Refund Policy

Hopetel (Pty) Ltd ("Hopetel", "we", "us") is committed to customer satisfaction. This Refund Policy explains when you are eligible for a refund, how to request one, and how long it takes. This policy applies to all VoIP subscription purchases made on hopetel.co.za and is governed by the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

You are eligible for a full refund in the following circumstances:

• Your VoIP service failed to activate on your account within 1 hour of confirmed payment
• You were charged more than once for the same order (duplicate charge)
• The service was provisioned to a different account than the one you specified
• The plan activated differs materially from what you ordered (e.g. wrong plan tier)
• A technical error on our platform resulted in an incorrect charge
• Your payment was declined but you were still charged (rare bank processing error)

Partial refunds may be considered where a plan was only partially provisioned (e.g. only some lines of a multi-line plan were activated). Each case is assessed individually by our support team.

Refunds will not be issued in the following cases:

• The VoIP service was successfully activated and you have used any portion of it
• You purchased the wrong plan by mistake (e.g. wrong tier or wrong number of lines)
• Your subscription billing period has lapsed — completed billing periods are non-refundable
• You changed your mind after the service was successfully activated
• Poor call quality caused by your local internet connection (contact your internet provider directly)
• Refund requests submitted more than 72 hours after purchase
• Plans purchased during advertised promotions or flash sales (unless activation failed)

Once your refund request has been approved:

• Credit/Debit card refunds: Initiated within 24–48 business hours. Funds reflect in your account within 3–5 business days depending on your bank.
• SnapScan / Ozow (instant EFT) refunds: Initiated within 24–48 business hours. Funds reflect within 2–3 business days.
• Standard EFT refunds: Initiated within 48 business hours. Allow 3–5 business days for funds to reflect.
• PayFast refunds: Processed within 24 hours. Reflect within 2–5 business days.

Business hours are Monday to Friday, 08:00–17:00 SAST, excluding South African public holidays.

To submit a refund request, contact us using one of the methods below within 72 hours of your purchase. Please have the following information ready:

• Your order number (format: HT-YYYY-XXXXXX — found in your confirmation email)
• The account or business phone number the VoIP plan was purchased for
• The reason for your refund request
• Your payment confirmation or bank statement entry

This policy does not limit your rights under South African consumer protection legislation. In particular, section 56 of the Consumer Protection Act provides for implied warranties on goods and services. If you believe your consumer rights have been violated, you may also contact:

• National Consumer Commission (NCC): 012 428 7000 or [email protected]
• National Consumer Tribunal: 012 663 5615
• Consumer Goods and Services Ombud: 0860 000 272

Hopetel reserves the right to update this Refund Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy. We recommend checking this page periodically.

For questions about this policy, email [email protected] or write to: Hopetel (Pty) Ltd, Cape Town, South Africa.