Refund & Cancellation Policy

1. Overview

At GB Plug ("gbplug.com"), we are committed to providing fast, reliable, and transparent automated data bundle delivery. Because data bundles are digital telecommunications products that deliver and activate electronically on your mobile number, our refund and cancellation policy is structured around carrier verification and fulfillment status.

2. Eligibility for a Refund

You are entitled to a full refund or an immediate automated re-dispatch under the following conditions:

• Failed Delivery / Carrier Error: Your payment was successfully deducted via Mobile Money or card, but the telecommunications network (MTN, Telecel, or AirtelTigo) rejected or failed to deliver the data bundle within 2 hours.
• Invalid or Unassigned Phone Number: If a non-existent or unassigned phone number was entered and the telecom supplier rejected the transaction without crediting any SIM.
• Duplicate Charges: In the rare event that your account is charged more than once for the same single order due to a network timeout, the duplicate charge will be refunded in full immediately.
• Prolonged Network Outage: If a telecom carrier experiences a prolonged service outage and cannot fulfill your queued bundle within 24 hours.

3. Non-Refundable Situations

Refunds cannot be issued under the following circumstances:

• Orders that have already been confirmed as "Delivered" by the telecommunications network carrier.
• Customer change of mind after the data bundle has already been dispatched and received on the SIM card.

4. Refund Processing Timeframe

When a refund is approved:

• Mobile Money (MTN MoMo, Telecel Cash, AT Money): Refunds are processed back to the original MoMo wallet within 24 to 48 business hours.
• Bank Cards (Visa / Mastercard): Refunds processed through Paystack will reflect in your account within 3 to 5 business days depending on your issuing bank.

5. How to Request a Refund or Report an Issue

If your data has not arrived or your order appears delayed:

1. First, check your live status on our Track Order Page using your 10-digit phone number or Order ID (e.g. FLX-XXXXX).
2. If the order failed or was not fulfilled, contact our 24/7 Support with:
   • Your recipient phone number
   • Order Reference or MoMo transaction ID
   • Approximate time of purchase