01In short
- Plans are prepaid. Only card payments where you chose automatic renewal are charged again, and you can turn that off at any time.
- Free trials cost nothing and end on their own.
- We refund mistakes: duplicate payments, wrong amounts, and payments that did not give you access.
02Cancelling
Each payment covers a fixed period. If you chose automatic renewal for a card payment, turn it off in Plans & billing, before the next renewal date, to stop future charges; a renewal charged by mistake after you turned it off is refunded in full. Otherwise there is nothing to cancel. Your access continues until the end of the period you paid for and then stops. If you also want your account and data deleted, email our support inbox.
03When we give refunds
We will refund in full when:
- you were charged more than once for the same period;
- you were charged an amount different from the price shown at checkout;
- your payment was taken but your access was not added, and we cannot fix it promptly;
- we close your account without cause, or significantly reduce a paid plan during your period (unused part refunded).
Otherwise, payments for a period that has started are not refundable, except where the law gives you a right to a refund. This policy does not affect your statutory rights.
04How to ask for a refund
Email our support inbox within 14 days of the payment with:
- the email address on your account;
- the payment reference shown in Plans & billing (it starts with NSR-);
- for M-Pesa, the M-Pesa confirmation code from your SMS.
We aim to reply within 5 business days. Approved refunds go back to the original payment method through the same provider: M-Pesa refunds to the paying number, and card refunds to the card. Card refunds can take up to 10 business days to appear, depending on your bank.
05Failed or pending payments
If a payment shows as “Not completed”, you were not charged by us. If money left your account anyway, it is usually reversed automatically by the provider; if it is not reversed within 48 hours, contact us with the details above and we will help.