Refunds and Cancellations

Last updated: 31 October 2026

1. Before you pay

Nothing is charged until you confirm and pay. Until then you can stop at any point, simply by not paying. A checkout that isn't paid within 24 hours is cancelled automatically.

2. If we can't deliver what you paid for

If your payment went through but we can't complete the purchase (the electricity token, airtime or data can't be issued, or the payment can't be made to the municipality or traffic authority), you get a full refund, including our service fee. We tell you in the same WhatsApp chat, and message you again once the refund has been made. You don't need to ask for it.

3. If delivery is taking longer than usual

Sometimes a provider is slow to answer. If that happens, we tell you that your payment is safe and that we're checking. We don't simply try again, because the provider may already have issued your token, and trying again could buy it twice. A person checks with the provider and then either completes the delivery or refunds you in full.

4. Payments held for a security check

To protect customers from fraud, a few payments are held for a short check before anything is delivered. If we decide not to go ahead, nothing is delivered and you get a full refund, including our service fee.

5. If you're charged twice

If you're charged twice for the same purchase, contact us with the date and the amount. Once we've confirmed it with the payment provider, we refund the duplicate in full.

6. After delivery

Prepaid electricity tokens, airtime and data are issued to the meter or number you gave us and can be used straight away, and payments for fines and municipal accounts are paid over to the authority. Once that has happened we can't take them back, so a completed purchase can't be cancelled or refunded. This doesn't limit any right you have under the Consumer Protection Act or any other law.

7. If you entered the wrong details

If a payment went to the wrong meter, number or account because of details you entered, we can't reverse it ourselves (see "Accuracy of information" in our Terms of Service). Contact us and we'll give you the transaction details and help you ask the provider whether it can be reversed. Whether it can is the provider's decision.

8. How refunds are paid

We never hold your money. Your payment goes through a licensed payment provider, and a refund goes back the same way, to the card or account you paid with. If you paid with your own Buy Now Pay Later account, the refund goes to that provider, which then cancels or reduces your instalments for that purchase under its own terms. How long the money takes to reach you depends on your bank or provider.

We will never ask for your PIN, password or card details to refund you. Anyone who does is not us.

9. How to ask for a refund

Reply in the same WhatsApp chat, use the Contact page, or email [email protected]. Tell us the date, the amount and what you paid for.

10. If you're not happy with the outcome

Email [email protected] with "Complaint" in the subject and we'll review your case. If we can't resolve it, you can complain to the National Consumer Commission. A complaint about your instalments or the credit itself goes to your Buy Now Pay Later provider, which is responsible for them.