Refund Policy

Applicability. Refunds are only available to you if you have purchased the Services directly from us. Where you have purchased the Services from a third party, you need to contact that third party in relation to any refund requests you may have.

Legal right of withdrawal. If you are purchasing the Services as a consumer, you have the legal right to unilaterally withdraw from your purchase within 5 (five) business days, if the Services were purchased by you as a result of direct marketing of the Services by Cell C or its duly authorised representatives.

Replacements and Refunds. If you have activated the Services but are unable to use them due to an error or omission on the part of Cell C, or because Cell C has decided to retire the Service, we will either provide a replacement Service or refund an amount equal to the price of the Service you have purchased in full, at your option. This is, however, subject to the following:

  1. You must have submitted a refund request within 30 days of the issue giving rise to your claim arising.
  2. Cell C was not able to restore your ability to access and use the purchased Services within 10 days of receipt of your refund request.
  3. You have cooperated with our efforts to resolve any issues you were experiencing with accessing or using the Services.

Where you have partially consumed the credit for the Services that you are requesting a refund for, we will only refund an amount equal to the unused portion of the Services.

No refund/replacement. You will have no right to a refund or replacement of the Services in any other situation.

How to apply for a Refund. You can submit a refund request to our support team either by emailing InternationalRoamingIssues@cellc.co.za or by using any of our contact channels (https://www.cellc.co.za/cellc/contact-us). Our support team may ask you to provide further information to support your refund request, such as screenshots of the device settings. Where a refund is due to you, please note that it can take a credit to your original payment method up to 30 business days to arrive with you.

Unauthorized purchases. If you suspect any unauthorised purchases have been made with your account, you must notify our support team immediately at InternationalRoamingIssues@cellc.co.za. Cell C reserves the right to suspend any account associated with fraudulent activity. Whether a refund is payable is at the sole and reasonable discretion of Cell C.

Incorrect charges. If you believe that you have been charged an incorrect amount for Services that have been provided by Cell C, please contact our support team within 30 days of having incurred such charge, providing details as to why you believe the invoiced amount is incorrect. We will then investigate. Whether a refund is payable shall be at the sole discretion of Cell C.