Tell Akua in chat
Say what happened and include the recipient number. Akua re-checks the order with the provider first — most "missing" bundles are simply still in the delivery queue.
Akua Sells DataRefund Policy
Last updated 16 August 2026. Read together with our terms of service.
The short version
Data bundles and airtime are digital goods that are credited instantly and cannot be taken back. So we refund when the bundle did not reach the number you paid for — not when it reached it and you changed your mind. Where we can, we resend instead of refunding, because that is faster for you.
When you get a refund
- Payment succeeded on Paystack but no bundle or airtime was delivered within 24 hours.
- You were charged twice for the same order (the duplicate is refunded in full).
- The provider or network rejected the order and it cannot be re-sent.
- We delivered a different bundle size or a different network from what you approved in chat.
- We could not deliver at all because the bundle was out of stock or the provider was down.
When you do not
- A bundle that was successfully delivered to the number you supplied — including when that number turns out to be the wrong one. Electronic top-ups cannot be reversed by us, by Rema Data or by the network.
- Data you have already used, or data that expired because you did not use it within the network's validity window.
- Slow browsing, poor coverage or network faults on the recipient's line.
- Change of mind after delivery.
- Orders placed on a number that is barred, unregistered, out of service or on a different network from the one you chose.
Always double-check the recipient number when Akua reads it back to you. That single step prevents almost every dispute we see.
How to claim
We escalate to a human
If it is still unresolved, Akua raises a support ticket with your order reference and hands it to our external support team on WhatsApp.
We verify with the provider
We confirm the transaction status with Rema Data and the network. Verification usually finishes within 24 hours, and up to 72 hours when the network has to confirm on their side.
Resend or refund
Where possible we resend the bundle at no extra cost — that is the fastest fix. If it cannot be delivered, we refund to your original payment method.
Timelines
- Claims must be raised within 7 days of the order.
- Investigation: up to 72 hours.
- Approved refunds are sent back to the original payment method. Mobile money usually lands within 24 hours; card refunds take 5–10 working days depending on your bank.
- We do not refund to a different number, wallet or card from the one that paid.