Refund Policy

Refunds may be granted under the following circumstances:

• Device Not Delivered: If a customer has made payment but has not received the device within 7 working days of the agreed delivery timeline.
  
  
• Device Defect on Arrival: If the device is proven to be defective upon delivery and returned within 7 days.
  
  
• Incorrect Device Supplied: If the customer receives a different device than what was ordered.
  
  
• Duplicate Payment: In case of accidental double payment by the customer.
  
  
• Canceled Order (Pre-Delivery): If the customer cancels the order before device dispatch and no financing costs have been incurred.
  
  

Early Closure of Loan (Overpayment): Any excess funds paid beyond the outstanding balance may be refunded.

Refunds will not be issued in the following scenarios:

• Device damage after delivery caused by the customer (e.g., cracks, water damage)
  
  
• Request made after 7 days from delivery without valid claim
  
  
• Partial payment without delivery commitment and without cancellation
  
  

Device returned with missing accessories or box, unless otherwise agreed

Step 1: Request Initiation

• Customer initiates refund via the Pod mobile app, customer service hotline, or in-person agent
  
  
• Required information: Name, phone number, transaction ID, reason for refund, date of purchase
  
  

Step 2: Review & Verification

• Internal team verifies payment, delivery, and device status
  
  
• If needed, the device is inspected before refund approval
  
  

Step 3: Refund Approval & Payment

• Refund decision is communicated within 5 working days
  
  
• Approved refunds are processed via the original payment method (Mobile Money, bank transfer, or manual processing)
  
  

Refund may take 3–7 working days to reflect

Where applicable, refunds may be subject to deductions:

• Restocking Fee: 5–10% for returned devices that are opened but functional
  
  
• Processing Charges: Mobile money or bank fees where applicable
  
  
• Used Loan Days: If a financed device was used, interest may be deducted for the number of days the device was in use before refund
  
  

• Valid ID (used during KYC)
  
  
• Proof of payment (SMS receipt, bank statement, app screenshot)
  
  
• Device return confirmation (if applicable)

If a customer disagrees with a refund decision:

• They may escalate to Pod’s Customer Protection Officer via support@podgh.com
  
  
• Final decisions will be communicated in writing within 7 working days of escalation

This refund policy is subject to revision and will be reviewed annually or when business processes change significantly.

Contact Support
📞 0545 759 704
📧 support@podgh.com
🌐 www.podgh.com

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