Refunds and Returns Policy

Failed or partial delivery

If a product is not delivered, or is only partly delivered, we cancel the order and refund the full amount to the original payment method automatically. You do not need to ask. This applies whether the failure was ours, a supplier's, or a mobile network's.

Cooling off, and unredeemed vouchers

Section 44 of the Electronic Communications and Transactions Act 25 of 2002 gives consumers a seven-day cooling-off right on electronic transactions, subject to the exclusions in section 42(2) of that Act. Those exclusions include services that began with your consent before the seven days had run, and audio, video or software you have unsealed.

Where a voucher has been issued to you but not redeemed, we will cancel it and refund you in full on request within seven days of issue. Contact support@gridkind.co with the order reference; we void the code and refund the payer's original payment method.

Section 16 of the Consumer Protection Act 68 of 2008 does not apply to our transactions, because section 16(1) of that Act excludes any transaction to which ECTA section 44 applies.

Redeemed products

Once a voucher has been redeemed, or airtime or data has been loaded onto a mobile number, the product has been consumed. We do not refund, reverse, or exchange it for cash. This is so even where the recipient is not the payer.

Wrong mobile number

If a voucher went to an incorrect number and has not been redeemed, we void and reissue it at no charge. Airtime and data loaded onto a live number cannot be recovered and cannot be refunded.

Group contributions

Where several people contribute towards one item, no contributor is charged until the item is fully funded. You may withdraw a pledge at any time before that point, at no cost. If the target is not reached by the closing date, all pledges lapse and no one is charged. Once the item is funded and delivered, the rules above apply to the item itself.

Loyalty rebates

Rebates earned on the platform are spent on Gridkind products. Section 35(1) of the Consumer Protection Act treats loyalty credits as a legal medium of exchange when tendered within the programme they belong to, and we honour that: where we have a product available for sale for money, we accept sufficient rebate credit as full payment for it, at the same quality, with no handling charge.

Rebates cannot be transferred to another person, cannot be withdrawn or paid out in cash, and have no value outside Gridkind.

If we ever need to restrict which products can be bought with rebates, we will give you at least 20 business days' written notice beforehand, and all such restrictions together will not exceed 90 days in any calendar year, as section 35(5) requires.

Where an order paid partly with a rebate is refunded, the rebate portion returns as rebate and the cash portion to the original payment method.

How refunds are paid

Refunds always return to the original payment method. We do not refund to a different card, a bank account, a mobile number, or an account balance, and we do not hold refunded amounts as credit.

Approved refunds are submitted within 3 business days. Depending on the issuing bank, funds usually reflect within 5 to 10 business days of submission.

Disputes and chargebacks

If you are unhappy with a purchase, contact support@gridkind.co before raising a dispute with your bank - we can usually resolve it faster. We handle all chargebacks directly and will supply delivery records, timestamps, and supplier confirmations to the issuing bank.

If you are not satisfied with our response, you may refer the complaint to the Consumer Goods and Services Ombud or to the National Consumer Commission. Complaints about airtime or data may also go to ICASA.

Contact

support@gridkind.co - we aim to respond within one business day.