Refund Policy

Digital Goods

InvoSafi provides digital document downloads (PDF files) through both per-document payments (KSh 10 each) and subscription plans. Once a document has been successfully generated and downloaded, the transaction is considered complete.

Per-Document Refund Eligibility

We will issue a refund for a per-document payment (KSh 10) in the following cases:

  • Payment was charged but PDF download failed — If our system confirms payment but fails to generate or deliver the PDF due to a technical error on our end.
  • Double payment — If you were charged more than once for the same document due to a system error.
  • M-Pesa deducted but payment not reflected — If M-Pesa confirms deduction but our system doesn't register the payment (callback failure).

Subscription Refund Eligibility

Subscription plan payments are non-refundable once the M-Pesa payment is confirmed and the subscription is activated. We will only issue a subscription refund in the following cases:

  • Payment succeeded but subscription failed to activate — If M-Pesa confirms payment but our system fails to activate your subscription due to a technical error on our end.
  • Double payment — If you were charged more than once for the same subscription plan due to a system error.

Non-Refundable

The following are strictly non-refundable:

  • Successfully downloaded documents (the PDF was generated and delivered)
  • Dissatisfaction with the document content you entered
  • Payments cancelled by the user during M-Pesa PIN entry (these are not charged)
  • Change of mind after a successful purchase or subscription activation
  • Subscription quota exhaustion (you used all your allocated documents)
  • Subscription expiry (the 1-year validity period ended with unused quota remaining)
  • Temporary service downtime or unavailability beyond our reasonable control

Refund Request Window

All refund requests must be submitted within 14 days of the original transaction date. Requests made after 14 days will not be considered.

How to Request a Refund

  1. Email [email protected] with:
    • Your M-Pesa phone number
    • M-Pesa transaction/receipt number
    • Date and time of payment
    • Description of the issue
  2. We will investigate within 48 hours
  3. If approved, the refund will be processed to your M-Pesa number within 5 business days

Processing Time

Refund requests are processed within 48 hours. M-Pesa refunds typically arrive within 1–5 business days.

Contact

For refund requests, email [email protected] or reach us via our support channels.