100% AUTOMATED REFUND GUARANTEE: If any VTU airtime, data bundle, electricity token, or cable TV purchase fails due to a network error, your TigerSub wallet is automatically credited back 100% of the transaction amount instantly.
1. Automated Real-Time Wallet Refunds
TigerSub operates an automated smart fallback engine. If a transaction fails at the telecom or biller gateway level:
- Your wallet balance is reversed immediately with zero deduction.
- An automated transaction status alert ("FAILED - REFUNDED") is logged in your account history.
- You do not need to contact customer support for failed orders that fail at gateway check.
2. Failed Airtime and Data Bundles
In rare instances where a telecom operator returns a "SUCCESS" signal but data/airtime delivery is delayed by network congestion:
- If the recipient phone number does not receive the value within 15 minutes, submit a support ticket via your dashboard.
- Our Smart Requery System will query the operator gateway. If confirmed unfulfilled, a 100% full refund is credited to your wallet within 1 hour.
3. Electricity Tokens and Cable TV Subscriptions
For electricity token bills (IKEDC, EKEDC, IBEDC, etc.) and Cable TV (DSTV, GOTV, Startimes):
- Token Generation: Purchased tokens are displayed instantly on your receipt screen and sent via SMS/Email.
- Biller Rejection: If a disco meter number is invalid or rejected by NERC gateways, funds are automatically refunded to your wallet.
4. Customer Error and Incorrect Phone Numbers
Please double-check all destination phone numbers, meter numbers, and smartcard numbers before confirming transactions.
- VTU transactions sent to a valid but incorrect number entered by the customer cannot be reversed or refunded once fulfilled by the telecom operator.
- If a purchase fails due to an invalid phone number format, the system will reject the request without debiting your wallet.
5. Automated Bank Account Funding Queries
For deposits made via Dedicated Virtual Account (Wema, Moniepoint, Sterling):
- Deposits are processed and credited within 30 seconds.
- If a bank transfer experiences interbank network delays (NIBSS network delay), funds are credited automatically as soon as the bank notification reaches our webhook engine.
- If your bank debited you but our system did not receive settlement, contact support with your NIBSS Session ID for manual trace.
6. Support Ticket and Dispute Timeline
We are dedicated to resolving all transaction inquiries swiftly:
- Support Ticket Response Time: Within 15 minutes (24/7).
- Manual Refund Resolution: Within 1 to 4 hours maximum.