jetazap01General Principles
Most jetazap services are digital and delivered instantly or within minutes. Once an order has started processing or been delivered, it generally cannot be cancelled. Refunds are provided where we fail to deliver or deliver materially less than ordered, as set out below.
02Cancellation
- You may request cancellation before an order starts processing. Contact support with your order ID straight away.
- Orders that have started, or that were delivered instantly, cannot be cancelled.
- We may cancel an order ourselves if a service becomes unavailable, if the details are invalid or if we suspect fraud, and we will refund you where payment was taken.
03Refund Eligibility by Service
| Service | Refund or remedy |
|---|---|
| Social growth services | Full refund if processing does not start within 48 hours, or if less than 80 percent of the quantity is delivered. Refill within 30 days if the count drops on eligible follower and like services. |
| Airtime and data | Refund or re-delivery if the transaction fails or is not credited. Not refundable once credited, including to a wrong number. |
| Electricity and cable TV | Refund or re-vend if the payment succeeds but the token or subscription is not delivered. Wrong meter or smartcard numbers are not refundable once delivered. |
| Education pins | Replacement or refund if a pin is invalid when first used. Used pins are not refundable. |
| Virtual numbers | Automatic refund if no code is received within the validity window. No refund once a code has been delivered. |
| Digital products and subscriptions | Replacement or refund if credentials do not work and we cannot fix the problem. Not refundable once successfully used. |
| Bulk SMS | Credit for messages that fail to send. Delivered messages are not refundable. |
| JetAI coins | Unused coins are refundable on request within 7 days of purchase if no generation was made. Coins used on completed generations are not refundable. |
| Virtual dollar card | Creation and service fees are not refundable once the card is issued. Unused card balance can be moved back to your wallet. Failed merchant payments are returned by the merchant under the card network rules. |
If a service is refunded, we aim for the refund to follow the rules in the Customer Funds Management Policy.
04Non-Refundable Cases
- Wrong link, username, phone number, meter number or smartcard number provided by you.
- Change of mind after an order has started or has been delivered.
- Drops caused by you removing content, changing your username, or by platform actions after delivery, outside the refill period.
- Orders affected by a violation of a platform's terms or our Acceptable Use Policy.
- Losses caused by third-party platforms, networks or utilities outside our control.
05How to Request a Refund
- Contact support at the email below with your account email and order ID or transaction reference.
- Briefly explain the problem and attach a screenshot where helpful.
- We review the request and tell you the outcome, usually within 2 business days.
- Approved refunds are returned to your jetazap wallet, or to the original payment method where we are able to do so.
Contact: support@usejeta.com.ng.
06Refund Timing
Wallet refunds are normally instant once approved. Refunds to a bank account or card can take 5 to 7 business days, depending on your bank and our payment partner.
07Chargebacks and Disputes
Please contact us before raising a dispute with your bank or card issuer so that we can resolve the problem quickly. Opening a chargeback for an order that was delivered may lead to account restriction and recovery of the amount.
Questions about this policy?
Our team is available 24/7. Email support@usejeta.com.ng and we will respond as soon as we can.