Important
Delivery estimates are not guaranteed completion times. Network conditions, provider maintenance and verification requirements may cause delays.
1. Overview
Eshop Datamax provides technology that allows customers to purchase supported digital products and services through individual seller stores.
This policy applies to data bundles, result-checker vouchers, AFA registration and other approved digital services offered through the platform.
Customers should first contact the seller whose store was used for ordinary order, delivery or refund enquiries.
2. Expected Delivery Timeframes
Delivery may take longer during network congestion, provider downtime, scheduled maintenance, public holidays, unusually high demand, verification delays or incomplete customer information.
3. Understanding Order Statuses
Pending
The order has been created but payment or processing may not yet be fully confirmed.
Paid
Payment has been confirmed and the order is waiting for fulfilment.
Processing, Awaiting or Validating
The order is still active and may be waiting for a network, provider or verification step. These statuses do not automatically mean the order has failed.
Delivered or Completed
The platform or provider records show that the product or service was delivered or completed.
Failed
The order could not be completed. A review may be required before a refund or retry is approved.
4. Delayed Orders
A delayed order is not automatically refundable where the transaction remains valid and delivery is still expected.
Customers should allow the normal delivery period and any additional time reasonably required during a known network or provider interruption.
Where an order is still marked as processing, awaiting or validating, support may ask the customer to wait while the provider completes or confirms the request.
Customers should avoid placing repeated orders for the same receiver number and package while an earlier order is still being processed.
5. When a Refund May Be Considered
A refund or reversal may be considered where investigation confirms that:
- payment was successful but no valid order was created;
- the same transaction was charged more than once;
- the order permanently failed and cannot reasonably be retried or fulfilled;
- the selected product became unavailable before delivery;
- a result-checker voucher was not issued and no usable credentials were exposed;
- a provider or platform error caused the transaction to fail; or
- another confirmed operational error makes a refund the appropriate remedy.
6. Non-Refundable Cases
Refunds are generally not available for:
- successfully delivered data bundles;
- issued or revealed result-checker credentials;
- orders delivered to a receiver number entered by the customer;
- a change of mind after payment or processing begins;
- temporary network delays where the order remains active;
- delayed AFA registration where verification is still ongoing;
- incorrect customer names, Ghana Card details, location or registration information;
- airtime debt or receiver-account conditions outside platform control; or
- transactions affected by a customer's device, connectivity or payment-method problem where payment was not confirmed.
7. Wrong Receiver Numbers
Customers must carefully review the receiver number before confirming payment.
Where a data bundle or other digital product is successfully delivered to the number entered by the customer, the order generally cannot be reversed, moved to another number or refunded.
The platform confirmation screen is provided to help the customer review the receiver number, package, quantity and other order details before payment.
8. Result-Checker Vouchers
Result-checker serial numbers and PINs are sensitive digital credentials.
Once valid credentials have been issued or displayed, the purchase is generally non-refundable because the credentials may already have been copied, viewed or used.
Customers must keep voucher details confidential and should report an allegedly invalid voucher promptly with the order reference and complete voucher details for provider review.
A refund may be considered only where investigation confirms that no valid voucher was issued or the provider supplied unusable credentials.
9. AFA Registration
AFA registration requires accurate customer information and may involve external verification.
Customers should allow at least 24 hours. Processing may take longer where verification, network or provider review is required.
Incorrect names, Ghana Card details, phone numbers or locations may delay or prevent registration.
A refund may be considered where the registration cannot be completed and the failure is not caused by inaccurate information provided by the customer.
10. Refund Investigation Process
Before approving a refund, the seller or platform may review:
- the order reference;
- the payment reference and payment status;
- the receiver number and selected product;
- provider delivery records;
- transaction and system logs;
- voucher issuance information;
- screenshots or customer evidence where relevant; and
- any information required by the payment or fulfilment provider.
Customers may be asked to provide a complete screenshot, transaction receipt or other evidence needed to verify the claim.
A refund request does not guarantee approval. The outcome depends on the evidence and confirmed transaction status.
11. How Approved Refunds Are Issued
An approved refund may be returned through the original payment method, seller wallet, Mobile Money or another reasonable method selected for the transaction.
Processing time may depend on the payment provider, bank, Mobile Money operator or the nature of the refund.
Payment-processing charges may be non-refundable where they were charged and retained by a third-party payment provider, unless applicable rules require otherwise.
Where an order can still be completed, the available remedy may be delivery or retry rather than a cash refund.
12. How to Request Support
Contact the seller first
Customers should contact the seller whose store was used. The seller's support details may appear on the store page, receipt or order communication.
Include the order reference, receiver number and a clear description of the issue.
Do not publicly share result-checker PINs, payment authentication details or other sensitive credentials.
Changes to This Policy
We may update this policy when delivery methods, products, providers, payment systems or operational practices change. The revised policy will display an updated date.