Last updated: 6 November 2026. This Refund Policy forms part of our Terms of Service and explains when payments for Paid Plans on ZXenia may be refunded. Nothing in this Policy limits any right you have under the Consumer Protection Act, 2012 or other consumer protection law that cannot lawfully be excluded.
1. Try Before You Pay
Every person may use one Free Trial, which requires no payment details and does not renew automatically. We encourage you to use the Free Trial, and the ZXenus Points that come with it, to decide whether a Paid Plan is right for you.
2. General Rule
Because a Paid Plan gives immediate access to digital features, payments are generally non-refundable once the period has started, including where you stop using the Service or cancel automatic renewal partway through a period. When you cancel automatic renewal, you keep access until the end of the period you have paid for, and you will not be charged again.
3. When We Will Refund You
We will refund your payment, in full or in part, where:
- You were charged in error, for example twice for the same period, or for a renewal after you had cancelled automatic renewal;
- A renewal was taken that you did not intend, and you contact us within seven (7) days of the renewal charge without having used any feature of the Paid Plan since it renewed;
- We were unable to provide the Service you paid for for a substantial part of the period because of a fault on our side;
- We terminate your Account for reasons other than your breach of our Terms, in which case we refund the unused portion of the period; or
- The law requires a refund.
We may also consider other requests in exceptional circumstances, at our discretion.
4. When Refunds Are Not Available
Refunds are not available where your Account has been suspended or terminated for a breach of our Terms or Community Guidelines, for partial periods after the first seven days of a renewal, or for ZXenus Points, which have no monetary value and cannot be exchanged for cash.
5. How to Request a Refund
Contact us through our Contact page or at the support email address shown there, from the email address associated with your Account, including the payment reference shown on your receipt in My account and the reason for your request. We will acknowledge your request within three (3) business days and give you our decision within ten (10) business days.
6. How Refunds Are Paid
Approved refunds are made through Paystack to the original payment method: to the same card, or to the same M-Pesa number. Depending on your bank or mobile network, it may take between five (5) and ten (10) business days for the refund to appear. Any discount applied to the original payment is reflected in the amount refunded. When a refund is made, access to the corresponding Paid Plan ends and any Points awarded with that payment may be removed.
7. Chargebacks
If you believe a charge is incorrect, please contact us first so that we can resolve it quickly. If you raise a chargeback or payment dispute with your bank or mobile money provider, we may suspend the Paid Plan concerned while the dispute is resolved.