Refund Policy

1. General Overview of Refunds

Lipa na Bold operates as an independent collection tool facilitating M-PESA pay-in transfers via the Safaricom Daraja API. Because payments are dispatched directly to the merchant’s wallet balance and can be withdrawn immediately, all refund operations are governed under the guidelines below.

2. Customer Payment Refunds

If a customer makes an incorrect transfer, overpays, or requests a refund on goods or services paid for through Lipa na Bold:

• Merchant Responsibility: The customer must raise the refund request directly with the merchant who received the payment. The merchant is solely responsible for verifying the claim and initiating the refund flow.
• Off-Platform Refunds: Lipa na Bold does not automatically refund customers or reverse settled M-PESA callbacks. Any refunds must be settled directly from the merchant to the customer.

3. Subscription Refunds

Subscriptions to the Business plan (KSh 50 per month) are processed via STK Push. Subscription charges are generally non-refundable once the monthly billing period commences. If you believe you were charged in error, please submit an appeal to our billing desk within 7 days of the transaction.

4. Transaction and Withdrawal Fees

Lipa na Bold does not refund transaction commission fees (for Creator accounts) or B2C Safaricom withdrawal fees on completed transactions. These costs cover the API processing pipelines and are non-recoverable from downstream banking channels.