Refund Policy

Last updated: July 13, 2026

At Plug Bundle Services, we strive to ensure every transaction is completed successfully. This Refund Policy outlines the circumstances under which refunds are issued and how they are processed.

1. Data Bundle Purchases

1.1 Automatic Refunds for Failed Orders

When you purchase a data bundle and the vendor API is unable to fulfill the order, your wallet is automatically refunded the full amount. This happens immediately when the vendor rejects the transaction. You will receive a notification confirming the refund.

1.2 Deferred Orders (Queued)

In some cases, if a vendor API is temporarily unavailable or has insufficient balance, the system will queue your order and mark it as "pending." Our admin team will manually submit it to the API when the vendor account is ready. If the order cannot be fulfilled within a reasonable timeframe, a full refund will be issued to your wallet.

1.3 Delivered Orders

Once a data bundle has been successfully delivered to the phone number you provided, the purchase is considered final. We cannot process refunds for successfully delivered bundles, as these are digital goods that cannot be returned.

2. Wallet Top-Ups

2.1 Paystack Payments

Wallet top-ups processed via Paystack are typically credited instantly. If payment is deducted from your bank or mobile money but not credited to your wallet:

1. Use the "Verify Payment" feature on the top-up page to check the status
2. If the status remains pending, contact our support team with the transaction reference
3. We will investigate and resolve the issue within 24 hours

2.2 Manual Mobile Money Top-Ups

Manual top-ups are reviewed by our team. If we are unable to verify your payment within 48 hours of submission, please contact support with your proof of payment and transaction reference.

3. Shop Orders (Gigs)

Refunds for shop orders and gig purchases are handled on a case-by-case basis. Please contact our support team to request a refund for a shop order. We will review the circumstances and process refunds where appropriate.

4. Loyalty Points & Rewards

Points redeemed for rewards, coupons, or services are non-refundable once the reward has been issued. Please ensure you have sufficient points and understand the reward terms before redeeming.

5. Chargebacks & Disputes

If you dispute a charge with your bank or payment provider, your account may be suspended pending investigation. We will cooperate fully with the payment provider to resolve the dispute. If the dispute is resolved in our favor, your account will be reinstated. Abuse of the chargeback process may result in permanent account termination.

6. How to Request a Refund

If you believe you are entitled to a refund that has not been automatically processed, please contact us with the following information:

• Your account email or phone number
• The transaction reference number
• A description of the issue

We aim to respond to all refund requests within 24 hours.

7. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be effective immediately upon posting. We encourage you to review this policy periodically.