Refund Policy
Effective date: May 1, 2026
1. Overview
At Gigly, we are committed to fair and transparent refund practices. We understand that technical issues can occur, and we want every transaction to be smooth. This policy outlines the circumstances under which refunds are granted and the process for requesting them.
2. Eligible Refunds
You are eligible for a refund in the following situations:
Undelivered Data
Data was not delivered within 30 minutes of a successful payment and wallet debit.
Platform Error — Wrong Number
The wrong number was recharged due to a confirmed platform error (not user input error).
Duplicate Charges
Your wallet was charged more than once for the same transaction.
Failed Transactions
Your wallet was debited but the transaction shows as failed in our system and no service was delivered.
3. Non-Eligible Refunds
Refunds will NOT be granted in the following situations:
User Input Error
You entered the wrong phone number or selected the wrong network.
Successful Delivery Dispute
Data was delivered successfully but you claim otherwise without network confirmation of non-delivery.
Change of Mind
You changed your mind after the service was successfully delivered.
Network Issues
Data was delivered but you experienced poor network quality from the telecom operator.
4. Refund Process
To request a refund, you can reach us through any of the following channels:
- In-App: Go to Transaction History → Select the transaction → Tap "Report an Issue"
- WhatsApp: Message our support team at our WhatsApp number
- Email: Send your request to refunds@gigly.ng
Required information for your refund request:
- Transaction reference number
- Date and time of the transaction
- Amount debited from wallet
- Phone number the service was for
- Description of the issue
5. Processing Timeframe
- Review Period: Refund requests are reviewed within 1 business day.
- Processing Time: Approved refunds are processed within 1-3 business days.
- Refund Method: All refunds are credited back to your Gigly wallet balance.
- Notification: You will receive an in-app notification and email confirmation when your refund is processed.
6. Escalation
If your refund request is denied and you believe the decision is incorrect, you may escalate by emailing refunds@gigly.ngwith subject line "REFUND ESCALATION — [Your Transaction Reference]". Escalation requests are reviewed by a senior team member within 2 business days.