Consumer Code of Practice

This Code sets our service standards, support hours, complaints procedure, and your rights.

1) Service Description

• Hotspot access via account/voucher across designated SSIDs.
• Plans: daily, weekly, monthly unlimited surfing.
• Self-care via our portal; payments via Paystack.

2) Activation & Availability

• Service activates on first successful login (unless otherwise stated).
• Coverage/speeds vary with location, radio conditions, congestion, maintenance.

3) Billing & Refunds

• Prices in NGN; Paystack processes payments.
• Prepaid plans generally non-refundable once activated; reasonable remedies offered if we fail to deliver.

4) Quality of Service

• Best-effort Internet; we apply fair network management during congestion.
• Uptime monitored; restoration prioritized by severity and impact.

5) Acceptable Use

• No unlawful activity, network abuse, or sharing/resale of vouchers.
• Unless specified, one device at a time; tethering may be restricted.

6) Support & Complaints

• Hours: 8:00–20:00 WAT, Mon–Sat (best-effort for emergencies).
• Channels: support@netvelocity.ng, 0906 587 1086.
• Escalation: request supervisor if unresolved after 5 business days; regulatory escalation per Nigerian law.

7) Privacy & Data

We process personal data in line with NDPR. See our Privacy Policy.

8) Suspension/Termination

For breaches, fraud, non-payment, or security risks; with reasonable notice where practicable.

9) Governing Law

Federal Republic of Nigeria.