Refund policy

When an order can't be delivered

An order "can't be delivered" when every data supplier we tried confirms it failed, when no supplier can take it in time, or when an AFA registration can't be completed.

When that happens, our team takes over the order personally and first tries to deliver it another way. Your order page says it's taking longer; you don't need to order again. If it still can't be delivered:

• If you were signed in to your Lodacks account when you ordered, the price of the order goes back to your Lodacks wallet. We'll tell you by SMS and on the order page, and you can use the money to try again straight away.
• If you ordered as a guest (without an account), we email you a replacement link, and text it to the number on the order. With it you can have the same bundle or service sent to another number at no cost, once, within 7 days. To use it you confirm the email address you ordered with. If you don't use it in time, our team refunds the card or Mobile Money account you paid with; the time the money takes to reach you depends on your bank or Mobile Money provider.
• Resellers using our API are refunded to their API wallet.

When we wait before refunding

Sometimes a network or supplier doesn't give a clear answer straight away. While a supplier's answer is unclear, the data may still arrive, so we check with them first. We never refund an order that a supplier has confirmed as delivered, and we never send the same order twice.

What can't be refunded

• Delivered data. Once the network confirms delivery, the data can't be taken back.
• A wrong number. Data sent to the number you entered can't be moved to another number. Please check the number on the review page before paying.
• Result Checker PINs that have been issued. A PIN and serial can't be returned once given to you. If you paid and we couldn't give you a PIN, you'll be refunded.
• The processing fee (2%), where one is charged. It is shown before you pay and is not refunded. Only the price of the bundle or service is refunded.

Your Lodacks wallet

• Wallet money can only be spent on Lodacks. It can't be transferred to another person or withdrawn as cash.
• If you'd like money you topped up and haven't spent sent back to your original payment, contact us. Our team reviews these requests; any top-up fees aren't refunded.

Questions

This policy is issued by Lodacks, Takoradi, Western Region, Ghana. Email info@lodacks.com with your order reference, or see the contact page.