Refund, Cancellation & Delivery Policy
Complete policy documentation for digital wallet services, refunds, cancellations, and electronic delivery.
Last updated: June 2025
The purpose of the e-commerce facility is to allow users to fund their wallet balance in order to access digital platform services.
Our platform enables users to securely top up their digital wallet, which serves as stored-value credit for accessing various digital services provided through our platform. All transactions are processed electronically and funds are credited directly to the user's wallet balance.
All services are delivered electronically. Delivery is completed when the user's wallet balance is credited after successful payment confirmation.
Delivery Process:
- User initiates a wallet top-up payment via available payment methods
- Payment is processed and verified by our payment systems
- Upon successful payment confirmation, wallet balance is credited instantly (for card payments) or within processing times (for EFT)
- User receives confirmation of successful delivery via account dashboard and/or email notification
- Digital services become accessible immediately upon wallet credit
No Physical Delivery
Users may cancel the use of services at any time by discontinuing platform access. As services are digital and delivered immediately via wallet credit, cancellations apply only before wallet balances are used.
Cancellation Terms:
Account Cancellation
Users may request account closure at any time by contacting support. Remaining verified wallet balances may be withdrawn subject to our withdrawal policy.
Service Access Cancellation
Users can discontinue using platform services at any time without notice or penalty.
Payment Cancellation
Payments in progress cannot be cancelled once initiated. For EFT payments not yet processed, users should contact their bank directly.
Unused Balance
Wallet balances that have not been used for platform services may be eligible for withdrawal, subject to verification requirements.
Refunds may be considered in cases of duplicate payments, incorrect amounts, or verified processing errors, subject to compliance checks. Used wallet balances are not refundable.
Refunds May Be Approved For:
- Verified duplicate payments (same amount processed twice in error)
- Technical errors resulting in incorrect charge amounts
- Unauthorized transactions with valid supporting documentation
- Failed transactions where funds were debited but not credited to wallet
Refunds Will Not Be Issued For:
- Change of mind after successful wallet top-up
- Unused wallet balance requests without valid reason
- Requests lacking proper documentation or proof of payment
- Funds already used for platform services (used wallet balances)
Refund Processing
Withdrawals are processed within 24–72 hours to accounts held in the same name as the registered user, subject to verification.
Processing Time
24 - 72 Hours
Standard processing time for withdrawal requests
Payout Method
Bank Transfer
Direct to your verified bank account
Withdrawal Requirements:
Same-Name Accounts Only
Withdrawals can only be processed to bank accounts registered in the same name as your verified Toscan account.
Account Verification Required
Full KYC verification must be completed before withdrawal requests can be processed.
Minimum Withdrawal Amount
A minimum withdrawal amount of R100 applies to all withdrawal requests.
Valid Banking Details
Accurate and complete banking details must be provided. We are not responsible for delays or losses due to incorrect information.
All refund and withdrawal requests are subject to compliance review in accordance with applicable Anti-Money Laundering (AML) regulations and our internal security procedures.
Our Compliance Process Includes:
- Verification of account ownership and identity
- Review of transaction history for unusual patterns
- Confirmation of legitimate source of funds where required
- Adherence to regulatory reporting requirements
- Prevention of fraudulent or suspicious activity
Additional Verification
- 1
Contact Support
Email tscan_inv@mweb.com.na with your request.
- 2
Provide Details
Include your User ID, transaction reference, amount, and reason for the request.
- 3
Submit Documentation
Attach proof of payment or any supporting documents.
- 4
Await Review
Our team will review your request and respond within 2-3 business days.
E-commerce Purpose
Wallet funding for digital platform services
Delivery Method
Electronic wallet balance credit
Cancellation
Available before wallet balance is used
Refunds
For verified errors; used balances non-refundable