This policy explains how refund requests are submitted, verified and processed for NetFiber customers.
Customers who wish to request a refund must submit their request through NetFiber's official communication channels and provide valid proof of payment, including the transaction reference, payment date, amount paid and relevant bank details where required.
All refund requests are subject to payment verification and reconciliation. NetFiber may request additional information or documentation before approving a refund.
Once a refund request has been received, verified and approved, the refund will be processed within up to fourteen (14) days. The 14-day processing period is NetFiber's standard refund procedure and applies to all customers. Customers are therefore required to allow the full processing period for completion.
Where the amount paid is less than the applicable service fee, the customer may either:
Approved refunds will normally be made to the original payment account or another verified account belonging to the customer. NetFiber may require additional verification where necessary.
Duplicate payments and payments deducted from a customer's account but not successfully received by NetFiber will be investigated and handled following verification. Processing times for bank or payment-provider reversals may vary.
Where a service has already been activated or used, refund eligibility may be subject to the applicable service terms and the nature and extent of the service already provided.
Customers are responsible for confirming the applicable service fee before payment and retaining proof of payment. Where there is a discrepancy in the amount communicated or paid, NetFiber will review the matter and provide the applicable options.