Refund Policy

Last Updated: 28 July 2026

This Refund Policy explains when Thumbeza Leasing (Pty) Ltd trading as Msaada ("we", "us", or "the Company") may refund, reverse, or otherwise adjust amounts paid through our website, Online Shop, client portal, or our payment partners. It should be read together with our Terms of Service.

In this policy, a credit agreement means the written agreement you enter into with us for a device or related product supplied on finance or instalment terms. This includes rent-to-own, rental, and other instalment arrangements under which deposits, weekly instalments, or other amounts become payable. Outright cash / Online Shop purchases that are paid in full at checkout are not credit agreements.

1. Scope

This policy covers:

• Outright cash / Online Shop purchases paid by card or other electronic means.
• Deposits and other one-off card payments made toward a credit agreement.
• Weekly instalments collected by debit order or, where applicable, another approved collection method.
• Failed, duplicate, or incorrectly processed electronic payments.

2. Online Shop and Cash Sales

• Cooling-off / returns: Subject to our Terms of Service, products may be returned within 7 days of delivery if they are unused, in original condition, and accompanied by all packaging and accessories.
• Defective goods: If a product is defective on delivery or covered under the applicable warranty, we will repair, replace, or refund in line with the Consumer Protection Act and the manufacturer's warranty terms.
• Approved refunds: Once we approve a refund for an Online Shop / cash sale, we will reverse the payment to the original payment method where possible. Card refunds typically reflect within 5-10 business days, depending on the card issuer and payment gateway.

3. Deposits on Credit Agreements

• A deposit paid by card reduces the amount financed under the credit agreement and is applied to your contract balance.
• Deposits are generally non-refundable once the agreement has been signed and the device has been delivered, except where required by law or expressly approved by us in writing.
• If a deposit payment is duplicated, overcharged, or processed in error, we will refund or reverse the incorrect amount after verification.

4. Weekly Instalments and Debit Orders

• Weekly instalments collected under a debit-order mandate are applied to amounts due under the credit agreement. Successful instalments are not ordinarily refundable simply because you later change your mind.
• If an instalment is collected in error (for example, after settlement, during an approved leave arrangement, or as a duplicate collection), we will investigate and reverse or credit the amount once confirmed.
• Bank or debit-order bounce fees charged by your bank remain your responsibility unless the bounce was caused by our error.

5. Failed, Declined, or Duplicate Card Payments

• A declined or failed card payment does not create a refundable receipt. Your bank may show a temporary authorisation that is later released by the card issuer.
• If you are charged twice for the same transaction, contact us with the payment reference, date, amount, and card last four digits. We will verify the gateway records and refund any confirmed duplicate.
• Validation / test charges of a trivial amount (for example R1) used only to confirm a card may be refunded once validation is complete.

6. How to Request a Refund

Email info@thumbeza.com or WhatsApp +27 63 291 9292 with:

• Your full name and contact number
• Order, contract, or payment reference
• Date and amount paid
• Payment method (card / EFT / debit order)
• Reason for the refund request and any supporting documents or photos

We aim to acknowledge refund requests within 2 business days and to complete approved refunds within 5-10 business days after verification. Complex cases (chargebacks, bank investigations, or incomplete returns) may take longer.

7. Chargebacks

If you raise a chargeback with your bank or card scheme, we may provide the bank with transaction evidence, including order details, delivery / handover records, and contract documentation. Raising a chargeback does not automatically cancel your contractual obligations where goods or services were lawfully supplied.

8. Non-Refundable Items

• Instalments already applied to amounts lawfully due under an active credit agreement
• Products returned incomplete, damaged by misuse, or outside the stated return window
• Third-party bank fees, FX fees, or card issuer fees outside our control
• Services already fully rendered, unless required otherwise by applicable South African law

9. Changes to This Policy

We may update this Refund Policy from time to time. The latest version will be published on this page with an updated "Last Updated" date. Continued use of our services after a change constitutes acceptance of the revised policy.

10. Contact Us

For refund enquiries, please contact: