Refund Policy

Every package is billed in advance for a fixed period of 30 days. Once your package is activated and the service is live, the amount paid for that period is non-refundable in full or in part.

This applies whether or not you use the connection. We cannot refund unused days, and we do not carry unused days over to the next month.

The one-time installation charge covers the site visit, cable run, splicing and configuration work carried out by our technician. Once that work has been performed the charge is non-refundable, even if you later cancel the service.

If installation cannot be completed because coverage is not available at your address, and no work has been carried out, the installation charge is returned in full.

A modem or charger purchased from us is your property. Hardware charges are non-refundable once the item has been handed over and installed.

Faulty hardware is handled under the manufacturer's warranty, where one applies. A replacement or repair is offered instead of a refund. Physical damage, water damage, burnt units and damage from electrical surges are not covered.

Fiber is a physical cable. It can be cut by road works, construction, farming activity, storms, tree falls, theft or third parties on the route between our core and your village. When that happens we dispatch a team and restore service as quickly as we can, at our own cost for the shared route.

An interruption of this kind does not entitle you to a refund, a partial refund or an extension of your billing period. Our uptime figures are a service target and not a contractual guarantee.

If a cut or fault is caused by you, someone at your premises, or work you have commissioned, the repair is chargeable and will be quoted before we carry it out.

We are not responsible for interruptions caused by events beyond our reasonable control, and no refund is due for time lost to them.

• Load shedding or a power failure at your premises or at our equipment sites
• An outage or capacity restriction at our upstream provider or on our licensed network
• Regulatory action, a lawful shutdown order or a country-level restriction
• Flood, storm, fire, earthquake, civil unrest or other force majeure
• Damage or theft of cable, poles or equipment by third parties

If your package expires and is not renewed, service is suspended. Suspension does not generate a refund of any earlier payment.

If we terminate your service because of a breach of our Acceptable Use Policy or Terms, no refund is due for the remainder of the period.

If you choose to stop the service mid-period, you may do so at any time, but the current period is not refunded.

We will return money in the following limited cases. This is the full list.

• A duplicate payment for the same package and period, caused by a payment being submitted twice
• An amount taken by the payment gateway where the corresponding package was never activated
• An installation charge where coverage was unavailable and no work was carried out
• An amount charged in error by us, where our own records confirm the mistake

Contact us on WhatsApp or by phone within 7 days of the payment, with your order reference, the mobile number used and the amount. Approved refunds are returned through the original payment method.

Refunds are processed within 7 to 14 working days of approval. The time taken by your bank or wallet provider to credit the amount is outside our control.