Refund Policy

1. Overview

This Refund Policy applies to what you pay Snnel (Snnel Technologies): plans, add-ons, verification, SMS and email credit, and bills and airtime. Section 8 covers refunds on orders placed with stores on the marketplace. Money a business collects through its own gateway or in cash is outside this policy.

2. Plans and Add-ons: General Position

Payments for plans and add-ons are generally non-refundable. When you pay, you immediately gain access for the term you paid for. Because value is delivered from the moment of purchase, we do not offer prorated refunds for partial use of a term.

Plans do not renew automatically. Each term is a separate payment that you choose to make, so we never charge you for a renewal you did not ask for, and there is nothing to cancel. A plan simply ends on its end date. When you upgrade, the unused value of your current plan is credited towards the new one, as described in our Terms of Service.

3. Situations Where a Refund May Be Granted

We will consider a refund request under the following exceptional circumstances:

Duplicate charge: If you were charged more than once for the same thing due to a technical error, we will refund the duplicate amount in full within 5 business days of confirmation.

Service unavailability: If the Platform experiences a verified, unplanned outage lasting more than 72 continuous hours within a plan term and affecting your account, you may request a prorated credit or partial refund for the affected period.

Unauthorized transaction: If a charge was made to your mobile money account or payment method without your authorization, please report it to us immediately at customer@snnel.com and to your mobile money provider. We will investigate and, where confirmed, refund the unauthorized amount.

Within 48 hours of your first plan: If you are a first-time subscriber and you contact us within 48 hours of your first plan payment, and you have not made significant use of the Platform (as reasonably determined by us), we may grant a full refund at our discretion.

4. Situations Where Refunds Will Not Be Granted

We will not issue refunds in the following cases: (a) you change your mind after paying; (b) you did not use the Platform during the term; (c) you were dissatisfied with a feature that was accurately described before purchase; (d) your account was suspended or terminated due to a violation of our Terms of Service; (e) you moved to a cheaper plan before your term ended; (f) a verification fee, where the check was run but the details did not pass; or (g) you are requesting a refund more than 30 days after the charge date.

5. SMS and Email Credit

Credit for a message that fails to send is returned to your balance automatically. Credit is not money: it cannot be withdrawn or exchanged for cash, and it is refunded only in the situations in section 3. A monthly allowance that comes with a plan does not carry over and has no cash value.

6. Bills and Airtime

Bills and airtime are sent on as soon as you pay, so a purchase that was delivered cannot be refunded, including one sent to a number, meter, or account you entered by mistake. If a purchase fails, contact support with its reference. We will check it with the provider and try to deliver it again. If it cannot be delivered, we will refund the amount.

7. How to Request a Refund

To submit a refund request, contact us at customer@snnel.com with: (a) your registered phone number; (b) the transaction or payment reference; (c) the amount and date of the charge; and (d) a clear explanation of why you are requesting a refund. We will acknowledge your request within 2 business days and resolve it within 10 business days.

Approved refunds go back to the original payment method where possible, or to a mobile money number you confirm, within 5 to 10 business days of approval, depending on the processing time of the relevant payment network. Snnel does not issue refunds in cash.

8. Marketplace Orders

Each store is the seller of its own goods and services. These rules apply to orders placed on the Snnel marketplace, subject to your rights under the law.

Cancelling: you can cancel an order while it is pending or confirmed. If you already paid, you will be refunded as described below.

Asking for a refund: if you paid, you can request a refund within 7 days of delivery, from your order details. The store decides whether to approve it, following the marketplace return policy and any refund policy the store has published. A store may also refund a paid order at any time.

How you are paid: where Snnel holds the money, we send the refund to the mobile money number on the order, and a partial refund comes off the store's wallet. Where the store received the money through its own gateway or by cash on delivery, the store pays the refund and records it.

If a store does not respond: contact us at customer@snnel.com. We will try to help, though we cannot decide every dispute between a store and a shopper.

Orders in a business's own shop or storefront: where a business takes payment directly, that business's own refund policy applies.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be communicated via SMS, email, or in-app notification at least 14 days before taking effect. Continued use of the Platform after the effective date constitutes acceptance of the updated policy.

10. Contact

For billing queries or refund requests:

Snnel Technologies, Billing Support
Email: customer@snnel.com
WhatsApp: 233544876779
Platform: https://snnel.com