The following terms apply to all online payments submitted to Alpha Direct Insurance Company (Pty) Ltd. ("Alpha Direct") by a customer and/or client ("You").
1. Refunds / disputes
a) Refunds. All online payments are generally processed within 24–48 hours. All payments are non-refundable and may not be cancelled once processed. If you wish to cancel a payment that has not yet been processed, you must — within 24 hours of submitting payment and during normal business hours — contact Alpha Direct by phone at 392 8264 and ask to speak to the accounts department, or visit our head office at 1st Floor, Bar 1, Botswana Innovation Hub, Block 8, Gaborone, to request cancellation. Alpha Direct will use reasonable efforts to cancel payments upon request, but cannot guarantee successful cancellation of a payment that has not yet been processed.
b) Disputes. If you dispute a payment, please contact Alpha Direct by phone during normal business hours within 24 hours of receiving notice of the payment (e.g. a payment confirmation email or notice). Alpha Direct will attempt to resolve your dispute within a reasonable period of time.
c) Approval. If a refund is approved, Alpha Direct will — through its third-party merchant payment processor — issue a refund to your credit card (or original method of payment). You will receive the credit within a number of days, depending on your card issuer's policies.
d) Acknowledgment. By submitting payment and using this payment platform, you confirm that you have read and understand Alpha Direct's refund policy and that you understand and agree that you are not entitled to a refund of your payment.
2. Cancellation of insurance policy
a) Cancellation. If you wish to cancel your insurance policy, you must contact Alpha Direct directly. Alpha Direct will provide reasonable assistance in pursuing the cancellation (for example, providing the proper cancellation forms). All cancellations of insurance policies are governed by the terms and conditions, declarations and/or agreement between you and Alpha Direct.
b) Refunds of insurance premiums and/or payments. If you wish to cancel your policy, you may be entitled to a pro-rated or short-rated refund of pre-paid insurance premiums or payments from Alpha Direct. Cancellation requests must be made at least 15 days in advance of the next debit date.
c) Acknowledgment. By submitting payment, you understand and agree that all cancellations of insurance policies and/or pro-rated or short-rated refunds or returns of any insurance premiums or payments (if any) must be pursued and/or obtained by you directly from Alpha Direct.
3. Chargebacks
You further agree that you will not attempt to issue, and will not authorise, a credit card "chargeback" for the purpose of avoiding a legitimate, non-fraudulent and authorised payment to Alpha Direct. By submitting payment, you understand and agree that credit card chargebacks are meant to be used for proper purposes, including the avoidance of fraudulent transactions. If you authorise or request a chargeback to avoid the payment of amounts which are determined by your bank to have been authorised by you, legitimate or non-fraudulent, you will be liable to Alpha Direct for the full amount of the payments, in addition to any attorney's fees incurred by Alpha Direct in collecting the amount owed.
Your acknowledgment
By using our payment processing service, you confirm your acknowledgment and acceptance of the foregoing terms:
- I have read Section 1 above and agree that I am not entitled to a refund of any payments submitted by me.
- I have read Section 2 above and understand that I must pursue any cancellation of insurance policies directly with Alpha Direct in accordance with the applicable terms and conditions.
- I have read Section 3 above and will not issue or authorise any chargebacks for the purposes of improperly obtaining a refund for non-fraudulent, legitimate and/or authorised transactions.
How to file a complaint
Send a detailed email to complaints@alphadirect.co.bw or call our contact centre on 0800 601 029. For data-protection or privacy-related complaints, contact our Data Protection Officer at dpo@alphadirect.co.bw.