Refund Policy

1. Overview

At SuperBills, we strive to ensure every transaction is successful and satisfactory. This Refund Policy outlines the circumstances under which refunds may be granted and the process for requesting them. Please read this policy carefully before making any transactions on our platform.

SuperBills is operated by Super Media Communication, and all refund decisions are made in accordance with this policy and applicable Nigerian consumer protection laws.

2. Refund Eligibility by Service Type

Refund eligibility varies depending on the type of service:

Service Type	Refund Eligibility	Conditions
Airtime Purchase	Not Eligible	Airtime is delivered instantly and cannot be reversed once credited to the recipient's phone.
Data Subscription	Not Eligible	Data bundles are activated immediately upon purchase and cannot be refunded.
Electricity (Prepaid)	Case-by-Case	Refunds may be issued if the token was not generated due to a system error on our end.
Electricity (Postpaid)	Case-by-Case	Refunds only if payment was not applied to the customer's account with the utility company.
TV Subscription (DSTV, GOtv, Startimes)	Case-by-Case	Refunds may be considered if subscription was not activated after payment.
Wallet Funding	Eligible	If funds were debited from your bank but not credited to your SuperBills wallet.
Failed Transactions	Eligible	Full refund if money was deducted but service was not delivered.

3. Conditions for Refund

A refund may be granted when:

• Service Not Delivered: You were charged but the service (airtime, data, electricity token, TV subscription) was not delivered.
• Duplicate Charge: You were charged multiple times for the same transaction.
• System Error: A technical error on our platform caused the transaction to fail after deducting payment.
• Provider Failure: The service provider (network, biller) confirmed non-delivery of the service.
• Wallet Funding Issue: Funds did not reflect in your SuperBills wallet after successful bank deduction.

4. Non-Refundable Situations

Refunds will NOT be granted in the following cases:

• Successful transactions where the service was delivered as requested.
• Incorrect details entered by the customer (wrong phone number, meter number, smartcard number, etc.).
• Change of mind after a successful transaction.
• Transactions disputed after 30 days from the transaction date.
• Suspected fraudulent activity on the account.
• Transactions made to third parties that were successfully delivered.

5. How to Request a Refund

To request a refund, follow these steps:

1. Gather Information: Have your transaction reference number, date, amount, and description of the issue ready.
2. Contact Us: Send an email to superbillsng@gmail.com or call +234 70 5043 9015.
3. Subject Line: Use "Refund Request - [Transaction Reference]" as your email subject.
4. Provide Details: Include:
   • Your registered email address
   • Transaction reference number
   • Transaction date and time
   • Amount paid
   • Description of the issue
   • Any relevant screenshots or proof
5. Wait for Review: Our team will review your request and respond within 24-48 hours.

6. Refund Processing Time

Once a refund is approved, processing times are as follows:

7. Refund Investigation Process

Our refund investigation process includes:

1. Initial Review (24-48 hours): We verify the transaction details and check our system logs.
2. Provider Verification (24-72 hours): We contact the service provider (network, electricity company, cable TV provider) to confirm delivery status.
3. Decision & Communication: We inform you of the outcome and process the refund if approved.
4. Refund Processing: Approved refunds are processed according to the timelines above.

8. Partial Refunds

In some cases, partial refunds may be issued:

• If only part of the service was delivered.
• If a convenience fee applies and the refund is for the service amount only.
• If there are processing costs that cannot be recovered from the service provider.

9. Dispute Resolution

If you are unsatisfied with our refund decision:

• You may request a review by a senior member of our team.
• You can escalate to our management by emailing superbillsng@gmail.com with "ESCALATION" in the subject line.
• As a last resort, you may pursue resolution through appropriate legal channels in accordance with Nigerian consumer protection laws.

10. Fraudulent Refund Claims

We take fraudulent refund claims seriously. If we determine that a refund request is fraudulent:

• The request will be denied.
• Your account may be suspended or terminated.
• We may report the incident to relevant authorities.
• Legal action may be taken to recover any losses.

11. Changes to This Policy

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

12. Contact Us

For refund requests or questions about this policy, please contact us: