Refund Policy
Effective Date: 11th November 2023Last Updated: 1st October, 2025
Applies to: Applies to : Netapps Technologies Limited, including all its products and services under Netapps Marketplace Limited, Netapps Aggregators Limited, Netapps Microfinance Bank Limited, Netapps Africloud Limited, and related platforms (“Netapps”, “we”, “our”, “us”). This Refund Policy sets out the terms and conditions under which refunds may be granted for payments, transactions, subscriptions, or fees made through Netapps Products & Services. By using our platforms, you acknowledge and agree to this Refund Policy, which must be read together with our Terms of Use, Privacy Policy and Security Guidelines.
1. General Principles
1.1 Scope
This Refund Policy applies to all payments and transactions conducted via Netapps products and services, including but not limited to:
- Bill payments (airtime, data, utilities, subscriptions, etc.)
- Wallet funding and withdrawals
- Merchant and aggregator payments
- Microfinance banking transactions
- Subscription-based services on Netapps platforms
1.2 Non-Refundable Transactions
Certain transactions are by default non-refundable, including :
- Completed airtime, data, and utility purchases successfully delivered to the beneficiary.
- Transactions initiated by user error (e.g., wrong beneficiary number, wrong meter ID, duplicate payment).
- Charges relating to processing, service, convenience, or third-party fees.
1.3 Good Faith & Compliance
Refunds may only be processed in good faith and upon proper verification. Fraudulent or suspicious refund requests may be declined and escalated under our Security Guidelines.
2. Eligibility for Refunds
2.1 Erroneous or Failed Transactions
A refund may be granted if :
- The transaction was debited from your account but not successfully processed.
- The service/product was not delivered within the stipulated time frame.
- A system error or technical fault occurred on Netapps' platform or its licensed partners.
2.2 Subscription & Service Fees
Refunds for subscription or license fees (where applicable) are handled on a case-by-case basis.
- Refunds may be prorated for unused service periods, unless otherwise stated in a specific product agreement.
2.3 Regulatory & Compliance Exceptions
Where regulatory requirements or financial industry mandates necessitate reversal or refund, Netapps will comply accordingly.
3. Refund Process
3.1 Request Submission
To request a refund, customers must :
- Submit a refund request via our Customer Support channels (in-app, email, or official support desk).
- Provide accurate transaction details (Transaction ID, date, beneficiary, and payment method).
3.2 Review & Verification
- Netapps will review refund requests within 5 business days of submission.
- Users may be required to provide additional information for verification.
- Where third-party providers (banks, telcos, billers, aggregators) are involved, the processing time may depend on their settlement timelines.
3.3 Refund Timelines
- Approved refunds will be processed within 7–14 business days.
- Refunds are typically credited back to the original payment method (wallet, bank, or card).
3.4 Communication
Customers will be notified of the refund decision via email, SMS, or in-app notification.
4. Limitations & Liabilities
4.1 No Guarantee of Immediate Reversal
Netapps cannot guarantee immediate refunds where third-party systems are involved (e.g., banks, utility providers, telecom operators).
4.2 Maximum Refund Obligation
Netapps' liability is limited to the amount actually paid by the customer for the disputed transaction.
4.3 Exclusions
Refunds shall not cover :
- Indirect losses, lost profits, or consequential damages.
- Transactions affected by user negligence or unauthorized account access due to breach of Security Guidelines.
5. Escalation & Dispute Resolution
5.1 Escalation Channels
If dissatisfied with the refund outcome, users may escalate complaints to :
- Netapps Customer Support (Tier 1)
- Netapps Dispute Resolution Desk (Tier 2)
- Independent regulators (CBN, NDIC, NCC, NITDA, NAICOM or other competent authorities depending on the service).
5.2 Governing Law
This Refund Policy shall be governed and interpreted in accordance with the laws of the Federal Republic of Nigeria.
Contact & Reporting
If you suspect fraud, phishing, or unauthorized access, contact: