1. Scope and important distinction
Net may provide software and payment-recording tools to property owners and hotspot operators. A payment made for a Net subscription or platform feature is different from a payment made to an operator for internet access, a tenant contribution or a hotspot package.
Where you pay an operator for internet access, a contribution or a hotspot package, that operator is responsible for deciding and processing the request because it is the provider of that service and may be the recipient of the payment. Contact the operator named at checkout or on your receipt. Net cannot promise or issue a refund of funds that it has not received or does not control.
2. Net subscription and platform fees
If Net charges you directly for a subscription or paid feature, the price, billing interval, trial terms (if any) and any cancellation conditions displayed at checkout or in your order apply. You may cancel a renewal using the available account controls or by contacting us. Cancellation ordinarily prevents future renewals; it does not automatically refund fees for a period already started or used, except where the checkout terms or applicable law provide otherwise.
We will assess refund requests fairly, including where a charge was unauthorised, duplicated, incorrectly calculated, or where a material failure of a paid Service entitles you to a remedy under applicable law. Nothing in this Policy excludes a statutory right to a refund, price reduction, repair, cancellation or other remedy that cannot lawfully be excluded.
3. Failed, pending or duplicate payments
If a payment appears to have failed but your bank or payment provider shows a debit, first check the transaction status and allow the provider’s normal reconciliation process to complete. A pending authorisation or delayed provider notification is not necessarily a completed charge. If the debit remains unresolved, contact the merchant or operator identified in the transaction and provide the transaction reference, date, amount and payment method details that are safe to share.
Where the same payment was captured more than once for the same purchase, the responsible recipient or payment provider will investigate and, where a duplicate charge is confirmed, arrange a correction or refund as appropriate. Do not email full card numbers, PINs, passwords or one-time passcodes.
4. Service interruption or failure
If a paid Net feature is materially unavailable or fails to perform as expressly described, contact us with the affected account, dates, feature and relevant transaction reference. We will investigate and, where appropriate under the applicable order and law, provide a correction, restore the feature, credit the account, refund a reasonable portion of the affected fee, or offer another lawful remedy.
For an internet connection or hotspot package sold by an operator, contact that operator about outages, speed, access activation, expiry, package descriptions or other service issues. The operator’s obligations and applicable consumer law determine the remedy. Net is not responsible for the underlying internet connection, power supply, router, third-party network or service provider solely because its software is used to record the transaction.
5. How to request a refund
For a Net fee, email net@martinvic.com.ng with the account email, transaction reference, amount, date, reason for the request and any relevant supporting information. For an operator’s service, contact the operator shown on your receipt or checkout page. Requests should be submitted as soon as reasonably practicable so the relevant recipient and payment provider can investigate; this does not shorten any mandatory period or right provided by law.
We may ask for reasonable information to verify the transaction and prevent fraud. Do not provide your password, PIN, full payment-card number or one-time passcode. We aim to acknowledge and assess complete requests within a reasonable time and will communicate the outcome or any additional information needed.
6. Processing and timing
Approved refunds will ordinarily be sent to the original payment method where the payment provider supports that method, unless another lawful method is agreed or required. The time it takes for the funds to appear depends on the bank, card issuer or payment provider and is outside Net’s direct control. Provider fees, reversals and settlement timing may affect the transaction record; any deduction from a refund will be made only where permitted by law and disclosed terms.
7. Circumstances requiring individual review
Some requests require additional review, including where access was partly used, a package expired, a contribution relates to a shared household arrangement, an operator has already supplied the service, a payment is disputed as unauthorised, or the transaction is subject to a chargeback or investigation. We will consider the specific facts, the terms disclosed before payment, the quality and extent of service delivered, and applicable law.
Nothing in this Policy creates a blanket “no refunds” rule or removes any consumer right that applies by law. In particular, applicable rights under the Federal Competition and Consumer Protection Act 2018 and other relevant Nigerian laws prevail to the extent they provide a remedy that cannot lawfully be excluded.
8. Changes to this Policy
We may update this Policy to reflect changes in payment processing or the Service. The effective date at the top indicates the latest revision. A change will not retrospectively remove a refund right that has already accrued or a statutory protection that applies to an earlier transaction.
9. Contact
For refund requests concerning a fee charged directly by Net, contact net@martinvic.com.ng. For a payment made to a property owner, landlord or hotspot operator, contact that operator using the details shown at checkout or on your receipt.