When you're entitled to a refund or replacement
- Payment taken but not delivered: if your M-Pesa payment is confirmed but we cannot deliver your airtime or gift card, you receive a full refund or, if you prefer, a replacement.
- Duplicate payment: if you're accidentally charged more than once for the same order, the extra payment is refunded in full.
- Invalid gift card: if a code is invalid or already redeemed on first use, and the supplier confirms it, we replace it or refund you.
- Wrong product delivered by us: replacement or refund.
When refunds are not possible
- Airtime successfully delivered to the number you entered — including a wrong but valid number.
- Gift-card codes that have been revealed and redeemed, or that fail because the store account is in a different region from the one shown on the product.
- Change of mind after a code has been revealed.
- Codes shared with or used by third parties, including scammers.
How refunds are paid
Refunds are paid to the M-Pesa number used for payment. Approved refunds are normally processed within 3 business days. You'll be notified by WhatsApp, SMS or email with the order reference.
How to request
Contact support via WhatsApp or the Contact page with your order reference and M-Pesa confirmation code. Please report problems within 14 days of the order. Every refund decision is recorded and auditable.
Your statutory rights under Kenyan consumer-protection law are not affected.