1. What you pay for

• A top-up adds credit to your account. The data rate per GB is shown before you pay.
• Creating a drop deducts the cost of that drop from your credit. It includes the data at the current rate plus a flat R2 link fee for generating the secure link.
• Power Drops and Voucher Drops are paid for from the same credit, and carry the same flat R2 link fee. The electricity rand value or voucher value, and our price for it, are shown before you confirm.
• Those figures, and every other fee that applies, are shown on screen before you confirm.

2. When a drop expires with its value unclaimed

Unclaimed value is refunded to your credit automatically when a drop expires, whether it is a Data Drop, a Power Drop or a Voucher Drop. The refund is calculated on the value of the drop, not on the link fee:

• Refund = (what you paid for the drop - R2 link fee) x the unclaimed share of the drop - a 5% expiration handling fee.
• Worked example: you pay R102 for a 1 GB drop, which is R100 of data plus the R2 link fee. If two people could claim and only one did, half the data (R50) is unclaimed. Less the 5% handling fee, R47.50 is credited back to your credit.
• The R2 link fee is a processing fee and is not refunded.
• An expiry refund always goes back into your credit, not to your bank account.

3. Value that has been claimed

Claimed data is not refundable. Once the data has been delivered to a mobile number it cannot be recalled or moved, so we cannot refund claimed data, including where the recipient entered the wrong mobile number or cannot use the data on their package.

Claimed electricity and vouchers are not refundable either. An electricity PIN is bought from the municipality for the meter number entered when the drop was claimed, and a voucher code is issued to whoever claimed it. Neither can be recalled, moved to another meter, or cancelled once issued, so we cannot refund a claim where the wrong meter number was entered or where the PIN or code has been revealed to the recipient.

If the carrier or municipality rejects an order, the price of that claim is refunded to your credit in full.

4. When a drop is deleted before it expires

Deleting a drop cancels the share link and erases the recipient details on it. Because deletion is a choice you make while the drop is still active, the credit you spent on that drop is not refunded and the unclaimed data is not returned to you.

5. Payments that failed, or that were taken twice

• If a payment fails or is declined, no credit is added and no money is kept by us.
• If you were charged twice for the same top-up, or charged for a top-up that never reached your credit, contact us and we will refund the duplicate or unmatched amount in full, back to the bank account you paid from.

6. Unused credit

If you topped up by mistake, or you have credit you have not spent, you can ask us for a refund to the bank account you paid from. Ask within 30 days of the payment and include the payment details so we can find it.

Credit that has already been spent on drops that were claimed cannot be refunded. Where only part of your credit is refundable, we refund that part and leave the rest on your account.

7. Refunds where the law gives you a right to cancel

Nothing in this policy limits any right you have in law, including under the Consumer Protection Act and the Electronic Communications and Transactions Act. Where the law allows you to cancel a purchase, tell us within the period the law allows and we will refund you as the law requires.

A refund that the law requires us to make is paid in full. None of the fees described above are deducted from it.

8. How to ask for a refund

• Email us at hello@sisonke.co.za from the address on your account.
• Tell us the amount, the date of the payment, the payment reference, and the share link if the request is about a specific drop.
• We will confirm we have received your request within 2 business days and may ask you one verification question to protect your account.
• Approved refunds are processed through Ozow back to the bank account you paid from, and typically reach your account within 7 to 10 business days depending on your bank.

9. When we do not refund

• Data that has already been claimed and delivered to a mobile number.
• The R2 link fee on any drop, and the 5% handling fee on an expiry refund.
• Credit on a drop you deleted while it was still active.
• Amounts connected to fraud, abuse, a reversed or unauthorised payment, or a breach of our Terms of Service.
• Electricity or voucher value that has already been bought and delivered for a claim.
• Credit remaining on an account you chose to delete.