Top up gas

Refund Policy

How cancellations and refunds work for prepaid gas meter top-ups.

Effective date: 13 October 2026 · Merchant outlet country: United Republic of Tanzania

1. Scope

This Refund Policy applies to online prepaid meter top-ups paid through Atlantis Gas Supply top-up (mobile money or card via our payment partners). It forms part of our Terms and Conditions.

Merchant: Atlantis Gas Supply · Karafuu St, Kinondoni, Dar es Salaam, Tanzania · +255 653 000 001 · info@atlantisgassupply.co.tz

2. What you are buying

A top-up purchases electronic prepaid gas credit for a specific meter. Credit is delivered remotely after payment success. There is no physical shipment for this product.

3. Cancelling before payment completes

  • If you close or abandon mobile-money or card checkout before the payment is confirmed, you are not charged for that attempt.
  • Failed, declined, or cancelled card checkouts do not credit the meter.
  • If a pending mobile-money prompt expires without approval, no top-up is completed.

4. After successful payment

Once payment is confirmed and meter credit is applied, the top-up is generally non-refundable, including where you:

  • Selected the wrong meter, apartment, or account.
  • Changed your mind after credit was delivered.
  • Have already consumed part or all of the credited gas.

Please verify name, building, apartment, and meter number on the checkout screen before you pay.

5. When we will help with a refund or correction

Contact us promptly with your payment reference if:

  • You were charged more than once for the same top-up (duplicate capture).
  • Payment succeeded but meter credit was not applied after a reasonable wait and support confirmation.
  • There is a clear processing error on our side or our payment partner’s side.

Approved refunds are processed back through the original payment method where the partner supports it, or by another method we agree with you. Timing depends on banks and mobile-money operators (often several business days).

6. How to request a refund or cancellation review

  1. Open a support case at office help or email info@atlantisgassupply.co.tz.
  2. Include: meter number, amount (TZS), date/time, phone used, and payment / AzamPay reference.
  3. Call +255 653 000 001 for urgent duplicate-charge cases.

We aim to acknowledge refund requests within two business days.

7. Card scheme disclosure

By completing checkout you acknowledge this refund and cancellation policy. Links to this page appear on the top-up payment screen together with our Terms and Privacy Policy.

8. Related documents

Terms and Conditions · Privacy Policy · Customer journey · Contact