When something does not go to plan.
Last updated: 21 September 2026 · Katora Tech
Request help
Email info@katora.co.za with your transaction reference, date, amount and a description of the issue. For goods, include photos where useful. Do not send your PIN, password, full card number or one-time password. Katora Tech handles PayMart support enquiries at the business address in the footer.
Failed, pending or duplicate transactions
A pending payment is not necessarily a failed payment. We investigate provider and transaction records before confirming the outcome. If we confirm a duplicate debit or that a paid product was not delivered, we will reverse or refund the affected amount and any associated fee charged for the failed transaction, subject to applicable law. Contact us before repeating a pending payment.
Prepaid products and bill payments
Check the destination number, meter or account carefully. Successfully delivered airtime, data, electricity tokens, vouchers and bill payments may not be technically reversible. We will check available recovery options with the provider. This is not a blanket no-refund rule: defective, incorrect or undelivered services and statutory cancellation rights will be assessed under applicable law.
Goods, food and cancellations
Contact us promptly about missing, damaged or incorrect orders. Where the Consumer Protection Act applies to defective goods, its remedies, including the applicable six-month protection, remain available. Cooling-off rights under electronic-transactions law apply where the transaction qualifies; exceptions can apply to perishables and services begun with your consent. We do not treat all purchases as exempt.
Refund method and timing
Approved refunds normally return to the original payment method, unless another lawful method is agreed. Bank or provider processing affects when funds appear. We will communicate the outcome and expected timing, and comply with applicable statutory deadlines. Where the statutory electronic-transactions cooling-off right applies, eligible refunds are due within 30 days of cancellation. No discretionary handling fee will reduce a refund where prohibited by law.
Consumer rights
This policy does not limit rights under the Consumer Protection Act or Electronic Communications and Transactions Act. If you disagree with our response, ask us to review it; you may also approach a competent consumer authority, ombud or court.
Consumer rights: Consumer Protection Act · Electronic Communications and Transactions Act