1. Overview

This Refund & Cancellation Policy explains the circumstances under which customers may request cancellation, return or refund for products and services purchased from SpaceX Africa.

This policy should be read together with our Purchase Terms & Conditions , the applicable quotation, invoice, order confirmation and any specific written agreement issued for a transaction.

2. Order Cancellations

Cancellation requests must be submitted to SpaceX Africa in writing as soon as possible.

A cancellation request does not automatically guarantee a refund. The applicable outcome depends on the stage of fulfilment and costs already incurred in connection with the order.

• Orders that have not yet entered procurement, activation, dispatch, importation or other fulfilment activities may be eligible for cancellation subject to review.
• Once procurement, customization, activation, dispatch, importation or other fulfilment activities have commenced, cancellation may result in deductions for costs already incurred.
• Specially procured, customized or otherwise committed products may be subject to specific cancellation conditions.

3. Refund Eligibility

Where a refund is applicable, SpaceX Africa will assess the request based on the circumstances of the transaction and the applicable terms.

A refund may be considered where, for example:

• SpaceX Africa is unable to fulfil a confirmed order and no alternative product or solution is accepted by the Customer.
• An eligible order is successfully cancelled before relevant fulfilment activities have commenced.
• A product is confirmed to be defective and the applicable remedy requires a refund.
• A refund is otherwise required under the applicable agreement or mandatory law.

4. Product Returns

Products returned due to a change of mind may only be accepted where SpaceX Africa has expressly agreed to the return and the product remains eligible for return.

Where a return is approved, the product should generally be returned complete and, where applicable, with:

• Original packaging
• All supplied accessories
• Documentation and manuals
• Components supplied with the original order
• Proof of purchase

Customers should not send products back without receiving return instructions or authorization from SpaceX Africa.

5. Starlink Equipment & Subscriptions

Starlink equipment and subscriptions are subject to the applicable commercial, technical and service policies of the underlying service provider.

SpaceX Africa does not guarantee that a particular Starlink plan, roaming service or equipment model will remain available or authorized in every country or territory.

Subscription payments may therefore be subject to the refund and cancellation policies of the underlying service provider.

For Starlink equipment warranty matters, SpaceX Africa may assist the Customer in communicating with the relevant manufacturer or supplier where applicable.

6. Installation & Technical Services

Installation, site survey, configuration, network setup and other technical services are subject to the scope stated in the relevant quotation or invoice.

• Where a service has already commenced or a technician has been dispatched, applicable service charges may become payable.
• Additional work outside the agreed scope may attract additional charges.
• Where a site survey has already been completed, the applicable site survey charge may be non-refundable unless otherwise agreed in writing.
• Where a site survey fee is stated to be redeemable against a subsequent installation or project, the applicable credit will be handled according to the quotation or agreement issued to the Customer.

7. Shipping & Delivery

Estimated delivery dates are provided in good faith and are not guaranteed unless expressly agreed in writing as a guaranteed delivery commitment.

International shipments may involve customs clearance, inspections, import permits, regulatory approvals, taxes, duties and other government or logistics requirements.

Where additional costs have already been incurred because of shipping, customs, storage, handling, importation or other logistics activities, such costs may be considered when assessing a cancellation or refund request.

8. Damaged, Defective or Incorrect Products

Customers should inspect products upon delivery and notify SpaceX Africa as soon as reasonably possible if:

• The product received is damaged.
• The wrong product was delivered.
• Components or accessories are missing.
• There is another material discrepancy with the order.

SpaceX Africa may request photographs, videos, delivery documentation, serial numbers, proof of purchase or other information required to assess the issue.

Where a product is confirmed to be defective under the applicable warranty, the available remedy may include repair, replacement, refund or another remedy provided by the manufacturer or applicable law.

9. Refund Processing

Once a refund has been approved, SpaceX Africa will process the refund using the original payment method where practicable.

The time required for funds to reflect in the Customer’s account may depend on the bank, payment processor or other payment service provider.

10. Items & Services That May Not Be Refundable

Unless otherwise agreed in writing or required by applicable law, the following may not be refundable once provided, activated or commenced:

• Completed site surveys.
• Installation services already performed.
• Configuration and technical services already provided.
• Activated subscriptions or third-party services.
• Customized or specially procured products.
• Products damaged through customer misuse, negligence or unauthorized modification.
• Delivery, handling or other costs already incurred.

11. How to Request a Refund or Cancellation

Refund and cancellation requests should be submitted in writing using the official SpaceX Africa contact details.

Please provide the following information:

• Customer name or company name
• Order number or invoice number
• Product or service purchased
• Date of purchase
• Reason for the request
• Relevant supporting documents or photographs, where applicable

12. Customer Rights

Nothing in this Refund & Cancellation Policy is intended to limit any mandatory consumer rights or remedies provided by applicable law.

Where applicable law provides a mandatory right to a refund, replacement, cancellation or other remedy, those legal rights will apply.

13. Related Policies

This policy should be read together with the SpaceX Africa Purchase Terms & Conditions and any applicable quotation, invoice or service agreement.