Refund policy

What can and cannot be refunded: your plan with us, the payments we collect for your shop, and the money your customers add to their balances.

Last updated 17 September 2026 · Operated by Jeskie Services Ltd, Nairobi, Kenya

In short

Plan fees are paid in advance and are not refunded, even for time you do not use. The free trial is there so you can be sure first.
Money a customer adds to a shop is prepaid credit. It can only be spent on that shop's services, and it is never refunded or paid out.
When an order fails, is cancelled before it starts or is only partly delivered, the undelivered part goes back to the customer's balance automatically.
Dishonest chargebacks and payment reversals lead to suspension.

1. Your plan

Every new shop gets a free trial of 14 days. Nothing is charged during the trial, and no card is needed.
After the trial, a plan is paid in advance for one, three, six or twelve months. Plan fees are not refunded, in whole or in part. That includes time you do not use, and a shop you stop using before the period ends.
A move to a larger plan takes effect at once, and you pay only the difference for the months left. A move to a smaller plan takes effect at your next renewal, and nothing is refunded for the current period.
If a renewal is still unpaid 1 day after its due date, your admin is locked and your shop shows a maintenance page until you pay. Nothing is deleted, and your customers' balances are not touched.
If we charge you by mistake, for example twice for the same invoice, write to [email protected] within 30 days. We will credit the extra payment to your next renewal or, where the payment provider allows it, refund it to the way you paid.

2. Customer balances on a shop

These rules apply on every shop that runs on our software, whichever way it takes payments:

Money a customer adds becomes prepaid credit on their balance with that shop. It can only be spent on that shop's services.
It cannot be refunded to a card, wallet or bank account, withdrawn as cash, or moved to another account. The software cannot do any of those things, and customers confirm that they understand this before their first top-up.
An order that is cancelled or fails is refunded to the balance in full. An order that is only partly delivered is refunded to the balance for the part not delivered. Both happen automatically, once.
A customer can cancel an order while it is still waiting to start. Once delivery has started, it cannot be cancelled.
Each shop publishes its own refund policy, which starts with these rules, and answers its customers' questions about their orders and payments.

3. Payments we collect for your shop

When we collect online payments for you, each payment is credited to the customer's balance at once. It is added to your payout balance, less the payment provider's fee, after a hold of 7 days.
We do not refund a customer's payment to their card or wallet. If money was taken but never credited, we credit it once the payment is confirmed.
Our commission on a withdrawal is shown before you confirm it and is listed on our withdrawals page. It is not refunded once the withdrawal has been sent.

4. Chargebacks and reversed payments

If a payment is reversed or charged back after it was credited, the amount is taken back from your payout balance. The customer's balance may also be reduced by the same amount.

Reversing a payment to get services without paying for them is fraud. We may suspend the account behind it, remove the reversed amount from its balance, and report it to the payment provider and, where appropriate, to the police.

5. When a service is withdrawn

If a service stops being available while orders for it are still running, the undelivered part of each order is refunded to the customer's balance.

6. How to ask

If you run a shop, write to [email protected] with the invoice or payment reference. If you are a shop's customer, open a ticket in that shop: it can see your orders and payments, and we help it when it needs us.