1. General Principles
Help263 is committed to fair and transparent refund practices in accordance with the Botswana Consumer Protection Act and the terms of our payment gateway partners. This policy explains the circumstances under which refunds may be issued for purchases of virtual SIM services, data bundles and other products.
| Principle | Description |
|---|---|
| Fairness | All refund requests are evaluated on a fair and objective basis |
| Transparency | The refund process and criteria are clearly communicated |
| Timeliness | Refund requests are processed promptly |
| Compliance | Refunds are processed in accordance with applicable laws |
2. Consumer Rights Under Botswana Law
Under the Consumer Protection Act, consumers have the right to return goods to a supplier within six (6) months in their original state if the goods fail to satisfy quality requirements and standards. Where such goods are returned, the supplier is mandated to repair, replace, or refund the consumer the amount already paid. This policy applies to our virtual SIM services and associated products.
3. Eligible Refunds
| Scenario | Refund Eligibility | Conditions |
|---|---|---|
| Service Non-Activation | Full refund | If we are unable to activate your virtual SIM within a reasonable period after payment |
| Service Defect / Failure | Full or partial refund | If the service consistently fails to perform as described and we cannot resolve the issue |
| Duplicate Payment | Full refund | If you are charged twice for the same transaction due to a system error |
| Unused Data Bundle | Pro-rata refund | For corporate accounts, unused bundles at end of billing period (subject to plan terms) |
| Payment Processing Error | Full refund | For individual users charged in error (e.g. accidental top-up) |
| Billing Error | Corrective adjustment | If an error is made in calculating your charges |
4. Non-Refundable Items
Refunds are not available in the following circumstances:
- Used or partially consumed data bundles (individual prepaid users — service already delivered).
- Services actively used for more than 30 days (exceeds reasonable testing period).
- Refund requests made more than six (6) months after purchase.
- Promotional or discounted bundles sold at a reduced rate with clear terms.
- Where the customer fails to cooperate for activation.
- Voluntary cancellation where no service defect exists.
- Acts of God or force majeure events beyond our reasonable control.
5. Corporate Account Refunds
| Scenario | Treatment |
|---|---|
| Overpayments | Applied as credits to future invoices |
| Billing Errors | Corrected on the next invoice |
| Refund Requests | Must be submitted in writing with supporting documentation |
| Processing Time | Within 30 days of approval |
| Minimum Refund Amount | Refunds below the minimum may be processed as account credits |
6. Refund Method
Refunds are processed using the original form of payment:
| Original Payment Method | Refund Method |
|---|---|
| Credit / Debit Card | Refund to the same card (3–7 business days) |
| Mobile Money (e.g. MTN MoMo) | Refund to the same mobile money account (1–3 business days) |
| Bank Transfer (EFT) | Refund to the same bank account (3–5 business days) |
| Corporate Invoice | Credit adjustment on the next invoice |
| Third-Party Payment Platforms | Subject to the refund policies of the provider |
7. Refund Procedure
- Contact support — submit your refund request to info@help263.africa or via our mobile app.
- Provide information — full name and account details, transaction reference, date and amount, reason and supporting documents.
- Investigation — our team responds within 14 business days.
- Approval & processing — approved refunds are issued per the Refund Method above.
- Confirmation — you will receive confirmation once the refund has been issued.
8. Payment Gateway Provider Refunds
Where payments are processed through third-party providers (VodaPay, Techpay, MTN MoMo or other gateways), refunds may be subject to the refund policies of those providers. We will work with you to ensure a fair resolution within the provider's constraints.
9. Dispute Resolution
If you are unsatisfied with the outcome of your refund request, you may escalate to:
- Competition and Consumer Authority (CCA) — the regulatory body for consumer protection in Botswana.
- Information and Data Protection Commission (IDPC) — for complaints relating to data protection matters.
- Alternative Dispute Resolution — mediation and arbitration options are available.
10. Amendments
We reserve the right to amend this Refund Policy from time to time. Changes will be posted on our website and app.