BINGWA SOKONI

Return & Refund Policy

1. The nature of what we sell

Bingwa Sokoni sells digital goods — Safaricom and Telkom airtime, data bundles, SMS bundles, and voice minutes. These are delivered electronically and instantly to the recipient's phone number the moment your M-Pesa payment confirms.

Because the product is consumed/credited immediately and cannot be "un-delivered" or resold, the usual rules for returning physical goods do not apply. Instead, this policy focuses on the situations that actually matter for digital top-ups: failed deliveries, wrong entries, and payment errors.

2. When you're entitled to a full refund

You are entitled to a 100% refund to your M-Pesa in any of these cases:

• Payment succeeded but the bundle was never delivered. Your M-Pesa was debited, you got an M-Pesa confirmation SMS, but no airtime or data reached the recipient number within 30 minutes.
• You were charged more than once for the same single order (duplicate STK push / double debit).
• You were charged the wrong amount — e.g. you ordered a KES 19 bundle but were debited KES 190.
• A system error on our side delivered the wrong product (e.g. you paid for a 2 GB bundle but a 250 MB bundle was credited).

3. When a refund is not available

Refunds are not available in these situations, because the product was delivered exactly as ordered:

• The bundle was delivered successfully to the number you entered and you simply changed your mind.
• You already used some or all of the data/airtime/minutes.
• You entered the wrong recipient number and the bundle was delivered to that (valid) number — see section 6, we'll try to help but cannot guarantee recovery.
• The bundle expired after delivery because you didn't use it within its validity window (e.g. a 24-hour bundle used up its time).
• Your phone or line had a fault unrelated to us (e.g. SIM blocked by your carrier) that prevented you from using a correctly delivered bundle.

4. How to request a refund

Contact us within 7 days of the transaction with the following details so we can locate it quickly:

1. Your M-Pesa transaction code (e.g. QHK1234XYZ) — found in the M-Pesa confirmation SMS.
2. The recipient phone number the bundle was meant for.
3. The bundle / amount you ordered.
4. A short description of what went wrong.

Send these to:

• Email: [email protected] (subject: "Refund")
• WhatsApp: reply directly in the chat where you placed the order, with the word REFUND and your M-Pesa code.

We verify every claim against the M-Pesa and delivery records before issuing a refund — this protects both you and us against fraud.

5. Refund method & timeline

Refunds are always returned to the same M-Pesa number that paid, for the exact amount debited. We do not issue cash, bank transfers, or store credit in place of an M-Pesa reversal.

6. Wrong number / wrong bundle entered by you

If you accidentally entered the wrong recipient number or selected the wrong bundle, contact us immediately (within minutes). If the bundle has not yet been delivered, we may be able to cancel it. Once a bundle is delivered to a valid number you entered, we generally cannot recover it — but tell us anyway and we'll do what we can with the carrier.

7. Double charges & M-Pesa errors

If M-Pesa debited you twice for one order, or an STK push glitched and you were charged without a clear order, you are always entitled to a refund of the extra amount. These are the fastest refunds we process — usually same-day once we match the M-Pesa codes. Send us both transaction codes.

8. A note for affiliates (sellers)

If you run a Bingwa Sokoni shop and a customer who bought through your shop requests a refund:

• The refund is processed by Bingwa Sokoni, not by you — customers pay us directly, so we handle the reversal.
• If a refunded sale had already counted toward your commission, that commission is reversed from your balance.
• You will see refunded orders reflected in your dashboard with a refunded status.

9. Contact us

Questions about a refund, or about this policy:

• Email: [email protected]
• WhatsApp: reply in your order chat with REFUND + M-Pesa code
• Website: bingwasokoni.com

For unresolved disputes you may also contact the Communications Authority of Kenya (consumer affairs) or pursue resolution under the Consumer Protection Act, 2012.