Refund Policy

1. General principles

• Refunds are not automatic and must be requested in writing.
• Refunds are processed only after Blu Dot SA has verified customer identity, account status, service usage, hardware condition (where applicable) and RICA compliance (for LTE).
• Refunds are issued to the original payment method unless otherwise agreed.

2. How to request a refund

All refund requests must be submitted in writing to accounts@bludotsa.co.za. Refund requests submitted via WhatsApp, phone or social media will not be accepted.

3. LTE (SIM-only) refund policy

3.1 Before SIM dispatch

If the Customer cancels before the SIM is shipped, a full refund may be issued, minus any administrative costs already incurred.

3.2 After SIM dispatch but before activation

If the SIM has been shipped but not activated:

• Courier fees are non-refundable.
• Activation fees are non-refundable.
• Subscription fees may be refunded at Blu Dot SA's discretion.

3.3 After activation

Once the SIM is activated, no refunds will be issued for subscription fees. Activation fees and courier fees remain non-refundable.

3.4 Failed RICA

If RICA fails due to incorrect or invalid documents, courier and activation fees remain non-refundable. Subscription fees may be refunded at Blu Dot SA's discretion.

4. Fibre refund policy

4.1 Before FNO installation is scheduled

If the Customer cancels before installation is booked, a full refund may be issued, minus administrative costs.

4.2 After installation is scheduled but before installation occurs

FNO cancellation fees may apply. These fees are non-refundable and payable by the Customer.

4.3 After installation & activation

Once Fibre is installed, activated or made available for use, the following fees become strictly non-refundable, regardless of whether the Customer uses the service:

• Installation fees
• Activation fees
• First month's subscription fee

4.4 Failed installation (FNO unable to install)

If the FNO cannot install due to infrastructure limitations, subscription fees will be refunded and activation fees may be refunded. Courier fees (if applicable) remain non-refundable.

5. Routers & hardware refund policy

5.1 Unopened hardware

If the router or hardware is unopened, unused and in its original packaging, refunds may be issued within 7 days of delivery. Courier fees remain non-refundable, and return courier fees are payable by the Customer.

5.2 Opened or used hardware

Once opened or used, no refunds will be issued. The manufacturer warranty applies.

5.3 Faulty hardware

If hardware is faulty within the manufacturer warranty period, Blu Dot SA will assist with warranty replacement. Refunds are not issued for warranty claims.

6. Value-Added Services (VAS)

Includes Mesh Wi-Fi, Unlimited Calls, VoIP and add-ons.

• Once activated: VAS fees are non-refundable.
• Before activation: a refund may be issued, minus administrative costs.

7. Activation fees, courier fees

Activation fees are non-refundable under all circumstances. Courier fees are non-refundable, even if the Customer cancels, RICA fails, the Customer refuses delivery, or the Customer changes their mind.

8. Non-refundable fees after installation or activation

Once a Service has been installed, activated or made available for use, the following fees become strictly non-refundable across all Services (Fibre, LTE, VoIP, Unlimited Calls, Mesh Wi-Fi and VAS):

• Installation fees
• Activation fees
• First month's subscription fee
• Courier fees

9. Billing disputes

• Billing disputes must be submitted within 30 days of the invoice date.
• Disputes submitted after 30 days may not qualify for refunds.
• Undisputed amounts must still be paid while a dispute is under review.

10. Refunds after cancellation

• Customers remain liable for all fees during the 30-day cancellation notice period.
• Refunds will only be considered after the cancellation notice period ends.
• Overpayments or duplicate payments will be refunded upon verification.

11. Processing time

Refunds are processed within 7–14 Business Days after approval.