Refund Policy

Effective Date: 1/1/24

At Dukasasa, we are committed to providing reliable and high-quality eCommerce services to businesses across Kenya. This Refund Policy explains when you may be eligible for a refund and the terms that apply.

1. Subscription-Based Service

Our platform is offered as a subscription-based service, with monthly or annual billing options. You are billed in advance for the selected plan.

2. Refund Eligibility

We offer refunds under the following circumstances:

a) First-Time Users – 7-Day Money-Back Guarantee

If you are a first-time subscriber and are not satisfied with our service, you may request a full refund within 7 days of your initial subscription payment.

✅ Applies only to first-time customers
❌ Does not apply to renewals or upgrades

b) Billing Errors

If you believe you have been charged incorrectly (e.g., duplicate payments or incorrect amounts), please contact us within 7 days of the billing date. If we confirm the error, a full or partial refund will be issued.

3. Non-Refundable Situations

Refunds will not be provided under the following conditions:

• You cancel your subscription after the 7-day window

• You fail to use the Service after payment (no-show or inactivity)

• Downtime or technical issues not caused by our platform (e.g. third-party service interruptions, poor internet connectivity)

• Violations of our [Terms of Use] or [Conditions of Service]

• Product purchase refunds.

4. How to Request a Refund

To request a refund, please contact our billing team at:

📧 [email protected]
📞 +254 747 074 707

Include the following in your email:

• Your full name and account email

• Invoice number or transaction ID

• Reason for the refund request

We will review your request and respond within 3–5 business days.

5. Refund Method

Approved refunds will be processed to your original method of payment unless otherwise agreed. Please allow 7–10 business days for the amount to reflect, depending on your payment provider.

6. Plan Downgrades or Cancellations

• If you downgrade your plan, the new pricing will apply from your next billing cycle.

• If you cancel, your current subscription will remain active until the end of the paid period. No prorated refunds are issued for mid-cycle cancellations.

7. Changes to this Policy

We reserve the right to modify this Refund Policy at any time. Significant changes will be communicated via email or platform notification.

8. Contact Us

If you have any questions about this Refund Policy, please contact us:

📧 [email protected]
🌐 [get.dukasasa.co.ke]