Refunds and failed payments

The short version

If you paid and did not get what you paid for, we put it right: we give you what you paid for, or we refund you. This page explains how.

Please do not pay a second time. First follow the steps below, or call or WhatsApp us on 08033226866.

You paid but did not get your voucher

Sometimes the bank confirms a payment a few minutes late. When it does, your voucher is completed automatically.

Wait a few minutes, then open "Find my voucher" in the iBrowse app or on the WiFi login page and enter the phone number you used to pay. If your voucher is there, you can use it.

If it is still not there, contact us with your phone number, the amount, the time you paid and your payment reference if you have it. We check the payment with our payment provider. If the payment went through, we give you the voucher. If we cannot, we refund you.

You were charged twice

If the same plan was paid for twice by mistake, tell us. Once we confirm both payments, we refund the extra one or, if you prefer, give you a second voucher in its place.

A voucher that does not work

First check that you typed the code exactly as it was sent, with no spaces, and that you are connected to iBrowse WiFi. If you cannot log in, switch your WiFi off and on again so the login page opens fresh, then try again.

If a voucher we sold you still will not work, or it is not the plan you paid for, tell us. We will fix it, replace it, or refund you.

When we cannot refund

A voucher that has been used (you logged in and used its data or time) cannot be refunded, because the service was already delivered.

Please check the plan, its price and its data before you pay. A plan you chose and paid for cannot be changed or refunded.

Hotspot vouchers work only at iBrowse WiFi points in our coverage areas in Gombe. They are not mobile data. We cannot refund a voucher that was bought for use outside our coverage.

We cannot recover money you sent to the wrong person, number or account.

Network faults

If a fault on our network stops a plan you paid for from working for a long time, tell us. We will look at what happened and put it right fairly, usually by extending your plan.

Home and business internet

We confirm that we cover your address, and tell you any installation charge, before you pay. If we find that we cannot connect you, we refund everything you paid for that service.

A monthly plan that has already started is not refunded for the days already used. You can stop renewing at any time by telling us before your plan ends.

Equipment and other products

We confirm the item, the price and the delivery with you before you pay. If an item is faulty when you receive it, tell us as soon as you notice and keep the item and its packaging. We repair or replace it, and we refund you if we cannot.

Items that are damaged after delivery, or used in a way they were not made for, are not covered.

How to ask for a refund

Call or WhatsApp 08033226866, or send a request from the Support page. Tell us your phone number, what you bought, the amount, the date and time, and your payment reference.

We reply as soon as we have checked the payment. Approved refunds go back the way you paid (card or bank transfer through Paystack), normally within a few working days of our approval. Your bank may take a little longer to show it.

Changes

We may update this policy. The date above shows the latest version. Nothing here limits your rights under Nigerian law.