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Refund Policy

At Call Zim, we want to keep you connected to home without the headache. Because we deal in digital airtime and calling minutes, our policy is designed to be clear and transparent.

1. The General Rule

Because our calling plans and airtime bundles are digital products that are available for use immediately upon purchase, they are generally non-refundable once the balance has been partially used or the subscription period has begun.

2. When You ARE Eligible for a Refund

We believe in fairness. You can request a full or partial refund in the following scenarios:

  • Technical Failure: If a technical glitch on our end (or our carrier’s end) prevents you from making calls or receiving your airtime bundle, and we cannot fix it within 48 hours.
  • Duplicate Billing: If you were accidentally charged twice for the same bundle or subscription due to a system error.
  • The 14-Day Cooling Off Period: Under UK law, you have the right to cancel a digital subscription within 14 days of purchase ONLY IF you have not used any of the minutes or airtime. Once you make your first call, this right is waived.

3. When We Cannot Offer a Refund

To keep our rates low for everyone, we cannot offer refunds for:

  • Wrong Number Dialed: If you accidentally top up the wrong phone number in Zimbabwe.
  • Change of Mind: If you decide you no longer want the bundle after it has been delivered.
  • Poor Connection (External): If the recipient in Zimbabwe has poor signal or their phone is switched off.
  • Policy Violations: If your account is suspended for fraudulent activity or breach of our Terms of Service.

4. Subscription Cancellations (The Kumusha Plan)

You can cancel your Kumusha Plan subscription at any time through your account settings.

  • Cancellation: You will continue to have access to your remaining minutes until the end of your current billing cycle.
  • No Pro-Rata Refunds: We do not offer partial refunds for "unused days" in a month.

5. How to Request a Refund

If you believe you are eligible for a refund:

  1. Email our support team at admin@callzim.co.uk
  2. Include your Account Email and the Transaction ID from your Stripe receipt.
  3. Briefly explain the issue.

Note on Processing: Approved refunds are processed via Stripe. It usually takes 5–10 business days for the funds to appear back in your bank account or on your card.

6. Small Print for the Diaspora

We use the Public Switched Telephone Network (PSTN) to connect your calls. While we strive for 100% uptime, international telecommunications can occasionally be affected by local conditions in Zimbabwe (such as power outages). We appreciate your patience as we work with local carriers to maintain quality.