1. Your rights under the law

If goods are faulty, not as described, or not fit for a purpose you told us about, the Sale of Goods and Supply of Services Act gives you rights to a repair, replacement, price reduction or refund. Customers who order electronically, for example by WhatsApp, e-mail or online, also have cancellation rights under the Electronic Transactions Act. This page is written to give you at least those rights. Where the law gives you more, the law applies. We give the change-of-mind right in section 2 to every customer, including those who buy at our office.

2. Changing your mind about equipment

You may return equipment you bought from us within 7 days of the day you received it, for any reason.

If you ordered by WhatsApp, e-mail or online and the law gives you longer to cancel, for example because information it requires was missing when you ordered, you have that longer period.

• Return it with all its parts and cables, and the original packaging if you still have it.
• Do not damage it beyond what was needed to unpack, inspect and try it. If it comes back damaged beyond that, or with parts missing, we tell you the amount and the reason in writing. For an order made at our office, we may deduct it from your refund. For an order made by WhatsApp, e-mail or online, we refund in full, less only the direct cost of returning the item, and we may claim the loss from you separately.
• A Starlink kit that has been activated can still be returned within the period. We take it off the Starlink account it is on, with your help if the account is yours; this ends the Starlink service on that kit.
• We refund the price of the item and the delivery charge you paid for it. You pay only the direct cost of returning it to us. If you prefer, we collect it and deduct that direct cost, which we tell you first.

What change of mind does not cover. You cannot return the following just because you changed your mind. If any of them is faulty, you are still covered:

• Services we have already carried out at your request. These are installation work, and internet service already used. If we installed equipment at your request within the 7 days, you can still return the equipment. The installation charge, and the internet service you have used, are not refunded, except where the law gives you a cancellation or refund right that cannot be excluded. Your quotation shows the price of each. Where they are part of a package price, we tell you before you pay how much of it is for installation and for the first month.
• Goods made or cut to your specification, such as cable cut to length, or a pole or bracket made for your site.
• Materials that cannot be returned because they have been built in, such as cable run through your walls.

3. Faulty, damaged or wrong items

Tell us as soon as you notice a problem. If an item was damaged in delivery or is not what you ordered, or is faulty when it arrives or within 7 days of delivery, or of installation if later, we arrange collection or exchange at our cost, and you choose a replacement or a full refund. For a fault after that, our Warranty Policy and your legal rights apply, including any right you still have to reject a faulty item. Asking us to repair an item does not take away that right.

4. Cancelling an order before delivery

You may cancel an order at any time before we dispatch it, and we refund everything you paid. If it is already on its way, you can refuse it on delivery or return it under section 2.

5. Cancelling an installation

For a Starlink installation, the Installation Terms you accept for your job set out these rules. We apply the same rules to other installation work:

• Cancel before the technician has been sent out: no installation or transport charge.
• Cancel after the technician has been sent out but before work starts: the transport charge shown for your job, if there is one, may be payable, subject to any cancellation right the law does not allow us to exclude.
• After work has started: you pay the charges agreed for the job. This does not take away any right to cancel or to a refund that the law gives you and that we cannot exclude.

6. Cancelling a monthly plan

Monthly plans have no fixed term and no cancellation fee. Your service continues until the end of the month you have already paid for. We do not refund the unused part of a month that has started, except for a billing mistake, a service credit under section 11 of our Terms of Service, an interruption under section 15 of those terms, or where the law requires it. Whole months paid in advance and not yet started are refunded. Equipment that belongs to us must be returned (section 9 of the Terms of Service). Flex packages and other packages with a minimum term follow their own written agreement. Whether you agreed one at our office or by WhatsApp, e-mail or online, you may still cancel it within 7 days of receiving the kit, on the same terms as a change-of-mind return under section 2: you return the kit as section 2 describes, and we refund what you paid, less only what section 2 allows, except for installation work and internet service already provided at your request.

7. How refunds are paid

• We pay within 14 days of receiving the returned item. Where nothing needs to be returned, we pay within 14 days of the day you cancel, or of the day we agree that a refund is due for another reason, such as a billing mistake. If you ordered by WhatsApp, e-mail or online and cancel within the 7 days, your refund is always paid within 30 days of the day you told us you were cancelling.
• We refund the amount due, including VAT, and issue a credit note for it. We deduct only what section 2 allows, and we tell you the amount in writing.
• Refunds go back by the method you paid with:
  • Airtel Money refunds go to the number that paid.
  • Bank refunds go to an account in the payer's name, or to an account you give us in writing.
  • Cash payments are refunded in cash at our office when you show your receipt and ID, or by Airtel Money or bank transfer if you ask.
• We pay any charge for sending the refund. We do not charge a refund or restocking fee.

8. How to return something

1. Contact us on WhatsApp +256 705 993 348, by e-mail at info@dishnetafrica.com, or at our office. Give your name and receipt or invoice number. We give you a return reference.
2. Bring the item to our office, or send it the way we agree. Upcountry we use a parcel service or collect it.
3. We check the item within 2 working days (Monday to Friday, except public holidays in Uganda) of receiving it and tell you the result.
4. If we cannot accept a return, we explain why in writing and send the item back to you at our cost. You can take the matter further through our Complaints process.