Refund policy

1. In short

• Not happy with a new paid plan? Ask within 7 days of your first payment and we refund it in full.
• Renewed by card when you meant to stop? Ask within 7 days of the renewal and we refund it.
• Unused top-up credit is refundable within 30 days of buying it.
• Your rights under the Consumer Protection Act, 2012 are not affected.

2. Plans

• First payment: if you ask within 7 days of the first payment for a paid plan, monthly or yearly, we refund it in full.
• Automatic card renewals: if you ask within 7 days of an automatic renewal, we refund that renewal in full.
• Upgrades: an upgrade payment can be refunded within 7 days; the workspace returns to its previous plan for the rest of the period.
• After that: payments, including yearly plans, are not refunded for unused time, but you can cancel any time and keep the plan until the end of the period you paid for.

A refunded plan ends on the day of the refund and the workspace moves to the Free plan. Nothing is deleted; anything above the Free limits is paused.

3. Research top-ups

Top-up credit you have not used can be refunded within 30 days of buying it. Credit already used for research is not refundable, because we pay providers for each lookup. A refunded top-up removes the unused credit from your workspace.

4. When something is our fault

If you are charged twice, charged the wrong amount, or a paid feature you rely on does not work because of a fault on our side and we cannot fix it within a reasonable time, we refund the affected payment or the affected part of it, whenever you tell us.

5. How to ask

Email support@ndovuseolabs.com from the address on your account, with your website and the Paystack reference or receipt date. The workspace owner, or the person who paid, can ask. We reply within 2 working days.

6. How refunds are paid

We refund through Paystack to the original payment method: to the card, or to the M-Pesa number or account used where Paystack supports it; otherwise to an account in the payer’s name. Card refunds usually take 5 to 10 working days to appear, depending on your bank. We refund the full amount you paid.

7. Chargebacks

Please contact us before disputing a payment with your bank: we can usually resolve it faster. If a payment is disputed, the plan or credit it paid for may be paused until the dispute is closed.

8. Changes

We may update this policy; the version in force when you paid applies to that payment.

9. Contact

Ndovu SEOLabs Ltd
KRA PIN P052302099E · Nairobi, Kenya
Email: support@ndovuseolabs.com