Refund & Cancellation Policy

1. Our Commitment to You

At Mzansi Connect, we are committed to providing you with reliable and high-quality internet services. This policy outlines your rights and our obligations regarding service cancellations, refunds, and equipment returns, in line with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECT Act) of South Africa.

We aim to be fair and transparent in all our dealings. If you have any questions, please contact our support team: accounts@mzansiconnect.co.za

2. Service Cancellation

2.1. Cooling-Off Period (Online & Direct Marketing Sales)

If you signed up for our services online, via email, or over the phone (direct marketing), you have a 7-day cooling-off period. This period starts from the date the service agreement was concluded.

  • Right to Cancel: You may cancel the service within this 7-day period for any reason and without penalty.
  • Refund: We will provide a full refund of any payments received from you within 30 days of the cancellation notice.
  • Equipment Returns: If any equipment (e.g., a router/ONT equipment ) was delivered to you, you are responsible for the direct cost of returning it to us. The equipment must be returned in its original condition and packaging.

2.2. Cancellation of Fixed-Term Contracts

If you are on a fixed-term contract (12 or 24 months), you have the right to cancel at any time by providing 20 business days' written notice.

  • Cancellation Fee: In accordance with the CPA, we reserve the right to charge a reasonable cancellation fee. This fee is not a penalty, but rather an amount calculated to recover costs we incurred when signing you up.
  • Calculation of the Fee: The fee will take into account the remaining duration of your contract, any subsidized equipment (e.g., a free router), and any installation or activation fees that were waived. The total cancellation fee will not exceed the value of the remaining months on your contract.

2.3. Cancellation of Month-to-Month Contracts

If you are on a month-to-month service, you can cancel at any time by providing us with one calendar month's written notice. No cancellation fees will be charged for month-to-month contracts.

3. Refunds & Equipment Returns

3.1. Faulty or Defective Equipment

All equipment supplied by Mzansi Connect, such as routers, is covered by a 6-month implied warranty of quality in terms of the CPA.

  • Your Rights: If the equipment becomes faulty or defective within 6 months of delivery, you have the right to request a repair, replacement, or refund. We will cover the costs of returning the faulty equipment to us.
  • Exclusions: This warranty does not cover physical damage, liquid damage, or any damage caused by misuse, power surges, lightning, or incorrect use.

3.2. Refunds for Service Outages

We strive to provide a stable and reliable service. However, in the event of an extended service outage that is within our control (e.g., not due to a Fibre Network Operator issue or force majeure), you may be eligible for a pro-rata credit or refund for the period you were without service. Please contact our support team to report the issue and discuss a resolution.

3.3. Equipment Return Process(ONT equipment/5G/LTE Routers)

To ensure a smooth process for all returns:

  • Condition: Equipment must be returned in the condition it was supplied, including all accessories, cables, and original packaging.
  • Failure to Return: If you fail to return the equipment upon cancellation, or if it is returned damaged or incomplete, you will be liable for the full replacement cost of the equipment.



4. How to Request a cancellation or Refund

To request a service cancellation or discuss a refund, please contact our support team in writing at:

  • Email:Accounts@mzansiconnect.co.za
  • Phone: 065 686 5199