FAQs

• Getting Started
• My Account
• Delivery & Collection
• Orders
• Payment & Charges
• Returns & Refunds
• Technical

Contact

• Email us
• Contact Telephone Numbers
• Store Finder

• How can I pay my invoice?
• How do I arrange to pay for my orders by invoice?
• What happens if I don't pay my invoice on time?
• What are my payment terms?
• Which payment cards do you accept?
• When will payment be taken on my debit card?
• Will I receive an invoice for debit card orders?
• My payment card has been declined, what should I do?

• What are the charges associated with gas purchases?
• Why do I pay surcharges?
• What is the difference between the types of cylinder rental?
• Why do I need to pay rental on cylinders?

1. How can I pay my invoice? Card payment options will not be available outside SA

You can pay on issue of invoice by cheque or bank transfer if you do not have direct debit set up.

Sign in and keep track of your account and payments in 'My Account' options.

2. How do I arrange to pay for my orders by invoice?

Monthly, weekly and transactional invoicing can be offered to customers. Bespoke and customised invoices are available to select customers although restrictions apply. Contact customer services on +260 096 389 8798 who will make arrangements or alternatively go to your local store and complete the forms there.

3. What happens if I don't pay my invoice on time?

As a registered user with an existing Afrox account, any gas you order online will be added to your account and payable in accordance with your payment terms. If you do not pay your bills on time this may affect your ability to order or receive products from us. It is therefore very important that if you are unable to pay for any reason you contact customer services or on +260 096 389 8798 to discuss the matter.

4. Which payment cards do you accept?

We accept payments by debit card through Visa, Mastercard. There are no service fees on credit card payments.

5. When will payment be taken on my debit card?

Please allow up to 72 hours from the order being placed for the issuing bank to process the transaction.

6. Will I receive an invoice for debit card orders?

You will receive an order confirmation email that will serve as a receipt for your payment. You will be able to see via the My Account link that the invoice has been paid in full.

7. My payment card has been declined, what should I do?

Check your details are entered correctly and if the card is still declined contact your bank to ensure there are sufficient funds available for use.

1. What are the charges associated with gas purchases?

A breakdown of the charges and payments for cylinder gas can be found on the Afrox website.

2. Why do I pay surcharges?

Please call our customer services team on +260 096 389 8798.

3. What is the difference between the types of cylinder rental?

Afrox has a rental charge for all cylinders. Unless otherwise requested, all new cylinders taken will default to annual rental.

There are four rental period options:
Monthly - charged in arrears for the previous month. If you pay monthly rental charges and increase your holdings, you will be charged a full months rental for the extra cylinders at the end of the month in which you obtained them.

Quarterly - payable in advance

Annual - charged once a year in advance. If you pay annual rental charges and increase your holdings before renewal, you will be charged rental for the additional cylinders from the date of first rental until the renewal date of the existing cylinder rental. For example, if your renewal date is 1st January, and you add an extra cylinder in the previous June, you will be charged 7 months rental on the additional cylinder. On 1st January you will be charged 12 months rental for all cylinders. If your holdings decrease, you will receive a credit note for the number of months left on your rental.

3 or 5 yearly - available for small cylinders only and suitable for customers with stable holdings - No pro rata credit is available should the cylinders be returned before the renewal date.

The renewal date is always the first of the month in which you first obtained the cylinder.

4. Why do I need to pay rental on cylinders?

Rental charges cover the maintenance and replenishment of our cylinder stocks, helping us to ensure you are supplied with cylinders that are safe, reliable and fit for the purpose of containing gas. We test our cylinders regularly and replace those that have reached the end of serviceable life with new stock, and we continue to invest in development of different cylinder types to meet your supply needs.