Refund & Cancellation Policy

1. Our Guarantee

New subscriptions

Every new paid subscription — Cloud or On-Prem, monthly or annual — carries a 30-day money-back guarantee. Request a refund within 30 days of your first payment and you receive the full amount back.

Renewals

Renewal payments are refundable within 14 days of the renewal date. This covers the case most people mean: a subscription renewed that you had intended to cancel.

Free tiers and trials

The Free Cloud plan and the 21-day trial cost nothing, so there is nothing to refund. You can stop using either at any time.

2. How to Request a Refund

Either route works and both reach a human:

1. Email us at [email protected] with your business name or licence key. You do not need to state a reason.
2. Through Paddle, if you paid from outside Kenya — go to paddle.net, find your order using the email address you paid with, and select Request refund. The link in your Paddle receipt goes to the same place.

We acknowledge every request within one business day. Approved refunds are returned to the original payment method, normally within 14 days of approval. Your bank or mobile money provider may take a few days more to show it.

3. Who Processes Your Refund

Customers outside Kenya. Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. You may contact either us or Paddle — we reach the same outcome, and we will not send you back and forth.

Customers in Kenya. Holocorp Ltd handles the refund directly, to the card or M-PESA number the payment came from.

4. Your Statutory Rights

The guarantee above is in addition to any legal right of withdrawal you have. It never replaces or limits one. Where your country gives you a cancellation right for digital services, that right applies even if our 30-day window has passed:

For subscriptions, an EU/EEA withdrawal right applies to the first payment and to each renewal. Full detail is in Paddle's Refund Policy, which governs the transactions Paddle processes.

5. Cancelling Your Subscription

You can cancel at any time, yourself, without contacting us:

1. Sign in at portal.moneta-pay.app
2. Open Billing
3. Choose Cancel subscription on the licence you want to stop

Cancellation stops future charges. Your licence stays active until the end of the period you have already paid for — we do not cut service short on the day you cancel — and a 7-day grace period follows expiry. If you would rather we did it for you, email [email protected].

M-PESA payments do not auto-renew, so there is nothing to cancel: the licence simply lapses unless you pay for another period.

Downgrading instead

If the plan is wrong rather than the product, you can downgrade instead of cancelling. Downgrades take effect at your next renewal, so you keep what you have paid for.

6. When We Cannot Refund

We will say no in only these cases, and we will tell you which one applies:

• The 30-day window (or 14 days for a renewal) has passed and you have no statutory right remaining.
• The payment was already refunded or reversed.
• The account was used in breach of our Terms of Service — for example reselling licences without a partner agreement.

Installation, on-site configuration and hardware sold by third parties are separate from the subscription and are not covered by this policy. We will tell you before you buy if a charge falls outside it.

7. Contact

Questions about this policy, or a refund you have already requested:

• Email: [email protected]
• Phone: +254 710 452 720
• Post: Holocorp Ltd, P.O. Box 12901 00100, Nairobi, Kenya

This policy forms part of our Terms of Service. See also our Privacy Policy.