Refund Policy

1. The short version

2. How an order is charged

When you confirm an order, the amount is taken from your wallet first and the order is then sent to our delivery partner. What happens next depends on the answer we get back.

3. Orders that are refunded automatically

If the network or our delivery partner rejects the order, the full amount is credited back to your EasyData wallet automatically, and the order is recorded in your history as failed. You do not need to contact us for this, and you do not need to ask.

If you see a failed order and the amount has not returned to your balance, contact support with the order reference.

4. Orders held as pending

Sometimes our delivery partner does not answer in time. Rather than guess, we hold the order as pending and review it, because the bundle may still have been delivered.

A pending order is not refunded at that moment. Once we establish what happened, it is either completed or refunded to your wallet. If an order has been pending longer than you would expect, contact support with the order reference and we will check it.

5. Orders that were delivered

Once a bundle has been delivered to the number you entered, it cannot be recalled from the network and is not refundable. This includes bundles delivered to the wrong number because the wrong number was entered.

Please check the recipient number carefully before confirming. It is the single most common cause of a loss we cannot reverse.

6. Slow delivery

Networks in Ghana sometimes run slowly. A bundle that arrives late has still been delivered, and slow delivery on its own is not a reason for a refund. Where we know a network is delayed or unavailable we show it on the delivery status board in the app, so you can decide before ordering.

7. Wallet top-ups

Your wallet is credited only after Paystack confirms that your payment succeeded.

If money has left your account and your balance has not gone up, contact support with your payment reference. Payments that we receive but cannot match to an account are held for review, not discarded.

Wallet balance is credit for buying bundles on EasyData. We do not routinely pay unused balance back out to a bank or mobile money account. If you need to close your account while holding a balance, contact support.

8. Agent tier upgrades

An agent tier upgrade is a one-time payment that permanently lowers your bundle prices. If a tier payment is taken but the upgrade is not applied to your account, the payment is held for review rather than written off, and support can resolve it with your payment reference.

A tier that has been applied to your account is not refundable, because the discount takes effect on your very next order.

9. How to raise a refund claim

Contact support and include:

• the order reference or payment reference
• the phone number the bundle was for
• the date and the amount
• what you expected and what happened instead

We may need to check with our delivery partner or with Paystack before we can settle a claim, so the time this takes depends on their response as well as ours.

10. Fraud and abuse

We may refuse a refund and restrict an account where we reasonably believe a claim is dishonest, for example a claim on a bundle that was in fact delivered. See the Terms of Service.

11. Contact us

Reach support on WhatsApp at +233 55 161 8142. Have your order or payment reference ready.

See also our Terms of Service and Privacy Policy.