This document is published to assist customers and consumers in understanding how they may get the best service from our company, while helping us give you products and services that meet your satisfaction.

This document is not the Terms and Conditions of the website, if you wish to read the Terms and Conditions you may read them here: Terms and Conditions

While we value all customers equally and we always try to satisfy our customers’ requirements, sometimes dissatisfaction does happen. In the real world, no matter how hard one tries to make everything perfect, things are bound sometimes to go wrong.

Below you will find how we address issues that you may find unsatisfactory and how we direct you to a resolution if you have issues related to our services.

Please make sure you read our Terms and Conditions of purchase and make sure that you are happy with them. If you have any questions, please make sure you ask before you purchase. These same terms will also be in your Order Confirmation Email when you have confirmed your purchase. If you have any issues with purchasing, please call our Sales Department.

All meters have to be paid for in full before Registration and Delivery process commences.

Once you have purchased one or more meters, we will require you to register the meters. Upon receiving your proof of payment or successful credit card transaction, we will issue you with meter numbers so that you can proceed with registration. Registration must be completed prior to delivery of meters for security reasons. This process is strictly adhered to and your meter/s will only be delivered to you once the registration process is complete.

The registration instructions will follow immediately after you have completed your purchase and paid for the meter/s. This email is automated. Should you not receive it for whatever reason, please check your junk mail, etc., otherwise just call our support or accounts department and they will help you register the meter/s and give you all the guidance you need.

We will complete your registration within 16 working hours from the time you submitted all the required documentation. The total time or days it takes to complete your registration is dependent on how quickly you send us your documentation.

Once your registration is complete, you will receive an email to this effect.

Registrations are completed on Monday to Friday from 08:00 to 17:00 (no weekends or public holidays). Please make sure that your registration is completed at least 76 hours in advance of your planned installation.

Depending on stock availability, you will receive your meters within 24 to 48 hours from registration completion. If you are on a plot, this may take longer. You are welcome to change your delivery address to another one that is in the closest city or town (if your meters haven’t already left). If you have any issues with delivery, please call our Technical Support Department.

Installation of Prepaid Meters

If you purchased installation from us and paid for the installation, this will be coordinated with you only upon registration completion. The reason for this is very simple: if the meter/s are not yet registered on our system, they are unable to have credit tokens vended for them and the meters will not work when they are installed. To avoid any dissatisfaction on the meter user, we only book installation upon registration completion and payment for the installation.

If you have any issues with the process of ordering or booking installation, please call our Sales Department.

If you have any questions or issues after the meters have been installed, please call our support department or write to our Technical Support Department.

Once the meter is installed you will have already received vending instructions. You have already received the Owner/Manager Manual and Tenant Manual at time of registration. This is an automated process. If for whatever reason you have not received this email please email our Technical Support Department.

If you chose the Outsource-Managed Revenue Collection Method, each meter will also have a Pocket Media instructional manual in each meter box. Please ensure that these reach the meter user.

Our vending services are dependent on Banks, Credit Card Merchant Services and Retail Outlets, we always do our utmost best to help with any vending issues. However, in some cases, depending on the channel, it may take a few hours for resolution turn around. That said, we have 92.8% up-time on vending channels. Therefore, if you do encounter problems, please call our Technical Support Department. Please see the Contact Us section of our website for Office Hours and Contact Numbers.

It is always recommended that you do not leave your meter to run down to zero credit, it is good practice to make sure that you have a spare UniPIN voucher that you have not redeemed just in case of emergency. This is best practice with all meters, municipal and sub-meters.