Refund Policy
Last updated: May 2026
1. Overview
KenyaSMS operates a prepaid wallet model. This policy explains when and how funds added to your wallet, or fees paid for ancillary services, may be refunded.
2. Prepaid Wallet Top-Ups
Funds loaded into your KenyaSMS wallet via M-Pesa, bank transfer, or card are intended for the purchase of SMS and email messaging services. Unused wallet credit is generally non-refundable once successfully credited to your account, except where required by law.
3. Failed Messages and Over-Estimation Refunds
KenyaSMS only charges your wallet for messages that the upstream operator accepts for delivery. If a campaign is over-estimated at submission time and the actual cost is lower, the difference is automatically refunded to your wallet as part of campaign settlement (no action needed). API-level errors that never reach the operator are not billed.
4. Sender ID Registration Fees
Per-network Sender ID registration fees are paid to the upstream operator (Safaricom, Airtel, Telkom, Equitel, Faiba) and are non-refundable once submitted to that operator, regardless of the operator's approval decision.
5. M-Pesa Reversal Window
If a top-up is sent to the wrong Till or Paybill, contact us within 24 hours so we can assist with the M-Pesa reversal request. After 48 hours, M-Pesa reversal is no longer possible.
6. Subscription & SLA Fees
Recurring subscription fees (e.g., Diamond tier SLA charges) are billed in advance and are non-refundable for the current billing period. You may cancel renewal at any time to avoid future charges.
7. Suspension and Forfeiture
Wallet credit may be forfeited where an account is suspended for violation of our Terms of Service or Acceptable Use Policy (e.g., spam, fraud, or breach of CAK regulations).
8. How to Request a Refund
Email us at webzillacreators@gmail.com with your account email, the transaction reference (M-Pesa code or bank reference), and a brief explanation. We aim to respond within 3 business days.
9. Changes to This Policy
We may update this policy from time to time. Material changes will be notified via your registered email address.