Refund Policy – Neurotel Communications

1. Purpose

This Refund Policy outlines the conditions under which Neurotel Communications (“Neurotel”, “we”, “us”, or “our”) processes refunds for services and products. We aim to ensure transparency, fairness, and compliance with consumer protection laws.

2. Scope

This policy applies to:

  • Fibre and LTE internet services
  • Hosting and domain services
  • Hardware and SIM card purchases
  • Promotional or bundled packages
  • Payments made via 1Voucher and Paystack

3. General Refund Principles

  • Refunds are considered only for services billed in error, not delivered, or cancelled within the allowable window.
  • All refund requests must be submitted in writing to accounts@neurotel.co.za.
  • Refunds are processed to the original payment method unless otherwise agreed.

4. Fibre and LTE Services

4.1 Prepaid Services

  • Prepaid fibre or LTE packages are non-refundable once activated or used.
  • If activation fails due to infrastructure limitations, a full refund will be issued (less applicable fees if paid via 1Voucher or Paystack).

4.2 Monthly Subscriptions

  • Customers may cancel services with at least 30 days’ written notice.
  • No pro-rata refund will be issued unless service was not delivered.

4.3 Failed Installations

  • If a fibre installation is unsuccessful due to provider limitations (e.g., Openserve, Vumatel), and no alternative is available, a full refund will be issued (less applicable fees if paid via 1Voucher or Paystack).

5. Hardware and SIM Cards

5.1 SIM Cards

  • SIM cards are non-refundable once activated.
  • If a SIM card is defective and activation fails, a replacement will be issued or a refund processed.

5.2 Routers and Devices

Refunds are issued only if:

  • The device is returned within 7 days of delivery
  • The device is unused and in original packaging
  • The device is proven to be faulty and not due to user damage

6. Hosting and Domain Services

  • Hosting fees are non-refundable once the service is provisioned.
  • Domain registration fees are non-refundable under any circumstances.
  • If hosting activation fails due to technical error on our part, a full refund will be issued (less applicable fees if paid via 1Voucher or Paystack).

7. Promotional Packages

  • Bundled or discounted packages are non-refundable if any part of the bundle has been activated or used.
  • Refunds for promotional offers will be calculated based on standard pricing of individual components.

8. Payment-Specific Refund Fees

8.1 1Voucher and Paystack Payments

  • Refunds for payments made via 1Voucher or Paystack will incur a 10% processing fee.
  • This fee covers third-party transaction costs and is deducted from the total refundable amount.
  • The fee applies regardless of the reason for the refund.

8.2 Other Payment Methods

  • EFT and direct bank payments are refunded in full unless otherwise stated.

9. Disputes and Billing Errors

  • If you believe you’ve been billed incorrectly, contact our Accounts Department within 7 days of receiving your invoice.
  • Valid billing errors will be corrected and refunded within 14 business days.

10. Processing Time

  • Approved refunds will be processed within 14–21 business days.
  • Refunds may take additional time to reflect depending on your bank or payment provider.

11. Exceptions

Refunds will not be issued for:

  • Service interruptions due to third-party infrastructure faults
  • Network outages caused by force majeure or scheduled maintenance
  • Failure to cancel services within the required notice period

12. Contact Us

For refund queries or to submit a request, contact: