Refunds Policy – Ooze Digital Payment Solutions
Last Updated: August 2025
1. General Principle
All payments made through the Ooze Digital Payment Solutions platform are final and non-refundable. Due to the nature of digital products and services such as airtime, electricity tokens, and mobile money transactions, once a transaction is confirmed, it cannot be reversed.
2. Non-Refundable Services
The following are strictly non-refundable:
- Airtime purchases (Mascom, Orange, BTC)
- Electricity tokens (Botswana Power Corporation and other utilities, if applicable)
- Mobile money transactions (Orange Money, Mascom MyZaka, BTC Smega, etc.)
- Wallet top-ups, account credits, and vendor float
3. Exceptions
Refunds may only be considered in the following exceptional circumstances:
- System or platform error: where Ooze’s system processes a transaction incorrectly (e.g., double billing).
- Failed transaction: where funds are debited but the product/service was not delivered (and confirmation is received from the telecom, utility, or bank partner).
In such cases, Ooze will work with the relevant service provider to investigate and, if validated, credit the affected amount back to your Ooze wallet or original payment method.
4. Process for Disputes
If you believe you have been incorrectly charged:
- Contact Ooze Support immediately at support@ooze.co.bw with details of the transaction (date, amount, reference number).
- Ooze will open a support ticket and liaise with the relevant telecom, utility, or payment partner.
- Resolution times may vary depending on third-party investigations, but Ooze will keep you updated.
5. Exclusions
Refunds will not be issued where:
- The wrong number, account, or meter was entered by the customer.
- The transaction was successful but the user later claims the purchase was not intended.
- Promotional or discounted products have been redeemed.
- Service delivery failed due to network coverage, electricity outages, or other circumstances outside Ooze’s control.
6. Contact Us
For any refund enquiries, please reach us at: support@ooze.co.bw
Note: This Refunds Policy should be read together with our Terms & Conditions and Privacy Policy.
