1. Introduction
At Honeysub, we are committed to providing reliable and efficient bill payment services.
This Refund Policy outlines the terms and conditions under which refunds may be issued
for transactions made through our platform.
We understand that issues may occasionally arise, and we have established clear procedures
to handle refund requests fairly and transparently. Please read this policy carefully to
understand your rights and our obligations regarding refunds.
Important Notice: Due to the instant nature of our digital services,
most transactions are processed immediately and cannot be reversed once completed successfully.
Refunds are only available in specific circumstances as outlined in this policy.
2. General Refund Policy
2.1 Our Commitment
Honeysub is committed to customer satisfaction. We will process refund requests in accordance
with this policy when transactions fail due to technical errors, system failures, or service
provider issues that are beyond the customer's control.
2.2 Key Principles
⚡ Instant Processing
Our services are delivered instantly upon successful payment, making refunds
challenging once a service has been provided.
🔍 Case-by-Case Review
Each refund request is evaluated individually based on the specific circumstances
and evidence provided.
📋 Documentation Required
Valid proof of payment failure or service non-delivery must be provided to
support refund requests.
⏱️ Time Limitations
Refund requests must be submitted within the specified timeframe for each
service category.
2.3 Refund Conditions
Refunds will be considered under the following general conditions:
- Payment was debited from your account but the service was not delivered
- Duplicate transactions occurred due to system error
- Wrong amount was charged due to technical malfunction
- Service provider confirmed non-delivery of purchased service
- System failure prevented successful service delivery
- Transaction was made fraudulently without your authorization
3. Service-Specific Refund Policies
3.1 Airtime Top-Up Instant Service
Refund Eligibility:
- Eligible: Payment debited but airtime not received within 5 minutes
- Eligible: Airtime credited to wrong number due to system error (with proof)
- Not Eligible: Customer entered wrong phone number
- Not Eligible: Airtime successfully delivered to specified number
Request Window: Within 24 hours of transaction
Processing Time: 3-5 business days after verification
3.2 Data Subscription Instant Service
Refund Eligibility:
- Eligible: Payment successful but data not credited within 10 minutes
- Eligible: Wrong data plan delivered due to system error
- Not Eligible: Customer selected wrong data plan
- Not Eligible: Data successfully activated but not used
- Not Eligible: Customer's device or network issues preventing data usage
Request Window: Within 24 hours of transaction
Processing Time: 3-7 business days after verification with network provider
3.3 Electricity Bills (PHCN) Token Service
Refund Eligibility:
- Eligible: Payment made but token not generated within 15 minutes
- Eligible: Token generated but rejected by meter (verified by DISCO)
- Eligible: Wrong amount charged compared to token value
- Not Eligible: Customer entered wrong meter number
- Not Eligible: Token successfully loaded on meter
- Not Eligible: Customer lost or forgot token code
Request Window: Within 48 hours of transaction
Processing Time: 5-10 business days (requires DISCO verification)
3.4 Cable TV Subscriptions (DSTV, GOTV, Startimes)
Refund Eligibility:
- Eligible: Payment successful but subscription not activated within 30 minutes
- Eligible: Wrong subscription plan activated due to system error
- Eligible: Duplicate payment for same smart card and package
- Not Eligible: Customer entered wrong smart card number
- Not Eligible: Subscription successfully activated
- Not Eligible: Customer changed mind after successful activation
- Not Eligible: Poor signal or decoder issues not related to subscription
Request Window: Within 48 hours of transaction
Processing Time: 7-14 business days (requires service provider confirmation)
3.5 Exam PINs (WAEC, NECO, NABTEB)
Refund Eligibility:
- Eligible: Payment made but PIN not delivered within 1 hour
- Eligible: PIN provided is invalid or already used (verified by exam body)
- Eligible: Wrong exam type PIN delivered due to system error
- Not Eligible: Customer selected wrong exam type
- Not Eligible: PIN successfully delivered and valid
- Not Eligible: Customer lost or misplaced PIN details
- Not Eligible: Customer entered wrong information during registration
Request Window: Within 72 hours of transaction
Processing Time: 10-14 business days (requires exam board verification)
⚠️ Important Notice: Exam PINs are time-sensitive products. Refund requests
made after the examination registration deadline may not be honored.
4. Refund Eligibility Criteria
4.1 Valid Reasons for Refund
| Scenario |
Refund Status |
Required Evidence |
| Service not delivered after successful payment |
Eligible |
Transaction receipt, account statement |
| Duplicate transaction (system error) |
Eligible |
Bank statement showing multiple debits |
| Wrong amount charged |
Eligible |
Transaction details, bank statement |
| Service provider confirmed non-delivery |
Eligible |
Service provider's confirmation |
| Unauthorized/fraudulent transaction |
Eligible |
Police report, bank dispute evidence |
| System malfunction during transaction |
Eligible |
Error screenshots, transaction logs |
4.2 Documentation Requirements
To process your refund request, you must provide:
📄 Transaction Proof
- Transaction reference number
- Payment receipt or confirmation
- Date and time of transaction
- Amount charged
🏦 Bank Documentation
- Bank statement showing debit
- Account details for refund
- Account holder name verification
📸 Supporting Evidence
- Screenshots of errors (if applicable)
- Service delivery confirmation (or lack thereof)
- Communication with support team
👤 Identity Verification
- Account holder information
- Registered email address
- Valid ID (for disputes)
5. Non-Refundable Transactions
🚫 The Following Are NOT Eligible for Refunds:
5.1 User Error
- Wrong Number Entry: Customer enters incorrect phone number, meter number, or smart card number
- Wrong Service Selection: Customer selects wrong data plan, cable package, or service provider
- Wrong Amount Selection: Customer chooses wrong denomination or package intentionally
- Incorrect Recipient: Service successfully delivered to the number/account provided by customer
5.2 Successfully Delivered Services
- Airtime successfully credited to the specified phone number
- Data bundle successfully activated on the specified number
- Electricity token successfully generated and valid
- Cable TV subscription successfully activated
- Exam PIN successfully generated and valid
- Service confirmed as delivered by the service provider
5.3 Change of Mind
- Customer no longer wants the service after successful delivery
- Customer found a better price elsewhere
- Customer made accidental purchase but service was delivered
- Customer's personal circumstances changed
5.4 Third-Party Issues
- Network connectivity problems on customer's device
- Customer's phone is faulty or incompatible
- Customer's meter or decoder is faulty
- Service provider's network coverage issues in customer's location
- Customer's account suspended by service provider for other reasons
5.5 Delayed Requests
- Refund requests submitted after the specified timeframe for each service
- Requests made without proper documentation or evidence
- Multiple refund requests for the same transaction
⚠️ Important: If you enter incorrect information (wrong number, wrong meter, etc.),
the transaction cannot be reversed as the service would have been delivered to the details you provided.
Please always double-check your information before confirming any transaction.
6. How to Request a Refund
6.1 Refund Request Steps
Step 1: Gather Documentation
Collect all necessary documents including transaction receipt, bank statement,
and any error screenshots or evidence of service non-delivery.
Step 2: Contact Support
Submit a refund request through one of our official channels:
- Email: refunds@honeysub.com.ng or support@honeysub.com.ng
- Customer support portal on our website
- In-app support chat (if using mobile app)
Step 3: Provide Required Information
Include the following in your refund request:
- Full name and account email
- Transaction reference number
- Date and time of transaction
- Service type and amount paid
- Detailed description of the issue
- Supporting documents (attachments)
- Preferred refund method
Step 4: Receive Acknowledgment
You will receive an email acknowledgment within 24 hours confirming receipt
of your refund request and a ticket number for tracking.
Step 5: Investigation & Verification
Our team will investigate your claim, verify with service providers if necessary,
and review all provided documentation.
Step 6: Decision Notification
You will be notified of the decision (approved or denied) via email with
detailed reasoning.
Step 7: Refund Processing (If Approved)
If approved, the refund will be processed according to the timeline specified
for your service type and refund method.
6.2 Email Template for Refund Request
Subject: Refund Request - [Transaction Reference Number]
Dear Honeysub Support Team,
I am writing to request a refund for the following transaction:
- Transaction Reference: [Reference Number]
- Date & Time: [DD/MM/YYYY, HH:MM]
- Service Type: [Airtime/Data/Electricity/Cable/Exam PIN]
- Amount Paid: ₦[Amount]
- Account Email: [Your Email]
Reason for Refund:
[Detailed explanation of why you're requesting a refund]
I have attached the following supporting documents:
Thank you for your assistance.
Best regards,
[Your Name]
7. Refund Processing Timeline
7.1 Standard Processing Times
| Service Type |
Investigation Period |
Refund Processing |
Total Timeline |
| Airtime Top-Up |
1-3 business days |
2-3 business days |
3-6 business days |
| Data Subscription |
2-5 business days |
2-3 business days |
4-8 business days |
| Electricity Bills |
3-7 business days |
3-5 business days |
6-12 business days |
| Cable TV Subscriptions |
5-10 business days |
3-5 business days |
8-15 business days |
| Exam PINs |
7-12 business days |
3-5 business days |
10-17 business days |
7.2 Factors Affecting Processing Time
📋 Documentation Completeness
Complete and accurate documentation speeds up the verification process
🔍 Verification Requirements
Some cases require third-party verification from service providers, which may extend timelines
📅 Business Days
Processing occurs only on business days (Monday-Friday), excluding public holidays
🏦 Banking Hours
Refunds to bank accounts depend on inter-bank transfer processing times
⚠️ Please Note: The timelines provided are estimates. Complex cases requiring
extensive investigation or third-party verification may take longer. We will keep you updated
throughout the process.
8. Payment Reversal Methods
8.1 Available Refund Methods
💳 Original Payment Method (Recommended)
Refunds are typically processed back to the original payment method used for the transaction.
- Card Payments: Refunded to the same card (3-10 business days depending on your bank)
- Bank Transfer: Refunded to the source account (2-5 business days)
- USSD/Bank Codes: Refunded to the linked account (2-5 business days)
💰 Honeysub Wallet Credit
For faster processing, refunds can be credited to your Honeysub wallet balance.
- Processing Time: Instant to 24 hours after approval
- Usage: Can be used for future transactions on the platform
- Withdrawal: Wallet balance can be withdrawn to your bank account
🏦 Bank Account Transfer
Alternative bank account (if original payment method is unavailable).
- Requirement: Account must be in the same name as registered Honeysub account
- Verification: May require additional identity verification
- Processing Time: 3-7 business days
8.2 Refund Amount
| Scenario |
Refund Amount |
Notes |
| Full Service Non-Delivery |
100% of transaction amount |
Full refund including any fees |
| Partial Service Delivery |
Pro-rated amount |
Based on service received |
| Duplicate Transaction |
100% of duplicate charge |
Original transaction retained |
| Overcharge |
Difference amount only |
Excess amount refunded |
💡 Pro Tip: Choosing wallet credit refund option typically results in faster
processing (within 24-48 hours) compared to bank refunds which depend on inter-bank processing times.
9. Failed or Duplicate Transactions
9.1 Failed Transactions
Automatic Reversal
If your payment fails and you are debited, most failed transactions are automatically
reversed by Paystack (our payment processor) within 24-48 hours. The refund will be
credited back to your original payment method.
9.2 What to Do If Automatic Reversal Doesn't Occur
- Wait for 72 hours (3 business days) from the transaction time
- Check your bank statement or card statement for any pending reversals
- If no reversal after 72 hours, contact our support team with:
- Transaction reference number
- Bank statement showing the debit
- Screenshot of failed transaction notification
- We will escalate to Paystack for immediate investigation
9.3 Duplicate Transactions
Causes of duplicate transactions:
- Multiple clicks on payment button
- Network timeout causing payment retry
- System glitch during payment processing
- Browser refresh during transaction
Resolution for duplicate transactions:
Immediate Action
Contact support immediately if you notice duplicate charges on your account
Provide Evidence
Submit bank statement showing multiple debits for the same transaction reference
Verification
Our team verifies the duplicate transaction in our system (typically within 24 hours)
Refund Processing
Duplicate amount is refunded within 3-5 business days once verified
⚠️ Prevention Tips:
- Click the payment button only once
- Don't refresh the page during transaction processing
- Wait for transaction confirmation before making another payment
- Check your email for payment confirmation before retrying
10. Chargebacks and Disputes
10.1 Chargeback Policy
A chargeback occurs when you dispute a transaction directly with your bank or card issuer
instead of contacting us first. We strongly discourage this practice as it can delay resolution
and may result in account suspension.
⚠️ Important Warning About Chargebacks
- Chargebacks can take 30-90 days to resolve
- Your Honeysub account may be suspended during chargeback investigation
- Unjustified chargebacks may result in permanent account closure
- Chargeback fees may be charged to your account
- Contact us first for faster resolution
10.2 Proper Dispute Resolution Process
✅ Recommended Approach:
- Contact Honeysub First: Reach out to our support team before initiating a bank dispute
- Provide Details: Share all relevant transaction information and evidence
- Allow Investigation: Give us reasonable time to investigate (as per service timelines)
- Accept Resolution: Most issues are resolved quickly through our refund process
10.3 When Chargebacks Are Justified
You may proceed with a chargeback if:
- You made a fraud report and we failed to respond within 14 days
- We denied your legitimate refund request without proper justification
- We failed to process an approved refund within the stated timeline
- Your account was compromised and unauthorized transactions occurred
10.4 Fraudulent Transaction Reports
If you suspect fraudulent activity on your account:
- Immediate Action: Contact us immediately at support@honeysub.com.ng
- Change Password: Reset your account password immediately
- File Police Report: Report to your local police and obtain a report number
- Bank Notification: Inform your bank about the fraudulent transaction
- Submit Evidence: Provide police report and bank dispute documents to us
📞 Fraud Hotline: For urgent fraud-related issues, email us at
fraud@honeysub.com.ng with subject line "URGENT: Fraudulent Transaction - [Your Account Email]"
11. Special Cases and Exceptions
11.1 Service Provider Downtime
If a service provider (network operator, DISCO, cable company, exam board) experiences
extended downtime affecting service delivery:
- We will notify affected customers via email and SMS
- Transactions may be held pending until service is restored
- Automatic refund if service cannot be delivered within 48 hours
- Option to convert to wallet credit for immediate use
11.2 System Maintenance
During scheduled maintenance, if transactions are affected:
- Prior notice will be given before maintenance windows
- Failed transactions during maintenance will be auto-refunded
- Emergency maintenance incidents will be communicated promptly
11.3 Promotional Offers and Discounts
Refund Policy for Discounted Transactions:
- Refunds for discounted purchases will be processed at the discounted amount paid
- Promotional bonuses (extra data, airtime, etc.) cannot be refunded separately
- If a refund is processed, any bonus credits will be revoked
11.4 API/Reseller Accounts
For bulk purchasers and API integrators:
- Separate refund terms may apply as per reseller agreement
- Bulk transaction refunds require additional verification
- Contact your dedicated account manager for refund requests
- API-related failed transactions follow standard automated reversal
11.5 Exceptional Circumstances
In rare cases involving exceptional circumstances (natural disasters, national emergencies,
force majeure events), standard refund timelines may be extended. We will communicate any
such situations promptly to affected customers.
Additional Information
Updates to This Policy
We reserve the right to update this Refund Policy at any time. Changes will be effective
immediately upon posting on our website. Continued use of our services after changes
constitutes acceptance of the updated policy.
Legal Compliance
This Refund Policy complies with:
- Consumer Protection Council (CPC) of Nigeria regulations
- Central Bank of Nigeria (CBN) guidelines on electronic payments
- Nigeria Data Protection Regulation (NDPR) requirements
- Paystack payment processing standards
Dispute Resolution
If you are not satisfied with our refund decision, you may:
- Request a review of the decision by escalating to our management team
- Provide additional evidence that may have been overlooked
- Seek mediation through recognized consumer protection agencies
- Exercise your legal rights under Nigerian consumer protection laws
✅ Acknowledgment
By using Honeysub's services, you acknowledge that you have read, understood, and
agree to be bound by this Refund Policy.
We recommend saving or printing this policy for your records. For any questions or
clarifications regarding refunds, please don't hesitate to contact our support team.
Thank you for choosing Honeysub for your bill payment needs. We are committed to
providing you with excellent service and fair treatment.