Skip to content

Refund Policy

Effective: October 2026•Version 2.4•Digital Goods Standard

Digital Bandwidth & Service Provisioning Notice

Starlork provides instantaneous, digital telecommunications bandwidth delivered over high-speed satellite access points. Due to the immediate delivery, digital nature, and automated activation of our internet passes, all purchases are subject to the terms set forth below.

1. General Rule: All Activated Sales Are Final

Because internet passes, data vouchers, and speed boosts are provisioned in real time immediately upon transaction authorization, all sales of activated passes are final and non-refundable.

  • Continuous Countdown: Once a time-based voucher (such as Orbit Flash, Solar Day Pass, Galaxy Pulse, or Cosmic Residence) is activated, its internal countdown timer runs continuously without pause until expiry. Starlork does not issue refunds or prorated credits for unused time, sleeping hours, device power-downs, or periods where the user was out of Wi-Fi range.
  • Unused Data Quotas: Data caps attached to passes do not roll over past the voucher expiry window and cannot be converted into cash refunds or wallet credits.

2. Unredeemed Vouchers (Purchased in Error)

If you accidentally purchased the wrong voucher plan or quantity and have NOT yet connected to the network or redeemed the voucher PIN:

  • You may request an exchange for an equivalent pass or submit a refund request within forty-eight (48) hours of the transaction timestamp.
  • Our support staff will verify our gateway database logs to confirm that the voucher code has zero logged sessions and zero megabytes consumed. Once confirmed, a voucher replacement or refund to your original Mobile Money wallet will be initiated.

3. Payment Gateway Errors & Failed Provisioning

Occasionally, transient mobile network delays on MTN MoMo, Telecel Cash, or AT Money may cause a payment to debit your wallet while webhook delivery to our server experiences a timeout:

Instant Self-Service PIN Retrieval

Before filing a manual dispute, please visit our Self-Service Voucher Recovery Portal. Entering your MoMo transaction ID or Paystack/Hubtel reference will automatically retrieve your provisioned PIN in seconds.

Automated Reversals & Manual Support

If our gateway verifies that funds were successfully captured but no voucher was ever generated, we will either manually provision your requested pass immediately or authorize an automated reversal to your Mobile Money account within 24 to 72 business hours.

4. Major Service Disruptions & Network Outages

While Starlork maintains battery backup systems, automatic power cutover, and high-availability access points, satellite operations may be affected by extreme force majeure conditions or upstream provider maintenance:

  • Outages Over 12 Consecutive Hours: In the rare event that a catastrophic hardware failure or total satellite blackout prevents connectivity for longer than twelve (12) consecutive hours, all currently active, paid passes will be extended by the exact duration of the documented downtime.
  • Localized Device Issues: Starlork is not responsible for connectivity issues arising from individual user hardware malfunctions, outdated operating systems, device Wi-Fi antenna damage, or localized interference inside private rooms. Such localized issues do not qualify for cash refunds.

5. Borrow Now Pass Repayments

When you settle an outstanding Borrow Now pass during top-up or checkout, you are clearing a previously incurred credit debt for data already provisioned to your device. Repayments of Borrow Now balances are strictly final and non-refundable under all circumstances.

6. Self-Serve Advertising Campaigns

Our refund rules for self-serve advertisements (Promos) across the Starlork platform operate as follows:

  • Rejected Ad Submissions: If your submitted advertisement is rejected by our moderation team prior to publication, you will receive a 100% full refund to your original payment method, or an immediate account credit to submit an updated creative.
  • Approved & Active Ads: Once an advertisement has been approved and published to the live network, payments are non-refundable. We do not issue refunds for underperforming campaigns, low click-through rates, or campaigns deleted early by the advertiser.
  • Violations of Community Guidelines: If an active ad is removed post-publication due to intellectual property infringement, deceptive practices, or community fraud reports, no refund will be provided.

7. Banned Hardware & Policy Violations

If your device or account is suspended or permanently blacklisted from the Starlork network for violating our Acceptable Use Policy (such as illegal torrenting, network hacking, bandwidth reselling, or MAC address cloning), you immediately forfeit all remaining pass duration and balances with zero entitlement to a refund.

8. How to Request a Refund or Report a Billing Issue

To submit a formal refund or billing inquiry, please follow these steps:

  1. Locate your Mobile Money transaction SMS or bank receipt containing your payment reference ID.
  2. Note your registered email address and the device MAC address used.
  3. Contact our 24/7 support & billing desk via email at support@starlork.com, Telegram @starlork1, or WhatsApp.

Legitimate billing discrepancies are reviewed and resolved within one to three (1–3) business days.