Terms of Service

Agreement to Terms

By creating an account, submitting a claim, or using any part of the RefundJet platform, you agree to these Terms of Service and our related consent framework.

Our Service Scope

RefundJet Nigeria Limited supports passengers to prepare, submit, and follow up eligible airline ticket refund and flight disruption compensation claims. We act as your authorised representative where you provide valid digital consent, including the Letter of Authorisation (LOA) consent at claim submission.

RefundJet is not an airline, travel agent, bank, or regulator. Airline claim eligibility, approval decisions, and payment timelines remain under the control of the airline and relevant authorities.

How Claim Payments Work

Eligible airline refunds or compensation are paid directly by the airline into the claimant's nominated bank account. RefundJet does not receive, hold, or intermediate those funds.

Service Fee and Direct Debit Mandate

RefundJet's standard service fee is 15% of the successfully recovered amount for ticket refund claims, and 25% of the successfully recovered amount for flight delay or cancellation compensation claims, unless a different rate is agreed. The fee is calculated on the gross amount recovered and is due only after a successful payout.

The 25% compensation fee covers any legal escalation that may be required, including panel-lawyer fees. RefundJet does not charge claimants separately for legal fees or require claimants to advance legal disbursements. The rate applicable to a claim is the rate in force when the claim is submitted.

The direct debit mandate is used only to collect the agreed service fee after the claimant has received payment. The mandate is not used to receive the airline payout itself.

A one-time ₦50 bank mandate authorization charge applies during setup, before the mandate becomes active. It is separate from the success-based service fee.

Letter of Authorisation (LOA)

By the generation of the LOA during claim submission, you authorise RefundJet Nigeria Limited to communicate and submit representations on your behalf to the airline, NCAA, FAAN, and other relevant authorities for your claim.

The LOA is generated on demand from your submitted claim details and your consent date.

User Responsibilities

You must provide accurate, complete, and lawful information and documentation.

RefundJet may pause, reject, or close any claim that appears false, incomplete, duplicated, abusive, or inconsistent with these Terms or applicable law.

Regulatory Position

RefundJet's operational model is aligned with Nigerian consumer protection principles, including the Nigerian Civil Aviation Regulations (Nig. CAR 2023), NCAA consumer protection framework, FAAN passenger charter requirements, and the Federal Competition and Consumer Protection Act (FCCPA).

For international journeys, claims may also engage Regulation (EC) No 261/2004 of the European Parliament and of the Council (EU261) — including its UK equivalent, UK261 — which establishes fixed compensation entitlements for denied boarding, long delays, and cancellations on flights departing from, or operated by EU/UK carriers arriving in, the EU and the United Kingdom.

Where applicable, the Montreal Convention 1999 (Convention for the Unification of Certain Rules for International Carriage by Air) governs international carriage by air and provides rights of recourse for delay, cancellation, and baggage-related losses on covered international routes. RefundJet assesses each claim against the regime that applies to the passenger's specific route and ticket, and pursues recovery under the framework that offers the strongest lawful entitlement.

Limitation of Liability

RefundJet is not liable for airline refusal decisions, airline processing delays, force majeure, banking outages, or indirect/consequential losses arising from factors outside RefundJet's direct control.

To the fullest extent permitted by law, our aggregate liability is limited to fees actually received by RefundJet for the specific claim in dispute.

Termination and Withdrawal

You may request withdrawal of your claim before completion. If substantial processing work has already been performed, RefundJet may apply reasonable administrative handling in line with applicable law and your accepted service terms.