Effective Date: 23 July 2026
Last Updated: 23 July 2026
Version: 1.0
At Ebistarz Services, we value your satisfaction and stand behind the quality of our community WiFi and phone charging services. This Refund Policy outlines the terms under which we issue refunds for our products and services.
By making a purchase on our website, at our stand, or via Paystack, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
1 Eligibility for Refunds
We issue refunds only in the following cases. Please read carefully to understand what is and is not covered.
✅ Full Refund (100%) — Eligible Scenarios
- Service not activated within 2 hours of confirmed payment
- Duplicate payment (customer charged twice for the same purchase)
- Continuous network outage exceeding 6 hours on the day of purchase
- Unauthorized transaction (fraudulent use of card — subject to Paystack investigation)
🔵 Partial Refund — Eligible Scenarios
- Customer requests cancellation (Monthly plans only): Pro-rated refund for unused days
- Speed consistently below 10 Mbps for more than 2 consecutive hours (one-time compensation or credit)
❌ No Refund — Ineligible Scenarios
- Service has been used (customer logged in and browsed)
- Customer changed their mind after purchase
- Customer forgot their login credentials (we reset these for free on request)
- Customer's device is incompatible with WiFi connection
- Customer's device is outside coverage area
- Customer purchased the wrong plan (we can upgrade or downgrade instead)
- Customer used the full data allocation / term of their plan
2 Phone Charging Service Refunds
Our phone and power bank charging services have their own refund conditions, separate from WiFi plans.
✅ Eligible for Refund
- Charging service not delivered (device did not charge due to our equipment failure)
- Device damaged during charging (subject to investigation)
❌ Not Eligible for Refund
- Customer's device has pre-existing damage (we note device condition when receiving it)
- Customer's battery is old or degraded (we cannot improve battery health)
- Customer changed their mind after charging began
- Customer's device was charged but they claim it wasn't (we maintain paper logs, CCTV monitoring and charging timestamps)
3 How to Request a Refund
To request a refund, please follow these simple steps. Providing complete information helps us resolve your request faster.
1
Contact our support team via:
2
Provide the following information:
- Full Name (as used during registration/payment)
- Phone Number (used for registration)
- Payment Reference / Receipt Number
- Plan/Product Purchased (Daily / Weekly / Monthly / Charging)
- Reason for Refund (explain in detail)
- Screenshot of payment confirmation
3
Our team will:
- Verify the transaction within 24–48 hours
- Investigate the issue (check login logs, network uptime records, payment records)
- Approve or deny the refund based on this policy
- Communicate the decision to you via WhatsApp or email
4 Refund Processing Timeline
We work as quickly as possible to process refunds. Below is the typical timeline you can expect:
| Refund Stage | Processing Time |
|---|
| Refund Request Received & Acknowledged | Within 24–48 hours |
| Refund Approved / Denied | Within 24–48 hours of receipt |
| Refund Processed via Paystack | 2–5 business days after approval |
| Refund Reflected in Your Account | Up to 10 business days (bank dependent) |
5 Method of Refund
- All refunds are processed via Paystack and credited back to the original payment method (card, bank account, or USSD source)
- We do not issue cash refunds
- We do not issue direct bank transfers as refunds
- We do not offer store credits in place of refunds (unless specifically agreed with management)
6 Refund Calculation for Monthly Plans
Monthly plans cost ₦10,000 for 30 days. When we approve a pro-rated refund for a monthly plan, we calculate it as follows:
- Daily rate = ₦10,000 ÷ 30 = ₦333.33 / day
- Refund amount = ₦10,000 – (₦333.33 × number of days used)
📊 Worked Example
A customer cancels their monthly plan after 5 days of usage:
Days used5 days
Daily rate₦333.33
Used value (5 × ₦333.33)₦1,666.65
Refund amount₦8,333.35
7 Subscription Cancellations (Recurring Plans)
For customers on recurring monthly subscriptions, the following rules apply:
| Scenario | Refund Eligibility |
|---|
| Cancel before next billing cycle | ✅ No charge for next cycle; no refund needed |
| Cancel during current cycle | ❌ No refund for current active cycle (service already delivered) |
| Cancel and request refund for unused days | ✅ Pro-rated refund for unused days (Monthly plans only) |
How to Cancel Your Subscription
- Contact us via WhatsApp or email
- Confirm your identity (phone number / username)
- We will cancel your subscription immediately
- All future charges will stop
8 Chargeback Policy
If a customer initiates a chargeback (payment reversal) with their bank without first contacting us, we take the following approach:
- We will investigate the transaction thoroughly
- If the chargeback is valid (genuine fraud), we will accept it and issue the refund through Paystack
- If the chargeback is fraudulent (i.e., the customer received the service but is disputing the charge), we will:
- Submit evidence to Paystack (login logs, usage records, WhatsApp messages, CCTV footage where applicable)
- Contest the chargeback formally
- Permanently terminate the customer's account
- Block the customer from future purchases on our platform
⚠️ Warning: Fraudulent chargebacks damage our small business and harm our ability to serve the community. We reserve the right to take legal action for the recovery of funds and any associated costs where a customer dishonestly disputes a valid charge.
9 Right to Refuse Refund
We reserve the right to refuse a refund if:
- The customer has a history of repeated refund requests that suggest abuse of this policy
- We suspect fraudulent activity or deliberate abuse of this refund policy
- The customer violates our Terms of Service (e.g., sharing login credentials with third parties, reselling vouchers, attempting to resell our service to others)
10 Updates to This Policy
We may update this Refund Policy from time to time to reflect changes in our services, legal requirements, or operational needs.
- Changes will be posted on this page and communicated via WhatsApp broadcast or email where applicable
- Significant changes will be notified to active customers before implementation
- The "Last Updated" date at the top of this policy will always reflect the latest version
- Continued use of our services after a policy update constitutes acceptance of the updated terms
11 Contact Us
For all refund requests or questions about this policy, please reach out through any of the channels below. We aim to respond within 24 hours on weekdays.
📋 Policy Summary — Quick Reference
✅ REFUND IF:
Service not activated within 2 hours
Duplicate payment
Network outage > 6 hours
Unauthorized/fraudulent charge
❌ NO REFUND IF:
Service has been used (logged in)
Customer changed their mind
Forgot login (we reset it free)
Outside coverage area
📞 REQUEST VIA:
WhatsApp: 0803 794 4798
Email: starzservices7@gmail.com
Response within 24 hours
⏱️ TIMELINE:
Approval: 24–48 hours
Processing: 2–5 business days
In your account: up to 10 business days
📜
Acknowledgement: By completing a purchase on our website or at our location, customers confirm that they have read and agree to this Refund Policy. A checkbox confirming acceptance of this policy is presented on the payment page before any payment is processed.
