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Refund Policy

Refund terms differ for network engineering work and digital marketplace orders, since one is a service and the other is an instantly delivered digital code. This applies whether you paid via M-Pesa or by card through Flutterwave or Pesapal, including clients ordering from outside Kenya. Full detail is set out below.

Last updated: July 2026

1. Network & infrastructure services

  • Before work starts: a booking can be cancelled and any deposit refunded in full, provided no site visit, hardware order, or scoping work has already taken place.
  • After work starts: deposits become non-refundable once a site visit has occurred, hardware has been ordered on your behalf, or configuration work has begun, as these represent time and cost already committed.
  • If the work doesn't perform as agreed: tell us on WhatsApp and we will return to diagnose and fix the issue at no extra charge, where the fault is in our work. This does not cover faults caused by third-party hardware, ISP outages, power issues, or changes made to the configuration after handover.

2. Digital marketplace orders (gift cards & subscriptions)

Because PlayStation gift cards and Xbox Game Pass codes are digital goods delivered instantly and cannot be "returned" once revealed or redeemed:

  • Before delivery: if you cancel after paying but before a code has been generated and sent, a full refund will be issued.
  • After delivery: once a code has been sent to you, the order is final and non-refundable, in line with standard practice for digital gift cards and subscription codes.
  • Wrong item sent: if we deliver the wrong denomination, term, or region due to our own error, we will correct it at no extra cost — replacing the code or refunding the difference.
  • Wrong details provided by you: if a code fails to redeem because of an incorrect region, platform, or account detail you provided, we'll help troubleshoot, but a replacement or refund isn't guaranteed once the original code has been delivered and used or exposed.
  • Faulty or already-redeemed code: if a code you receive from us turns out to be invalid or already used, contact us immediately on WhatsApp with proof (a screenshot of the redemption error) and we will replace it or refund you in full.

3. International & card payments (Flutterwave / Pesapal)

Clients outside Kenya, or anyone paying by debit/credit card rather than M-Pesa, can pay through our Flutterwave or Pesapal card checkout. The same rules in sections 1 and 2 apply to what qualifies for a refund — the difference below is only in how the money is returned:

  • Refund method: approved refunds on card payments are returned to the original card used, via Flutterwave or Pesapal (whichever processed the payment). We cannot redirect a card refund to M-Pesa, a different card, or a bank account.
  • Processing time: card refunds typically take longer than M-Pesa — often 5–10 business days, occasionally longer, depending on your card issuer and bank. This timing is outside our control once the refund is issued on our end.
  • Currency & conversion: if your card was charged in a currency other than KES, the refunded amount may differ slightly from what you paid due to exchange rate movement between the charge and the refund — this is a function of the card networks, not a fee we apply.
  • Failed or disputed card charges: if a card charge fails to reflect correctly, or you believe you were charged in error, email us with your Flutterwave/Pesapal transaction reference before opening a chargeback with your bank — most issues are resolved faster this way.

4. How to request a refund

Refund requests can be sent over WhatsApp or by email, whichever is easier for you:

  • WhatsApp: +254 725 460284 — best for M-Pesa orders and quick queries.
  • Email: jaredarata@gmail.com — recommended for card payments made via Flutterwave or Pesapal, and for international clients in a different time zone.

Include your order details (date, amount, what was ordered, and the payment method used) plus, for card payments, the Flutterwave or Pesapal transaction reference from your receipt or confirmation email. Approved refunds are returned via the original payment method — M-Pesa to the number payment was received from, or card refunds via Flutterwave/Pesapal to the original card.

5. Disputed payments

If you believe a payment was made in error or without authorisation — whether via M-Pesa, Flutterwave, or Pesapal — contact us immediately by WhatsApp or email so we can investigate before any code is delivered or work begins, wherever possible.

6. Contact

For any refund query: WhatsApp +254 725 460284 or jaredarata@gmail.com.

In short: network service deposits are refundable until work begins; digital codes are refundable until they're delivered. M-Pesa refunds go back to the paying number; Flutterwave/Pesapal card refunds go back to the original card and can take longer to reflect. We'll always make it right if the mistake was on our end — reach us on WhatsApp or at jaredarata@gmail.com.