Refunds and Compensation

When money comes back - for a customer who paid and did not get online, and for an operator paying for the platform.

Last updated 3 October 2026

Short version. If a payment goes through and the data does not, you get the data or the money back. If an outage cost customers time they had paid for, the operator can give it back from the platform, and we do not charge for that.

1. If you paid and did not get online

Contact the operator whose WiFi you bought, or us if you cannot reach them. We can see every payment and every session against it, so the question of whether a payment arrived and whether access was granted is a matter of record, not of argument.

Payment taken, access not granted. The access is granted, or the payment is refunded in full. A payment that we can see and you cannot use is our problem to fix.
Payment failed but money left your wallet. Mobile money providers sometimes debit and then reverse. If the reversal does not arrive within 24 hours, tell us the reference and we will trace it.
Charged twice for one purchase. The duplicate is refunded. Give us either reference.

2. Data already used

A bundle that has been used is not refundable, in the same way an airtime bundle is not. If you believe the meter is wrong, say so - we hold the session records and will check them against what you were charged, and we will correct any error we find.

3. If the network was down

Where an outage interrupted service that customers had already paid for, the operator can compensate them through the platform: it works out who was affected and how much time or data they lost, and the operator confirms it. Compensation is given as time or data, not cash, and ANS Network charges the operator nothing for it.

4. Operators paying for the platform

Plan fees are charged monthly in advance and are not refundable in part if you stop mid-month.
Platform wallet. Money you have topped up and not yet spent can be returned on request, less anything already charged.
Messages are charged only when sent. A failed send is refunded to your wallet automatically.
A charge you think is wrong. Every charge is itemised in your wallet ledger with what it was for. Raise it and we will check it.

5. How long it takes

We answer refund requests within 2 working days. Where money has to come back through a payment provider, their timelines apply - usually 1 to 5 working days for mobile money in Ghana.