Refund Policy
In effect from
This policy sets out when NetLink gives your money back, when you get extra time instead, and how to ask. It applies to every voucher, bought with or without an account.
On this page
The short version
- A voucher sale is final once the payment has gone through correctly, whether or not you have used the voucher.
- If you paid and got no code within 2 hours, you get the code or all your money back.
- If the WiFi is down for 6 hours or more while your voucher is running, you get the lost time back.
- Data you have used and time that has passed normally are not refunded.
- We decide within 3 working days and pay approved refunds within 5 working days after that.
This summary helps you find your way. The full text below is what applies.
1. When you get money back
A voucher is final once it is paid for and delivered, whether or not you have used it. Money comes back only when something went wrong on our side:
| What happened | What you get |
|---|---|
| You paid, and no code reached you within 2 hours | Your code, or a full refund if you would rather |
| You were charged twice for one order | The second charge refunded in full |
| We close a hostel for good while your voucher still has time left | A refund in proportion to the time you had left |
Check the hostel and plan before you pay. The checkout shows both, and a voucher cannot be moved to another hostel once it has been created on that hostel’s network.
2. Credits when the WiFi goes down
The WiFi controller records every access point going offline and coming back, so an outage is on record whether or not anyone reports it. When a hostel is offline for 6 hours or more in a row while your voucher is running, you are owed the lost time.
For a voucher of one day or less we give you a new voucher for the same plan. For a longer voucher we give you a new voucher for the time lost, rounded up to the next whole hour, with the same share of the plan’s data. A credit is time, not cash, unless the hostel is closed for good (see section 1).
Shorter drops, slow speeds when many people are online, and problems with your own device do not earn a credit.
You do not need to claim. We check every hostel every 5 minutes, and once an outage that qualifies is over and confirmed, the new voucher is emailed to the address you paid with. If you think we missed one, send us your voucher code and roughly when the WiFi went down.
Downtime we announced in advance for maintenance does not earn a credit. We show it on the hostel’s listing, with the time it ends, before it starts.
3. When there is no refund
We do not refund:
- a voucher you have not used, once the payment went through correctly
- a voucher bought for the wrong hostel or the wrong plan
- data you have used, or time that ran while the WiFi was working
- a voucher suspended for breaking our Terms of Service
- a voucher used by someone else because they had your code
A lost or deleted code is not a refund case: contact us with the email you paid with and we will send it again.
4. How to ask
Write to support@netlink.com.ng, or message us through our contact page, with:
- the email you paid with
- your voucher code, or the payment reference from your receipt
- what went wrong, and roughly when
We reply with a decision within 3 working days. An approved refund goes back the way you paid, within 5 working days of the decision. Your bank then takes its own time to show it, which we cannot speed up.
5. Your rights under consumer law
This policy adds to your rights under the Federal Competition and Consumer Protection Act 2018 and does not take any away. If you are unhappy with how we handled a refund, you can complain to the Federal Competition and Consumer Protection Commission at fccpc.gov.ng.