Your first payment
A business that is not satisfied can have a full refund of its first payment for a paid plan if it asks within 7 days of that payment. Its subscription then ends.
- An add-on follows the same rule: a full refund if asked within 7 days of its first payment.
- The Free plan costs nothing, so there is nothing to refund.
Renewals and later payments
Renewals and later payments are not refunded. Cancelling from Billing stops the next renewal, and the business keeps using what it has paid for until the end of the paid period.
Charges made in error
A charge we make in error is always refunded in full, whenever it is found:
- the same payment taken twice;
- a charge after a cancellation we confirmed;
- a charge for the wrong amount, of the difference.
How the money comes back
- Card
- Refunded to the same card through Paystack. It can take a few more days to show, depending on the card’s bank.
- M-Pesa
- Refunded by M-Pesa to the number that paid.
- Wallet balance
- An unused M-Pesa wallet balance is refunded by M-Pesa when the business closes its account and asks for it.
How to ask
- E-mail us at the address below, from the account holder’s e-mail address.
- Give the business’s Tulindo address (its subdomain) and the payment: its date and amount, and the M-Pesa code or card receipt.
- We answer within 5 working days.
- An approved refund is sent within 10 working days.
Your rights
Nothing in this policy limits any right the law gives you.
Changes to this policy
When we change this policy we update this page and the date at the top. A change never takes away a refund for a payment made before it.
Contact
To ask for a refund, or with any question about this policy, write to Tozvo Works Limited, which runs Tulindo:
support@tozvo.com