Refund & Credits Policy

This policy covers all payments made on the SHEREHE platform: subscription plans, Keza AI Credits, event contribution (cagnotte) payouts, and add-on packs (WhatsApp, SMS, Email). All payments are processed securely via Mobile Money (MTN MoMo, Airtel Money) through our certified payment infrastructure.

• Free plan: no payment, no refund applicable
• Pro plan ($24.99/event): refundable within 48 hours of purchase if no Keza AI credits have been used and no invitations have been sent
• Agency plan: refundable within 7 days of first payment if the service has not been materially used

After these windows, subscriptions are non-refundable. In case of accidental duplicate payment, contact us within 72 hours for a full refund.

• Keza AI Credits are non-refundable once purchased
• Credits expire 12 months after purchase date
• Credits are non-transferable between accounts
• In case of platform error that incorrectly deducted credits, contact [email protected] with the conversation ID; we will restore the credits within 48 hours
• Credits included in a subscription plan have no cash value and cannot be refunded separately

• Add-on packs are non-refundable once any messages have been sent from the pack
• Unused packs are refundable within 7 days of purchase if zero messages have been sent
• If a pack fails to deliver messages due to a SHEREHE platform error (not a carrier issue), we will either restore the credits or refund the unused portion

Contributions collected via Mobile Money on behalf of event organizers are governed by the following:

• Contributor refunds: contributions are non-refundable to contributors once processed, except if the event is officially cancelled by the organizer
• Event cancellation: if an organizer cancels an event, contributors who paid within the last 30 days may request a refund via [email protected]
• Organizer payouts: funds are disbursed to the organizer's Mobile Money account after event verification. Payouts cannot be reversed once disbursed.
• Disputed contributions: disputes must be raised within 30 days of the transaction. SHEREHE may withhold a payout pending investigation.
• Failed transactions: if a Mobile Money transaction fails but the amount is deducted from the sender, the carrier typically reverses within 24-48 hours. Contact us if not resolved within 72 hours.

SHEREHE platform fees are non-refundable. These fees cover payment processing, infrastructure, and Keza AI operational costs. The fee is disclosed before every transaction and is deducted automatically from the contribution or payout amount.

To request a refund, email [email protected] with:

• Your account email or phone number
• The transaction reference number
• The amount and date of payment
• Reason for the refund request

We will respond within 3 business days. Approved refunds are processed back to your Mobile Money number within 5-10 business days depending on your carrier.

In exceptional circumstances (platform outage of more than 24 consecutive hours, natural disaster, government-ordered shutdown), SHEREHE may offer extended refund windows or service credits at its discretion. These will be communicated via email to affected users.