Refund & Delivery Policy

How delivery works

After your payment is confirmed, your order moves through these steps, which you can follow on the home page with your order number, or on the Orders page if you have an account:

• Accepted — payment confirmed; the order is queued.
• Processing — the order is with the network or our supply partner.
• Delivered — the bundle has been sent to the recipient number.
• Failed — the bundle could not be delivered. See below.

Delivery time depends on the network and how busy it is. It can take from a few minutes to a few hours. The delivery speed shown on our home page reflects recent orders and is a guide only. Orders are handled during our working hours, shown at the top of the home page, so an order placed outside them may wait until we reopen.

A bundle’s size, validity and how it can be used are set by the network. Please check a bundle’s balance with your network’s own service if in doubt.

When you get a refund

You are entitled to a refund if:

• you paid and the order failed, so the bundle was never delivered;
• you were charged twice for the same order, or charged more than the price shown;
• money left your mobile money account for an order or top-up that was never created on Bundleyard, once we have confirmed it.

We do not always refund automatically. A member of our team checks each case before a refund is made, so that money is only paid out once and to the right person.

When there is no refund

• The bundle was delivered to the number you entered, even if it was a mistyped number, the wrong person’s number or a number on a different network. Deliveries cannot be reversed.
• You changed your mind after submitting the order.
• The bundle was delivered, but you are unhappy with the network’s speed, coverage, validity or usage rules.
• The bundle was delivered and later expired or was used up.
• The order or claim involved fraud or a breach of our Acceptable Use Policy.

How a refund is paid

• If you have an account, the refund is credited to your Bundleyard wallet, where you can use it on your next order.
• If you ordered as a guest, the refund is sent by mobile money to the number that paid. We verify the number with the mobile money provider first, so please make sure it is active and registered in your name.

Once a refund is approved we aim to settle it within 3 working days. Your mobile money provider may need extra time to show it. We will not pay the same order twice.

How to make a claim

Contact us within 7 days of the order, using the details at the bottom of this page, and tell us:

• your order number (or the reference from your payment message);
• the mobile money number that paid and the recipient number;
• what went wrong, with a screenshot of the payment message if you have one.

We will look into it and reply. We may ask for more information to confirm the payment. Claims made after 7 days may be refused, but tell us anyway and we will do our best to help.

Wallet top-ups

Money you add to your wallet is credit for buying on Bundleyard, not a deposit we pay back on request (see our Terms of Service). If a top-up was taken from your mobile money account but not credited, contact us with the payment reference and we will check and credit it.

Reseller upgrade fee

Refunds for the one-time reseller upgrade fee are covered by the Reseller Terms.

If you are not happy with our decision

Reply to us with anything we may have missed and we will review the decision. Please contact us before starting a dispute with your mobile money provider, as we can usually fix problems faster.

Contact us

Questions about this page, or a request under it? Reach Bundleyard through any of these:

• WhatsApp: our support community
• Address: Tamale, Ghana

Bundleyard