
  • Credit/debit card refunds
  • Account credit for future transactions

10. Documentation Required

To process your refund, we may require:

  • Transaction receipt or ID
  • Account registration details
  • Proof of payment
  • Screenshots of error messages (if applicable)
  • Valid government-issued ID

11. Dispute Resolution

If you disagree with our refund decision:

  1. Request a review by our senior support team
  2. Provide additional evidence or documentation
  3. Consider mediation if the dispute persists
  4. Contact relevant regulatory authorities if necessary

12. Force Majeure

We are not liable for refunds in cases of:

  • Natural disasters
  • Network provider outages
  • Government regulations or restrictions
  • Acts of terrorism or civil unrest
  • Technical failures beyond our control

13. Account Suspension

We reserve the right to suspend accounts that:

  • Frequently request refunds without valid reasons
  • Engage in fraudulent activities
  • Violate our terms of service
  • Provide false information

14. Contact Information

For refund requests and inquiries:

  • Email: [email protected]
  • Phone: +234 800 DATAHUB
  • WhatsApp: +234 800 DATAHUB
  • Support Hours: 24/7

15. Policy Updates

This refund policy may be updated periodically. Users will be notified of significant changes through our app or website.