H Connect – Refund & Cancellation Policy
Effective Date: October 2025
Last Updated: October 2025
1. Purpose
This Refund & Cancellation Policy outlines the conditions under which H Connect (Pty) Ltd (“H Connect”, “we”, “us”, “our”) will process cancellations, service terminations, and refunds for broadband and related services provisioned through Openserve’s network infrastructure.
2. Scope
This policy applies to all customers who have purchased connectivity or value-added services directly from H Connect, whether on a month-to-month, prepaid, or fixed-term contract basis. Payments are processed via Paystack, our authorised payment partner.
3. Cancellation by the Customer
3.1 Customers may cancel any active service by providing 30 (thirty) days’ written notice to info@hconnect.co.za.
3.2 The cancellation notice must include the account holder’s full name, account reference, and service address.
3.3 Cancellation becomes effective once confirmed in writing by H Connect.
3.4 If the service was provisioned through Openserve, physical line recovery and final disconnection dates will depend on Openserve’s scheduling.
4. Fixed-Term Contracts
4.1 Customers with fixed-term contracts may cancel before the expiry date by giving 30 days’ notice.
4.2 Early termination may incur a reasonable cancellation fee, calculated in accordance with the Consumer Protection Act (CPA).
4.3 Equipment supplied as part of the contract must be returned in good working condition, failing which replacement costs will be deducted from any refund.
5. Month-to-Month Services
5.1 Month-to-month services renew automatically each billing cycle unless cancelled by the customer.
5.2 No cancellation fee applies provided 30 days’ written notice is given.
5.3 Cancellations submitted after the billing cycle has started will take effect at the end of that cycle.
6. Refund Conditions
6.1 Refunds may be issued for duplicate or erroneous payments; service activation failure due to technical infeasibility confirmed by Openserve; or overpayments or billing errors verified by H Connect.
6.2 No refunds will be granted for periods during which the service was active and available for use; losses due to customer-side network or equipment issues; or cancellations without proper notice or where contractual terms were breached.
6.3 Approved refunds will be processed within 10–15 business days after verification, and paid to the same account used for the original Paystack transaction.
7. Paystack Payment Handling
All payments are securely processed via Paystack. Refunds requested through Paystack will follow Paystack’s standard verification and approval process. H Connect cannot process refunds through alternate channels for payments made via Paystack.
8. Service Suspension and Termination by H Connect
H Connect reserves the right to suspend or terminate services for non-payment, breach of the Terms & Conditions of Service or AUP, or where Openserve infrastructure becomes unavailable. In such cases, prepaid or partially paid amounts are non-refundable unless otherwise required by law.
9. Network Availability and Force Majeure
Service interruptions caused by Openserve network outages, scheduled maintenance, or external factors (e.g., power failures, vandalism, or force majeure events) do not qualify for monetary refunds. H Connect may, at its discretion, apply a service credit where downtime exceeds reasonable limits as defined by the applicable SLA.
10. How to Request a Refund
Email billing@hconnect.co.za or info@hconnect.co.za with your full name, account number, Paystack payment ID, and reason for the request. Each request will be assessed in accordance with this policy and applicable laws.
11. Policy Updates
H Connect reserves the right to amend this policy at any time. Updated versions will be posted on our website.
12. Contact Information
H Connect (Pty) Ltd
288 Kent Avenue, Ferndale, Randburg, South Africa
Email: info@hconnect.co.za
Phone: +27 62 438 4001