Refund Policy
Last updated: 25 September 2026
This policy applies to prepaid airtime and mobile data purchased from Access Africa. These are digital products delivered to the mobile number entered at checkout.
1. When a refund is available
A refund is available when payment was successfully collected but the mobile network confirms that the purchased product was not delivered, or when Access Africa confirms that the same payment was collected more than once for the same order.
We may also refund a payment that was collected but could not be matched to a valid order. We investigate the payment reference before approving the refund.
2. Pending delivery
A pending or delayed order is not treated as failed until the mobile network confirms its final outcome. We do not refund while delivery may still complete because that could result in both the digital product and the money being received. We will continue checking the order and update its status.
3. Successfully delivered products
Successfully delivered airtime and data bundles are not refundable because the prepaid value has already been transferred to the recipient number and cannot be recovered by Access Africa.
4. Incorrect recipient details
Customers must check the recipient mobile number and selected product before paying. We cannot refund or redirect airtime or data that was successfully delivered to the number supplied at checkout. Contact support promptly if an order is still pending and you notice an error; we cannot promise that submission can be stopped.
5. Unauthorized payments
If you do not recognize a payment, contact us and your card issuer or payment provider immediately. We will provide available transaction records and cooperate with the provider's dispute process. Do not email us a full card number or security code.
6. How to request a refund
Contact support@accessafrica.co.za as soon as possible and include your order reference, payment reference, account email address, and a short description of the problem. We may request additional information needed to verify the payment and delivery outcome.
7. Review and processing time
We aim to review a complete refund request within five business days. Network confirmation or payment-provider investigation can take longer. Once eligibility is confirmed, we submit or arrange the refund promptly and notify you of its status.
After a refund is submitted, the payment provider or issuing bank controls when it appears on the account. This commonly takes five to ten business days but can vary by provider and country.
8. Where refunds are paid
Refunds are returned through the original payment provider to the original payment method and in the original payment currency. We do not redirect a refund to another card, bank account, mobile wallet, or person.
9. Fees and exchange rates
Access Africa refunds the amount eligible under the original transaction. A card issuer or bank may apply its own currency conversion, processing, or cross-border rules. Any difference caused solely by the issuer's exchange rate or fee is outside Access Africa's control.
10. Payment disputes
Please contact us first so we can investigate quickly. Opening a payment-provider dispute does not change whether a delivered digital product is refundable, and the provider may require evidence of payment and delivery.
11. Contact
Questions about a refund can be sent to support@accessafrica.co.za. Keep your order and payment references available.