Refunds & Complaints

1. Our promise on refunds

Our starting point is simple: if we charged you money we should not have, or you paid and did not get what you paid for, we make it right — quickly, and back to the same mobile money number that paid.

2. When we refund in full, without argument

You were charged twice for the same subscription. The duplicate payment is refunded as soon as we see it or you report it.

You paid, access did not open, and we could not fix it. Almost always we simply open your access — activation is automatic, and payment problems usually resolve within hours. But if we cannot deliver what you paid for, you get your money back.

You were charged the wrong amount. We refund the difference.

3. When the service goes down

If premium is unavailable for more than 24 hours because of a problem on our side, we add the lost days to your subscription. You never lose paid days to our downtime.

4. How refunds are paid

Refunds go to the same mobile money number that made the payment, within 7 working days of our decision — usually much faster. We confirm by message when the refund is sent.

5. What we do not refund

The unused part of a month when you simply stop using G12 Titan, and payments on accounts closed for serious breaches of our Terms of Use.

Nothing in this policy reduces any right you have under the laws of Zambia, including the Competition and Consumer Protection Act.

6. How to complain

If something is wrong, tell us — we want to know. Email support@g12titan.com. For payment problems, include the reference number shown on your payment screen — it lets us find your payment in seconds.

7. What we promise

• We acknowledge every complaint within 24 hours.
• Payment problems are resolved within 5 working days. Most are fixed the same day.
• Everything else — content, account, or service complaints — is resolved within 14 days, and if something needs longer we tell you why and when.
• We keep you informed until your complaint is closed. You will never be left wondering.

8. Think an answer is wrong?

We take that seriously — verified answers are the whole point of G12 Titan. Send us the question and we will re-check our working against official marking standards. If we were wrong, we correct it and thank you.

9. If you are not satisfied

If you are not happy with how we handled your complaint, you may contact the Competition and Consumer Protection Commission (toll-free 5678, www.ccpc.org.zm). For problems with the mobile money transfer itself, contact your network first (MTN 111, Airtel 111, Zamtel 111), and after that the Bank of Zambia.