Refund policy

1. General principle

Wawaw is a transactional video-on-demand service (TVOD). You buy tokens, then you unlock content with those tokens. This policy sets out when a refund is possible and how to request one.

It supplements the Terms of use (section 4) and applies to all purchases made on Wawaw Sénégal, whether paid by Wave, Orange Money, phone credit or bank card.

2. Unused tokens

A token balance bought but never spent can be refunded on request within 14 days of the purchase date, provided no token from the batch concerned has been consumed.

• The refund is issued to the original payment method.
• Any transaction fees charged by the payment provider are not refundable.
• After 14 days, tokens remain usable until they expire (90 days after purchase) but are no longer refundable.

3. Tokens already consumed

A token spent to unlock content is considered consumed: one playback equals one consumption. On-demand content is not refundable once viewing has started, in accordance with the law applicable to digital content supplied immediately.

4. Technical fault attributable to Wawaw

If purchased content is inaccessible or defective for a reason attributable to us (file error, faulty player, prolonged service outage), you are entitled to a token credit or a refund, at your choice.

• The request must be made within 48 hours of the incident.
• An issue related to your network connection, your device or your internet provider does not give rise to a refund.

5. How to request a refund

Send an email to w.connect@onwawaw.comwith the subject "Refund request", stating:

• the email address or phone number linked to your account;
• the date and amount of the purchase concerned;
• the reason for the request.

We acknowledge receipt within 24 to 48 business hours. When a refund is granted, it is processed within 5 to 10 business days. The time for the funds to reappear then depends on your bank or your mobile money operator.

6. Diaspora payments and right of withdrawal

For users residing in the European Union, the 14-day right of withdrawal applies to unused tokens. In accordance with digital content regulations, this right is extinguished for a given piece of content as soon as its viewing has begun, with your express consent and your acknowledgement of the loss of the right of withdrawal for that content.

7. Payment disputes and chargebacks

If you notice a charge you do not recognise, contact us first at w.connect@onwawaw.com: the vast majority of cases are resolved faster this way than through a bank dispute.

Any chargeback opened without contacting us beforehand may result in the temporary suspension of the account concerned while the case is investigated. Accounts subject to repeated abusive chargebacks may be closed.

8. Contact

For any question regarding a refund: w.connect@onwawaw.com. Wawaw Sénégal, Dakar, Senegal, RCCM SN DKR 2024 A3530.