Money left your wallet but you got no data? Don't buy again. Call 0202699110 or WhatsApp us with your mobile money transaction ID. Most of these cases are a delayed confirmation and resolve automatically within 30 minutes. If it doesn't, we credit you manually — you will not lose the money.
1. Scope
This policy explains when The Cloud Network Limited refunds or credits money paid for our services. It covers prepaid data bundles, hotspot purchases, monthly packages, account top-ups, and installation fees. It sits alongside our Terms of Service.
2. Failed and stuck mobile money payments
This is the most common situation, so we deal with it first.
2.1 Money debited, service not delivered
Mobile money confirmations sometimes reach us a few minutes after your wallet is debited. If your payment succeeded but your data or package has not appeared:
- Wait 30 minutes. Our system re-checks pending payments automatically every few minutes and most cases resolve without any action from you.
- Do not pay again. A second payment creates a second charge that then has to be refunded separately.
- If it is still missing after 30 minutes, contact us with your mobile money transaction ID, the number you paid from, the amount, and the approximate time.
We will trace the transaction and, where the payment reached us, credit your account in full. We aim to resolve these within 24 hours of you reporting them, and no later than 5 working days.
2.2 Money debited, payment never reached us
Occasionally a wallet is debited but the transaction fails on the mobile network operator's side and never settles to us. In that case we have no funds to refund and the reversal must come from your operator. We will give you the transaction reference and evidence you need to pursue it, and will help you raise it with MTN, Telecel, or AirtelTigo.
2.3 Paid twice by mistake
Where you have been charged twice for the same purchase, tell us and we will either credit the duplicate amount to your account balance for future use, or refund it to your mobile money wallet — your choice.
3. Data bundles and hotspot purchases
| Situation | Outcome |
|---|---|
| Bundle paid for but never activated | Full credit or refund |
| Wrong bundle bought by mistake, none of it used | We will swap it for the correct bundle if you contact us within 24 hours |
| Bundle activated and partly or fully used | Not refundable |
| Bundle expired with unused allowance | Not refundable — expiry terms are shown at the point of purchase |
| Allowance consumed by a fault on our network | We investigate and restore the incorrectly consumed allowance |
If you believe your data ran down faster than your actual usage, tell us. We can check your session records against your allowance, and where our records show an error on our side we will restore the difference.
4. Monthly packages
- Prolonged outage. Where a fault on our network leaves you without service for more than 48 consecutive hours, and the cause is within our control, we will extend your package by the number of full days lost. Ask us — we also apply this proactively where we can identify affected accounts.
- Cancellation mid-month. Monthly packages are prepaid for a 30-day period and are not refunded pro rata if you cancel partway through. Your service runs to the end of the paid period.
- Suspension for non-payment does not create a refund entitlement.
Outages caused by events outside our control — national grid failure, damage to upstream or submarine infrastructure, theft or vandalism of equipment, extreme weather — do not attract a credit, though we will always tell you what happened.
5. Installation and equipment
- Site survey fails. If we cannot deliver an acceptable signal to your premises, we refund the installation fee in full.
- You cancel before installation. Full refund, less any cost we have already incurred on materials specific to your site.
- Installation completed. Installation fees are not refundable once the work is done and the service is live, since the labour and materials have been consumed.
- Faulty equipment we supplied. Replaced free of charge. Equipment failure from misuse, tampering, power surge without protection, lightning, or theft is not covered.
- Equipment sold outright to you. Manufacturer warranty terms apply; we will handle the warranty claim on your behalf.
6. Account credit balances
Money held as credit on your account can be used against any of our services at any time. Credit balances do not expire while your account is active. If you close your account with a credit balance of GHS 10 or more, you may request payout to your registered mobile money number within 90 days of closure.
7. How to request a refund
Contact us by phone, WhatsApp, or email with:
- Your account username or the phone number registered to the account
- The mobile money transaction ID
- The amount and the date and approximate time of payment
- A short description of what went wrong
Contact: 0202699110 | 0244601933 | WhatsApp | info@cloudghana.com
8. Timelines
| Stage | Target |
|---|---|
| We acknowledge your request | Within 2 working days |
| We investigate and decide | Within 5 working days |
| Account credit applied | Same day as the decision |
| Refund to mobile money wallet | Within 10 working days of the decision |
Refunds are returned to the mobile money number the payment came from. We cannot refund to a different number.
9. If you disagree with our decision
Ask for the matter to be escalated by emailing info@cloudghana.com with "Refund escalation" in the subject line. If you remain dissatisfied, you may refer the complaint to the National Communications Authority.
10. Changes to this policy
We may update this policy. The version published on this page at the time of your purchase is the one that applies to that purchase.