Refund and Cancellation Policy for Yo-WiFi
Effective Date: 1st November, 2024
Content
- Introduction
- Scope
- Transaction Completion
- Refund Policy
- Cancellation Policy
- Customer Support
- Changes to the Policy
- Governing Law
- Acceptance of Terms
1. Introduction
This Refund and Cancellation Policy outlines the terms and conditions under which Yo-WiFi processes refunds and cancellations for transactions related to the purchase of data bundles, MiFi devices, routers, and other products via our platform.
2. Scope
This policy applies to all transactions conducted through the Yo-WiFi platform, including purchases made using payment methods such as Mastercard, Visa, and mobile money from providers like MTN and Airtel.
3. Transaction Completion
A transaction is considered complete when the customer successfully places an order or purchases a product and receives confirmation of the transaction via SMS or email.
- If a transaction fails due to errors within the payment platform or other technical failures, the terms outlined in this policy will apply.
4. Refund Policy
Eligibility for Refunds
Customers are eligible for a full refund if:
- The transaction was not completed due to a system error on the Yo-WiFi platform or payment processing failure.
- Payment was deducted from the customer’s account, but the product or service (e.g., data bundle, device) was not delivered.
Exclusions
Refunds will not be processed for transactions that:
- Are successfully completed as indicated by system confirmation.
- Are canceled by the customer after the confirmation of the order.
Refund Process
- Customers must notify Yo-WiFi within 7 days of the failed transaction by contacting our customer support team.
- Refund requests must include the following details:
- Transaction ID
- Date and time of the transaction
- Reason for the refund request
Timeline
Refunds will be processed within 10 business days of verifying the failed transaction.
5. Cancellation Policy
Cancellation Requests
- Cancellation requests must be submitted before the transaction is processed and confirmed.
- Once a transaction is confirmed, it cannot be canceled.
Notification of Cancellation
- Customers must contact Yo-WiFi customer support to request a cancellation before receiving confirmation of the order or transaction.
6. Customer Support
For inquiries or assistance regarding transactions, refunds, or cancellations, customers can reach us via:
- Phone: 188
- Email: support@yo-wifi.co.zm
7. Changes to the Policy
Yo-WiFi reserves the right to modify this policy at any time. Customers are encouraged to review this policy periodically to stay informed of any changes.
8. Governing Law
This policy is governed by and construed in accordance with the laws of Zambia.
9. Acceptance of Terms
By using our services, customers agree to comply with and be bound by this Refund and Cancellation Policy.