Refund Policy

1. General Refund Policy

At VTUBOX, we strive to provide excellent service and ensure customer satisfaction. However, due to the immediate and irreversible nature of digital services, refunds are subject to specific conditions and limitations.

Important: This refund policy applies to all VTUBOX services and is designed to protect both users and our business while ensuring fair treatment for legitimate refund requests.

2. Wallet Funding Refunds

Eligible for Refund: Wallet funding refunds are available under the following circumstances:

• Duplicate Transactions: Multiple charges for the same funding attempt due to technical errors
• Unauthorized Transactions: Transactions not initiated by the account holder (subject to investigation)
• Failed Funding: Funds deducted from your bank/card but not credited to your VTUBOX wallet
• Overpayment: Accidental overpayment due to user error (excess amount only)
• System Errors: Technical failures on our end that prevent proper wallet crediting

Processing Time: Wallet funding refunds are processed back to the original payment method and may take 3-7 business days to reflect in your account.

3. VTU Service Refunds

Generally Non-Refundable: Due to the immediate nature of digital services, refunds for completed transactions are generally not available:

• Airtime & Data: No refunds once credited to the recipient number (immediate delivery)
• TV Subscriptions: No refunds once payment is confirmed by the service provider
• Electricity Tokens: No refunds once tokens are generated and delivered
• Water Bills: No refunds once payment is confirmed by the utility company

Exception: Refunds may be considered only in cases of system errors where the service was not delivered despite successful payment.

4. Failed Transaction Handling

Automatic Refund: In case of failed transactions where the service was not delivered:

• Funds are automatically credited back to your wallet within 24 hours
• You will receive an email notification of the refund
• Transaction status will be updated to "Failed" in your transaction history
• If automatic refund is not received, contact our support team immediately

Manual Review: Some failed transactions may require manual review, which can take up to 48 hours.

5. Refund Request Process

To request a refund, follow these steps:

1. Contact Support: Email support@vtubox.com with "Refund Request" in the subject line
2. Provide Details: Include your account email, transaction reference number, and amount
3. Explain Reason: Clearly explain why you believe you're entitled to a refund
4. Attach Evidence: Include screenshots, bank statements, or other relevant documentation
5. Wait for Response: Our team will review your request within 24-48 hours

Required Information: All refund requests must include transaction reference number, date of transaction, and clear explanation of the issue.

6. Non-Refundable Items and Services

The following are NOT eligible for refunds:

• Successfully Delivered Services: Any service that was successfully delivered to the recipient
• Service Fees: Processing fees, convenience fees, and other service charges
• User Errors: Transactions made with incorrect recipient details (wrong phone number, meter number, etc.)
• Promotional Services: Services purchased during promotional periods (unless specifically stated otherwise)
• Fraudulent Transactions: Transactions made with stolen or unauthorized payment methods
• Duplicate Services: Services purchased multiple times by the same user (user responsibility)
• Network Issues: Delays or issues caused by recipient's network provider

7. Refund Eligibility Criteria

To be eligible for a refund, the following criteria must be met:

• Refund request must be submitted within 7 days of the transaction
• Transaction must be verified as failed or undelivered
• No previous refund has been issued for the same transaction
• Account must be in good standing (not suspended or restricted)
• Refund request must include all required documentation
• Transaction must not be under investigation for fraud or suspicious activity

8. Contact Information

For refund requests or questions about this policy:

• General Refunds: support@vtubox.com
• Dispute Resolution: disputes@vtubox.com
• Phone Support: +234 XXX XXX XXXX
• Response Time: Within 24 hours (Monday-Friday)
• Business Hours: 8:00 AM - 6:00 PM (WAT)

Emergency Support: For urgent refund issues, call our support line during business hours.