R12-2026-11-01

Cancellations, Payments and Refunds

Two different types of purchase

A customer’s agreement for repair, building or other physical work is with the selected provider. A provider’s purchase of eMafundi software, a sponsored placement or message credits is with the platform operator. Keep those payments and refund requests separate. Customers pay no eMafundi platform-use fee, so there is no customer subscription to cancel.

Cancelling or rescheduling a job

Contact the provider as early as possible. Check the quotation for agreed notice periods, inspection fees, ordered materials, travel and work already performed. A date-change request is not confirmed until accepted. A charge must have a lawful contractual basis; a provider cannot introduce a cancellation fee after the event without prior agreement. If the provider cancels or cannot perform, request an explanation, a revised date or the appropriate return of money for unperformed work. Mandatory consumer remedies remain available.

Provider plans and renewals

Review the term, price, capacity and renewal method before purchase. Cancelling a future renewal prevents the next charge where that feature is enabled; it does not automatically reverse a correctly provided current period. Do not assume that every plan is nonrefundable: duplicate charges, incorrect amounts, failure to provide a purchased feature, applicable statutory withdrawal rights and other justified cases require review. Contact support with the invoice/reference, amount, date and reason; never include a payment PIN.

Sponsored placements and credits

Placement eligibility, dates, location, category and price must be shown before purchase. A rejected placement should not consume an undelivered advertising period. For an interrupted or undelivered placement, the operator reviews unused service, evidence and the agreed credit/refund rules. Impressions are not guaranteed customer orders. Message credits consumed by a genuinely accepted provider delivery attempt may not be refundable merely because a recipient’s device was unreachable; duplicate billing or platform error must be investigated.

Review and payment method

Support acknowledges a dispute when it is received through the recorded channel, reviews both sides’ evidence and records the decision. No universal resolution time is guaranteed where a provider, bank or investigation is involved. Approved refunds should normally return through the original verified payment route; any alternative must be agreed and checked against fraud. A support ticket is not proof that a refund has been processed. eMafundi cannot reverse an independent cash/mobile-money transfer it did not collect.