This Refund Policy explains when you're entitled to a refund from Strenatech Nigeria Limited ("Strenatech", "we", "us"), how to request one, and how long it takes. It applies to installation fees, monthly subscription charges, and equipment charges billed through our website, customer portal or mobile app. It should be read alongside our Terms & Conditions.
If you're a new residential subscriber, you may cancel your subscription within 7 days of your service being activated and receive a full refund of any subscription fee already paid, provided you have not made substantial use of the service beyond a reasonable test of the connection. Installation fees are refundable in full during this period only if installation has not yet taken place; once an engineer has attended site and completed a physical install, the installation fee becomes non-refundable, as it covers labour and materials already incurred.
Subscriptions are billed monthly in advance. Because service is provisioned and made available to you for the full billing period once an invoice is paid, we do not provide partial refunds for a month simply because you used less data or connected fewer hours than expected — our plans are not usage-metered. If you cancel partway through a paid month, your service remains active until the end of that billing period; we don't refund the unused portion, but we also won't charge you again once you've cancelled.
If your line is down for reasons within our control — a network, equipment or fibre fault on our side — for more than 72 consecutive hours after you've reported it, you're entitled to a pro-rated credit or refund for the affected downtime, calculated from the date the fault was logged with our support team to the date service was restored. This does not apply to outages caused by events outside our reasonable control (see Section 6 of our Terms & Conditions), or faults on wiring, equipment or power at your premises that we do not own or maintain.
Router, ONT and other equipment supplied under a purchase (not lease) arrangement can be returned unopened and unused within 7 days of delivery for a full refund of the equipment charge. Once equipment has been installed or shows signs of use, it is no longer eligible for a refund but remains covered by the manufacturer's warranty for defects. Equipment supplied on a leased/rental basis as part of your subscription remains Strenatech's property throughout your subscription and is not subject to this section — see your subscription terms for return obligations on cancellation.
If you're charged in error — a duplicate payment, an incorrect amount, or a charge made after your subscription was already cancelled — report it to us and, once verified, we will refund the erroneous amount in full. We aim to identify and reverse duplicate auto-pay charges automatically, but you should still let us know if you spot one.
Raise a support ticket from your customer portal, email hello@strenatech.ng, or call +234 805 260 4663, with your subscriber number and a description of the charge. We'll confirm receipt within 2 business days and let you know the outcome within 5 business days of that.
Approved refunds are returned to the original payment method used — your card via Paystack or Flutterwave, or your bank account for a manual bank transfer payment — within 5–10 business days of approval, depending on your bank's processing time. We cannot redirect a refund to a different card or account for security reasons.
We may update this Refund Policy from time to time; the current version, with its "Last updated" date, always applies to charges billed after that date.
Questions about a specific charge or this policy: hello@strenatech.ng or +234 805 260 4663. Registered address: 16 Cobhams Street, Ajao Estate, Ikeja, Lagos, Nigeria.
