Onefibre LTD Refund Policy
Last Updated: 18 November 2025
1. Introduction
At Onefibre LTD, we are committed to providing reliable and high-quality internet services. This Refund Policy outlines the circumstances under which refunds may be issued and applies to all services and products provided by Onefibre LTD. By subscribing to our services, you agree to the terms outlined in this policy.
2. General Billing Principle
Our internet access, and other recurring services are billed one month in advance. Payment for the upcoming month’s service is a condition of continued access.
3. Refund Eligibility by Service Type
a) Fibre & Wireless Internet Plans
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Recurring Month-to-Month Services: We do not provide pro-rata refunds for early cancellation within a paid billing month. If you cancel your service on the 15th of a 30-day month, your service will remain active until the end of your billing cycle (the 30th), but you will not receive a refund for the unused 15 days.
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Activation/Setup Fees: These are one-time, non-refundable fees that cover the cost of provisioning and activating your service.
b) Hardware & Equipment (Routers, ONTs, etc.)
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Unopened & Unused: Hardware returned in its original, sealed packaging within 14 calendar days of purchase may be eligible for a full refund.
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Faulty Equipment: If hardware is Dead on Arrival (DOA) or fails due to a manufacturing defect within the warranty period, it will be replaced or repaired at our discretion. A refund will not be issued for faulty hardware under warranty unless a replacement is unavailable.
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Opened & Used: Once hardware has been opened and used, it is not eligible for a refund unless it is faulty and covered under warranty.
c) Pre-Paid Vouchers
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Customers cannot cancel any activated prepaid voucher/s.
- Customers can expect a 75% refund of an unused voucher/s. Such refund can be requested via whatsapp customer line on 0813414599 or via email to accounts@onefibre.co.za
4. Service Credits for Downtime
Instead of refunds for service interruptions, Onefibre LTD may issue Service Credits in accordance with our Service Level Agreement (SLA).
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To qualify for a credit, the outage must be confirmed by our network monitoring and reported by you via a support ticket.
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Credits are calculated based on the duration of the confirmed outage as a proportion of your monthly service fee.
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Service Credits are applied to your future invoices and are not paid out as cash refunds.
Please refer to our full SLA for detailed terms and conditions regarding service credits.
5. Cancellations & 20-Day Notice Period
To cancel your service and avoid being charged for the next billing cycle, you must provide a minimum of 20 calendar days’ written notice before your next invoice date. Cancellation requests must be submitted through the “My Account” portal on our website or via email to accounts@onefibre.co.za. Cancellations received with less than 20 days’ notice will result in a final invoice for the following month.
6. How to Request a Refund or Service Credit
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Submit a Request: All refund or credit requests must be submitted in writing by:
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whatsapp: Sending a whatsapp message to “0813414599“.
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Email: Sending a detailed request to
accounts@onefibre.co.za.
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Provide Details: Include your service number, customer name, address and supporting evidence (e.g., photos of unopened hardware, voucher slip or proof of payment).
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Assessment: Our billing team will assess your request against the criteria in this policy and respond within 5-7 business days.
7. Billing Errors
If you believe a billing error has occurred, please contact us within 30 days of the invoice date. We will promptly investigate and, if an error is found, issue a full refund or credit for the incorrect amount.
8. Changes to This Policy
Onefibre LTD reserves the right to modify this Refund Policy at any time. Changes will be communicated via email and posted on our website. The “Last Updated” date at the top of this policy will reflect the most recent version.
9. Contact Us
If you have any questions about this Refund Policy, please contact our billing department:
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Email:
accounts@onefibre.co.za -
Phone: [0878085426]
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Hours: [Mon-Fri, 8:00 AM – 5:00 PM]