Consumer Code of Practice

Last updated: 23 October 2026

About this Code

Draft for NCC approval. This is Version 3.1 of the Venix Partners Limited Individual Consumer Code of Practice, dated 15 September 2026 and submitted to the Nigerian Communications Commission for approval. Until the NCC approves it, the General Consumer Code of Practice in the Schedule to the Nigerian Communications (Consumer Code of Practice) Regulations 2024 applies to our services as the minimum standard. Once approved, we will publish the approved Code here and in the other places the Regulations require.

This Code sets out the consumer protection standards for the telecommunications enabled and value added services provided by Venix Partners Limited (Venix). It is prepared under sections 70 and 106 of the Nigerian Communications Act 2003 and regulations 3 and 4 of the Nigerian Communications (Consumer Code of Practice) Regulations 2024.

It applies to Venix, its employees, agents, authorised representatives, resellers and service partners to the extent that they take part in providing Venix services. Nothing in this Code or a service agreement limits a consumer right or remedy available under the law or an NCC direction. Where a service agreement gives the consumer greater protection, that protection applies.

Venix will comply with the 2024 Consumer Code of Practice Regulations, the applicable NCC Quality of Service Regulations and Business Rules, VAS rules and directions, the Nigeria Data Protection Act 2023 and other applicable Nigerian laws.

Definitions. Consumer means a person or organisation that subscribes to, buys, accesses or uses a Venix service. Service means a telecommunications enabled, value added, content, messaging, subscription, payment support or related digital service offered by Venix. Complaint means an expression of dissatisfaction about a service, charge, transaction, advertisement, privacy matter or customer support experience. Business day means a day other than Saturday, Sunday or a public holiday in Nigeria. Unless stated as business days, days in this Code are calendar days. A shorter period required by law, an NCC direction or a service agreement takes precedence over an internal target stated here.

1. Information for consumers

Venix provides complete, accurate and current service information in clear language through its website, product pages, subscription prompts, service agreements, customer care and consumer notices. Requests for service information are answered within 96 hours, free of charge.

Description of services. Subject to commercial availability and the necessary approvals, Venix services include Caller Ring Back Tunes and other mobile content delivered through licensed telecom channels; digital content and subscription platforms such as BingeBay; promotional gaming, fantasy and interactive services such as Turnaj, only where all required sector approvals are in place; enterprise and bulk messaging such as Mesaj; airtime, data, utility and bill payment services such as BillMagic and Venix Cloud; and other services permitted under our licence and the law. Before you subscribe, we explain what the service provides, how to access it, device and network requirements, eligibility rules and other material limits, together with any refund or service credit available where agreed service levels are not met.

Where a network operator, aggregator, content provider or payment processor is involved, Venix remains responsible for its obligations to you and coordinates the resolution with that partner. You can always contact Venix directly.

Service contracts. The terms for each service are available on our website or on request, in clear language. Minimum terms, automatic renewal, usage limits, cancellation conditions, refund restrictions and reconnection requirements are disclosed before you accept.

Pricing. Before you incur a charge, we disclose the rate, what it includes, how it is calculated, how often it applies, any taxes, when it may change and how you will be told. A tariff that needs NCC approval is not introduced before approval. No new service or price change is treated as accepted because you stayed silent.

Contract terms and termination. Each service contract states when it starts, how long it runs, how renewal works and how to stop it, how either side may end it and with what notice, any lawful early termination charge for fixed term business agreements, the conditions for suspension and reconnection, and how deposits, unused prepaid amounts and service credits are treated.

You may cancel a recurring VAS subscription at any time using the opt out instruction for that service, a self service facility or Venix customer care. We process a valid cancellation immediately, stop further renewal charges and send confirmation. There is no cancellation fee for a recurring VAS subscription. Charges wrongly applied after cancellation are reversed or refunded. Valid charges made before cancellation remain payable, subject to your right to dispute them.

Venix may suspend or end a service for fraud, unlawful use, material breach, non payment of an undisputed amount, a security risk or a lawful regulatory direction. Unless immediate action is needed, we give advance notice of the reason, the action, the date and, where the breach can be fixed, the steps and time allowed. On termination we reconcile the account and explain any amount payable or refundable. A refund or complaint is not refused simply because an account has closed.

Warranties and maintenance. Where Venix supplies equipment, software or access credentials, we disclose the warranty, maintenance, update and support arrangements. For digital services we explain material maintenance windows and known limits.

Faults and interruptions. You can report faults through our published support channels. We investigate and resolve them within NCC Quality of Service requirements or a better agreed service level, announce planned interruptions in advance where we reasonably can, and explain any compensation, refund or service credit due.

Subscribing. A subscription needs a clear action or confirmation from you using the approved method for that service. Before activation we state the service name, price, charging frequency, renewal terms, any trial conditions, how to access it and how to opt out. We maintain controls against unsolicited and unauthorised subscriptions and keep evidence of your consent.

2. Advertising and representation

Venix advertising is truthful, fair, accurate and not misleading, and complies with NCC requirements and the Advertising Regulatory Council of Nigeria Act 2022. Where NCC approval is required, we obtain it in writing at least 30 days before publication.

Availability. Advertisements state material geographic, network, device, eligibility, time or capacity limits. We do not advertise a service we cannot reasonably provide.

Packaged services. Where services are sold as a package, we make sure we can supply every component, state any restriction, show the minimum total price, separate one off charges from recurring ones, and give the conditions, expiry date and later price of any free or introductory part.

Internet connections. A Venix content subscription does not include internet access or a data allowance unless the offer says so. We state any required connection, device and separately payable data charge before you subscribe. Where we arrange internet access through a licensed provider, we name that provider and accurately describe speeds, data caps, fair use rules and other limits, and we never describe access as unlimited where an undisclosed restriction applies.

Disclaimers are clear, legible and placed beside the claim they qualify. They never contradict the main message or hide pricing, renewal or cancellation terms.

Telemarketing. Any marketing call or message from Venix or its representative identifies Venix and its purpose at the start, discloses the price before acceptance, respects Do Not Disturb and opt out choices, and gives a clear way to opt out.

3. Billing and charging

Venix keeps accurate, transparent, timely and verifiable billing records for invoices, statements, prepaid deductions, wallet transactions, subscription renewals and charges collected through a network or billing partner.

Bills and invoices show your name and account or number; our business name, address, registration number and billing contact; the bill number, date and period; each charge with its date, quantity and rate; the opening balance, payments, credits, refunds and taxes; the total due, due date and how to pay; and how to query or dispute a charge. A bill never hides a price change, penalty or new service inside a combined total.

Prepaid and carrier billed services. Each confirmation identifies the service, the number, the amount, the date and time, a reference and the payment status, with the access period and next renewal where relevant. Where a text message cannot hold the full detail, you can get the complete billing record free of charge.

Itemisation sufficient to check your charges is free. A reasonable charge may apply only for retrieving records older than 2 years, and only after you agree to it.

Timing. For postpaid or invoiced services, we issue a bill within 10 days after the end of each billing period. A delayed bill never shortens your time to pay. For prepaid and transaction services, the amount is shown before the deduction and a confirmation follows straight after.

Receipts. We confirm payments, purchases, subscriptions, refunds and reversals by text, email, dashboard, receipt or customer care, and you can always check that a payment was applied correctly.

Billing frequency is agreed before activation. Postpaid services are billed monthly unless another permitted period is agreed. We give at least 2 months' notice before changing a billing period, explain the transition and never charge the same day or transaction twice.

Non payment. Before restricting a service for a valid unpaid amount, we warn you with the amount, deadline and proposed action, and limit any action to the affected service where we can.

Prepaid services. Deductions, renewals, reversals, refunds and balances are recorded so they can be checked. Verified duplicate charges, overcharges and charges for failed delivery are corrected by refund, reversal or credit. Billing records are kept for at least 2 years.

4. Consumer obligations

A consumer who accepts a Venix service is bound by its lawful terms and is expected to give accurate information; protect passwords, one time codes, API credentials, devices and wallets; use the service lawfully and avoid fraud, spam, harassment, unlawful content, infringement and interference with systems; not resell a service unless permitted; cooperate reasonably with fault diagnosis and complaint investigation; and pay valid undisputed charges while promptly reporting unauthorised use or incorrect charges. These obligations do not reduce Venix's duty to provide fair treatment, accurate charges, secure services and accessible redress.

5. Protecting consumer information

Collection. Venix collects and uses consumer information fairly, lawfully and transparently, and only as far as needed for stated purposes such as service delivery, billing, support, security, fraud prevention and regulatory compliance.

Storage. We apply technical and organisational safeguards against unauthorised access, loss or misuse, keep information accurate, and retain it only as long as the purpose or the law requires. You may ask us to correct inaccurate information.

Sharing. We share consumer information only where data protection law allows, for example with networks, aggregators, payment processors, content providers, cloud vendors, advisers and regulators, and we require recipients to protect it. A personal data breach is assessed, contained, recorded and notified to affected people and regulators where required. Full details are in our Privacy Policy.

6. Complaint handling

Information. We publish clear information on how to make, track, escalate and refer a complaint. See our Complaints page.

Special needs. We give reasonable help to consumers who need it, including people with disabilities and elderly consumers. You may complain yourself or through an authorised representative, and we never require a form before accepting a complaint.

Making a complaint. You can complain by phone, email, letter, in person at our office or through any published Venix channel. Every complaint is recorded and given a unique reference number. A transfer inside Venix or to a partner does not restart the resolution period.

Acknowledgement. Phone and in person complaints are acknowledged when made. Written and electronic complaints are acknowledged within 24 hours, with the reference, a summary, the next step and the expected resolution time.

Resolution. We aim to resolve simple complaints at first contact. Otherwise we resolve within the period set by NCC Quality of Service Regulations, Business Rules and directions, or any better agreed period. Where no shorter period applies, our target for routine service and billing complaints is 5 business days. Urgent cancellations, fraud reports and charges needing faster action are handled within the shorter period.

Updates. If we cannot resolve a complaint within the stated period, we tell you before it ends, explain why and give a revised date, then update you at least every 5 business days.

Outcome. We explain our decision in clear language with any correction, refund, reversal, restoration or compensation, in writing where you ask or where a charge is disputed, and confirm when the remedy is complete.

Internal review. If you are not satisfied, ask for a review through the same channel, quoting your reference. A supervisor or the officer responsible for compliance, where practicable someone not involved in the first decision, will acknowledge within 24 hours and respond within 5 business days.

NCC referral. If you remain dissatisfied, or the resolution period has passed, you may refer the complaint to the NCC on its toll free consumer line 622 or another published NCC channel. If a complaint is still unresolved 60 days after it was first made, we will expressly remind you of this right. You do not have to wait 60 days where earlier referral is available.

Charges. Complaint handling is free. A reasonable charge may apply only for retrieving records older than 2 years, and only after you agree to it.

Disputed charges. We will not disconnect, suspend or pursue payment for a charge that is the subject of a genuine complaint while it is being investigated. Valid undisputed amounts remain payable.

Records and improvement. We keep a complaint register, analyse complaints to find recurring problems and fix their causes, announce any material change to our complaint process, and keep complaint records for at least 2 years after resolution, available to the NCC on lawful request.

Governance and review

Venix designates a responsible officer to administer this Code, train staff and representatives, monitor compliance, keep records and work with the NCC. We review the Code at least once a year and whenever the law, an NCC direction, our services or a complaint trend calls for it. Any amendment that needs NCC approval is submitted before it is implemented. A copy of this Code is available free on request.

Regulatory reference. Nigerian Communications (Consumer Code of Practice) Regulations 2024, S.I. No. 24 of 2024, published in the Federal Republic of Nigeria Official Gazette No. 129, Volume 111, 30 July 2024.

Contact

Questions about this page can be sent to hello@venixpartners.com or by post to Venix Partners Limited, 35 Yesufu Sanusi Street, Off Adeniran Ogunsanya, Surulere, Lagos, Nigeria.