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Eligibility
Refund eligibility is determined by three primary factors: the type of product or service purchased, its activation or usage status at the time the refund is requested, and the time elapsed since the original purchase.
Product Type
Physical goods vs. digital services have different eligibility rules.
Activation Status
Once a SIM or service is activated, standard refund windows no longer apply.
Time Elapsed
Requests must be made within the applicable window from the date of purchase.
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Physical Products
Devices and accessories purchased from VodaServe Connect may be returned within 7 calendar days of the purchase date, subject to the following conditions:
- The item must be in its original, undamaged condition with all packaging intact.
- All accessories, manuals, and included items must be present.
- Proof of purchase (receipt or order confirmation) must be provided.
- Items will be inspected upon return — refunds are approved after verification of condition.
- Approved refunds are processed within 5 to 10 business days to the original payment method.
Items that show signs of use, physical damage, or are missing components may not qualify for a full refund and may be subject to a restocking fee or partial credit only.
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Digital Services
Digital products — including airtime top-ups, data bundles, and eSIM provisioning — have limited refund eligibility due to the nature of instant digital delivery.
Airtime and Data Bundles
Refunds may be considered if a recharge fails to reflect on the recipient account and the failure is confirmed by our carrier partner. Partially consumed bundles are not eligible for refund. Unspent airtime or data balance may be considered for credit in exceptional circumstances.
eSIM Provisioning
Once an eSIM profile has been successfully provisioned and downloaded to a device, it is considered delivered and is not eligible for refund. If provisioning fails due to a technical error on our end, a full refund or re-provisioning will be offered.
Request Window
Refund requests for digital services must be submitted within 24 hours of the transaction. Requests submitted after this window will generally not be considered except in cases of documented service failure.
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How to Request a Refund
To initiate a refund, please contact our support team using the details below. Have the following information ready to expedite your request:
Information Required
- Full name and contact number
- Order number or transaction reference
- Date of purchase
- Reason for the refund request
- Photos (for damaged or defective physical items)
Contact Channels
- Email: support@vodaserveconnect.com
- Phone: +234 800 000 0000
- Online contact form
Our team responds within 1 to 2 business days.
05
Exclusions
The following items and circumstances are not eligible for refunds under any circumstances:
- Activated SIM cards or eSIMs (once KYC is completed and the SIM is live).
- Airtime or data that has been partially or fully consumed.
- Physical items returned after 7 days from the purchase date.
- Items damaged by the customer through misuse, physical impact, or liquid exposure.
- Custom or special-order items procured specifically for a customer.
- Service fees, activation charges, and delivery fees.