Taprap Money-Back Guarantee Policy

Taprap Money-Back Guarantee Policy

1. Scope of Policy

This Money-Back Guarantee Policy ("Policy") applies to all internet services and related subscriptions, including setup or installation fees, provided by Taprap Twireless, a division of Taprap Nigeria Limited.

2. Eligibility

Customers may request a refund under this policy if they meet the following criteria:

  • The request is made within 30 days of initial service activation or subscription renewal.

  • The reason for dissatisfaction is related to service performance, coverage, or installation issues not resolved within 7 business days after formal complaint.

  • The customer has complied with all Terms of Service, including proper equipment usage and protection.

3. Refundable Items

Eligible refunds may include the following:

Fee Type
Refund Eligibility
Subscription Fee
100% if service is non-functional or unsatisfactory due to Taprap’s fault and reported within 30 days.
Setup/Installation Fee
50% refundable if service cancellation is initiated by the customer within 7 days of setup and equipment is returned in good condition.
Device Purchase (e.g., CPE, Routers)
Non-refundable unless product is faulty on delivery and returned within 3 days.

4. Non-Refundable Situations

No refunds will be issued if:

  • Service issues are due to customer-side equipment damage, power surges, or tampering.

  • The request is submitted after 30 days of activation.

  • The complaint has already been resolved by Taprap to satisfaction.

  • Services were provided under special promotions or discounts marked as "non-refundable".

5. Refund Process

  • Customers must submit a written refund request via support@taprap.net or at the Taprap office.

  • All refund requests will be processed within 15–30 working days.

  • Refunds will be issued through the original payment method or bank transfer.

6. Equipment Return

Where applicable, equipment provided under this policy must be returned in working condition before a refund is approved. Damaged or unreturned equipment will attract a deduction equivalent to the replacement value.

7. Dispute Resolution

Taprap aims to resolve all complaints amicably. If disagreements arise, they will be handled in line with Taprap’s Dispute Resolution Procedure outlined in the Terms of Service

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