1. If you are a WiFi customer
You are entitled to a fix or a refund if:
- you paid and your payment was confirmed, but you did not get access;
- you were charged more than once for the same plan;
- you were charged an amount different from the price shown to you;
- the service stopped working before you could use what you bought, for a reason that is not your fault.
The quickest fix is usually to get your access working. If that is not possible, we or the WiFi owner will refund you the amount that you paid for the access you did not get.
2. When a refund is not available
- You have already used the time or data you bought.
- Your access ended because you broke the rules in our Acceptable use policy.
- You changed your mind after the plan started.
- Speeds were slower than you hoped but you were able to connect. Speeds depend on the owner's connection and how many people are online.
3. How to ask
- Keep your payment confirmation message and the phone number you paid with.
- Tell the WiFi owner at the place where you used the WiFi, or contact us.
- Tell us the time, the amount and what happened.
We aim to reply within a few working days. Approved refunds are returned the same way you paid, usually to the same mobile money number. How long this takes depends on the mobile money operator or bank.
4. If you are a WiFi owner
- Cancelling: you can cancel at any time. Your service continues until the end of the month you have already paid for.
- Monthly fees: are paid in advance and are not refunded for the part of a month you did not use, unless the law requires it or we made a mistake.
- Our mistakes: if we charged you incorrectly, we will correct it or refund you.
- Refunds to your customers: if a customer is entitled to a refund because of a problem on your side, you are responsible for it, and we may take it from your balance.
- Your balance: when you cancel, you can withdraw what you are properly owed, subject to the checks in our Terms of service.
5. Paid the wrong number or the wrong amount?
Contact us as soon as you can with the details. We cannot always reverse a mobile money payment once it has gone through, but we will try to help, and we will tell you honestly what is possible.
6. Payment disputes
Please talk to us before you dispute a payment with your bank or mobile money operator. It is usually faster, and we can often solve it straight away. If a dispute is raised, we may pause the related access or balance while it is looked into.
Contact us
Questions about this page, or want to use any of the rights above? Reach us through our contact page. We read every message and reply in plain language.