Refund Policy

1. Overview

SHWI AM (PTY) LTD ("Shwi") operates Shwi Recharge, a prepaid digital recharge platform. This Refund Policy applies to wallet deposits and all recharge products purchased through the website, dashboard, API, and WhatsApp. By using the Services, you agree to this policy.

2. Digital Recharge Products - No Refunds

Airtime, mobile data, SMS messages, and prepaid electricity tokens are digital goods that are delivered immediately or shortly after you submit an order. All such purchases are non-refundable once submitted and processed, including where:

• You entered the wrong phone number or meter number.
• You selected the wrong product or amount.
• You submitted a duplicate recharge.
• The recipient did not receive or use the product for reasons outside Shwi's control.
• The network or vendor delivered the product successfully to the number or meter you specified.

3. Wallet Deposits - No Cash Refunds

EFT deposits credited to your Shwi wallet are non-refundable to your bank account. Wallet funds may only be used for recharges and Services on the platform. If you close or delete your account, unused wallet balances are forfeited and will not be returned to your bank. See our account deletion page and Terms of Use.

4. Failed Transactions (Wallet Credit Only)

If a recharge fails due to a confirmed system or platform error on Shwi's side, we may restore the value to your wallet balance. This is a wallet credit, not a cash refund to your bank. Credits are not available for failures caused by invalid numbers, insufficient vendor stock, network outages, recipient blocks, or user error.

5. Consumer Protection Act (CPA)

South African consumer protection law may provide additional rights to qualifying consumers and small businesses in certain circumstances. Digital content or services that are delivered immediately with your consent may be excluded from cooling-off rights. Shwi does not offer cooling-off refunds on delivered recharge products or credited wallet deposits. Nothing in this policy excludes rights that cannot be excluded by law.

6. Chargebacks and Disputes

Initiating a bank chargeback or payment dispute for wallet funds that have been credited and used (or available for use) on the platform may result in immediate account suspension. Contact us first at our contact page if you believe a billing error occurred.

7. Billing Errors

If you believe we incorrectly allocated an EFT deposit (for example, a duplicate credit for one payment), contact us within 30 days at hello@shwi.co.za with proof of payment. We may correct wallet balances at our sole discretion. Correction of a genuine duplicate credit is not a refund of consumed recharge products.

8. Contact

Questions about this policy: Contact us or email hello@shwi.co.za.