1. Overview
OnionStacks charges for services on behalf of upstream network, VoIP and hosting providers. All payments are processed securely by Ozow. This policy sets out when a refund is available, how much of the payment may be refunded, and how to request one. Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008 (CPA).
2. Coverage-failure refunds (full refund)
Where a service requires installation or a location-locked SIM (Fibre, MTN 5G Fixed Wireless, Fixed LTE, MTN Fixed 5G) and, after payment, the upstream network confirms that coverage is not available at your pinned address, you are entitled to a full refund of the amount paid, including any installation fee that had been collected. No cancellation or administration fee applies.
3. Cooling-off period (CPA section 44)
If your order qualifies as an electronic direct-marketing transaction under section 44 of the Electronic Communications and Transactions Act, you may cancel within 7 (seven) days of the transaction without reason and receive a refund of the amounts paid, less:
- Any charges that have already been passed through to the upstream network for work that has begun (for example, a fibre installation that has already been dispatched); and
- The direct cost of returning any hardware already couriered to you, if the hardware is returned in original condition and packaging.
4. Month-to-month recurring services
Fibre, LTE, 5G and VoIP monthly subscriptions are billed in advance for the calendar month. Once a month has started, monthly subscription fees are non-refundable pro rata; you may cancel to prevent the next month being billed. Where a service was never delivered for the paid month due to an OnionStacks or upstream fault, a pro-rata refund or account credit will be issued after investigation.
5. Data top-ups, add-on bundles and once-off items
Once activated, prepaid data top-ups, once-off add-on bundles and value-added services are non-refundable, in line with standard South African mobile-industry practice. If the top-up was never applied to your account due to a technical failure, we will either re-apply the bundle or refund the amount.
6. Hardware (routers, ONTs, ATAs, handsets)
- Hardware supplied by OnionStacks or the upstream network carries the manufacturer’s standard 12-month warranty. Faulty units are swapped in line with the CPA and the manufacturer’s process; the courier fee applicable to the swap-out is disclosed at the time of the RMA.
- Unopened hardware may be returned within 7 days of delivery for a refund of the item price, less the actual courier cost of collection.
- Refurbished hardware has no warranty and is non-refundable except where dead-on-arrival, in which case it will be replaced.
7. Hosting services
Hosting plans are refundable pro rata within the first 14 days of the initial paid month if the service has not met the specifications published on the product page. Domain registrations, SSL certificates and third-party licences are non-refundable once purchased.
8. Fraud, chargebacks and abuse
Refunds may be withheld or reversed where an order was placed fraudulently, where the service has been used to breach our Terms of Service, or where a chargeback has been raised while a legitimate dispute process has not been followed.
9. How refunds are paid
Approved refunds are reversed to the original Ozow payment method used at checkout. Refunds typically reflect within 5–10 business days, depending on your card issuer.
10. How to request a refund
Email support@onionstacks.com from the address linked to your OnionStacks account with:
- Your order number;
- The product ordered and pinned address (if applicable);
- A short description of the reason for the refund request.
Our team will acknowledge within one business day and provide a decision within five business days.