087 822 2486
South Africa's Trusted Internet Provider

Refund Policy

Last Updated: February 2026

1. General Refund Policy

This Refund Policy is designed in accordance with the Consumer Protection Act, 2008 (Act No. 68 of 2008) and applies to all services provided by Yakho Telecoms (Pty) Ltd.

As internet connectivity is a service consumed in real-time, refunds are limited to specific circumstances outlined below.

2. Cooling-Off Period

5 Business Day Cooling-Off Period:

  • You may cancel your service within 5 business days of activation
  • Full refund of monthly fees (excluding installation costs)
  • Equipment must be returned in original condition
  • Cancellation request must be submitted in writing
  • Refund processed within 30 days

Note: Installation fees are non-refundable as the service has been rendered.

3. Service Failure Refunds

You may be eligible for a pro-rata refund or credit if:

  • Service is unavailable for more than 7 consecutive days due to our fault
  • Installation cannot be completed due to lack of coverage (after site survey)
  • Advertised speeds are consistently not met (less than 50% of promised speed)

Process:

  • Report the issue to customer support immediately
  • Allow us 48 hours to investigate and resolve
  • Refund calculated based on days without service
  • Credit applied to next bill or refunded if account is closed
4. Installation Fees

Non-Refundable:

  • Installation fees are non-refundable once technician visit occurs
  • This includes unsuccessful installations due to location issues

Refundable:

  • If we cancel installation before technician visit
  • If coverage verification shows service not available (before installation)
5. Monthly Subscription Fees

5.1 Pro-Rata Refunds:

We do not offer pro-rata refunds for early cancellation except in cases of:

  • Relocation to area without coverage (proof required)
  • Death of subscriber (death certificate required)
  • Prolonged service failure (as per section 3)

5.2 Prepaid Services:

  • Monthly fees paid in advance are non-refundable
  • Service continues until end of paid period
  • No partial month refunds on voluntary cancellation
6. Equipment Damage and Loss
  • Damaged equipment fees are non-refundable
  • If equipment is returned undamaged within 7 days of cancellation, no charges apply
  • Lost equipment charges: R1,500 (routers) - non-refundable
  • Original packaging not required for returns
7. Refund Processing

Timeframes:

  • Refund requests reviewed within 7 business days
  • Approved refunds processed within 30 days
  • Refunds issued to original payment method
  • Bank processing may take additional 5-10 business days

Required Documentation:

  • Completed refund request form
  • Proof of payment
  • Account number and contract details
  • Supporting documents (if applicable)
8. No Refund Circumstances

Refunds will not be provided for:

  • Voluntary cancellation after cooling-off period
  • Service suspension due to non-payment
  • Termination due to breach of terms
  • Change of mind after installation
  • Network issues caused by customer equipment or setup
  • Force majeure events (load shedding, natural disasters, etc.)
  • Third-party network outages beyond our control
9. Dispute Resolution

If you dispute a refund decision:

  1. Contact our customer service: info@yakho-telecoms.co.za
  2. Escalate to management if not resolved within 7 days
  3. Contact Communications and Digital Technologies Complaints Committee
  4. Approach Consumer Goods and Services Ombud (CGSO)
10. Contact for Refund Requests

Email: info@yakho-telecoms.co.za (Subject: Refund Request)

Phone: 087 822 2486

WhatsApp: 069 308 3657

Address: 1234 MountainView Zone 6, KwaMhlanga 1022, South Africa

Please include your account number, contact details, and reason for refund request.