KWAHERI BY ZELORA REFUND & CANCELLATION POLICY

Legal Entity: Zalen Ltd, Kenya
Product: Kwaheri by Zelora
Billing Contact: support@myzelora.com

This Refund & Cancellation Policy explains how Kwaheri handles payments, refunds, cancellations, contributions, renewals, upgrades, Concierge services, printed materials, add-ons, and related transactions.

By purchasing a package, upgrading a Memorial, paying for Concierge support, buying an add-on, sending a contribution, lighting a candle, or using a paid feature, you agree to this Policy together with our Terms of Use and Privacy Policy.

1. Free Access Period

Kwaheri may provide a free access period, including a 12-hour free access period where available.

During this period, users may:

• Create or test a Memorial.
• Preview the experience.
• Upload draft content.
• Explore available features.
• Decide whether the Platform fits their needs.

After the free access period expires, public links, downloads, sharing, premium features, hosting, or continued access may be paused, restricted, or disabled until payment is made.

2. Paid Packages and Services

Kwaheri may offer paid products and services, including:

• Essential packages.
• Premium packages.
• Legacy packages.
• Concierge packages.
• Bespoke Support.
• Anniversary packages.
• Hosting renewals.
• Custom domains or personalized links.
• Templates.
• Extra storage.
• PDF/download upgrades.
• Candle lighting.
• Printing-related services.
• Vendor-related services.
• Other premium features.

Users are responsible for reviewing package details, inclusions, limits, hosting periods, storage limits, and pricing before payment.

3. No Refunds After Activation, Sharing, or Use

Payments are final and non-refundable once any of the following occurs:

• The Memorial is published.
• The Memorial is activated.
• The Memorial link is shared externally.
• The Memorial is made publicly accessible.
• A QR code is generated or shared.
• A PDF is generated or downloaded.
• A paid template is applied.
• A custom link/domain is configured.
• Premium features are activated.
• Hosting is extended.
• The service has been materially used.
• Kwaheri has begun providing the paid service.

Because Kwaheri is a digital service delivered immediately or near-immediately, refunds are generally unavailable after activation or use.

4. Limited Refund Exceptions

A refund or credit may be considered only if:

• Duplicate Payment: You were charged more than once for the same package due to a confirmed technical or payment processing error.
• Payment Not Applied: Payment was successful, but the package or feature was not activated within a reasonable time due to Kwaheri’s internal system error.
• Severe Platform Unavailability: Kwaheri was unavailable for an extended period due solely to our internal technical failure, and the user could not access a paid feature during a critical use period.
• Wrong Package Due to Platform Error: You paid for one package but were incorrectly assigned a lower package due to a confirmed system error.

Refund requests under these exceptions must be submitted within 7 calendar days of the transaction date.

5. Contributions Are Non-Refundable

Contributions made to a family, Memorial, mini-obituary, e-eulogy, anniversary page, candle lighting feature, or contribution page are voluntary and non-refundable.

If a contributor sends money by mistake, changes their mind, disputes the family’s use of funds, or enters the wrong amount, they should first contact the Memorial Administrator or family representative.

Kwaheri may assist with records where appropriate but does not guarantee reversals, refunds, or chargebacks for voluntary contributions.

6. Candle Lighting Payments

Virtual candle lighting may be linked to symbolic support or voluntary contributions.

Candle lighting payments are non-refundable once the candle has been lit, displayed, submitted, or associated with a Memorial, unless required by law or unless there is a confirmed duplicate payment or technical failure.

7. Platform Fees and Processing Fees

Platform fees, facilitation fees, gateway fees, withdrawal fees, payment processing fees, and operational fees are generally non-refundable once a transaction has been processed.

Where a refund is approved, third-party fees may still be non-refundable if already charged by a payment provider.

8. STK Push and Payment Provider Issues

Kwaheri is not responsible for:

• Failed STK prompts.
• Delayed prompts.
• Duplicate prompts.
• STK timeouts.
• Safaricom downtime.
• Mobile money provider issues.
• Bank delays.
• Gateway delays.
• SIM-swap fraud.
• Incorrect phone numbers.
• Device compromise.
• User PIN disclosure.
• Third-party payment failures.

Where payment provider issues occur, users may need to contact the payment provider, mobile money provider, or bank directly.

9. Upgrades and Downgrades

Users may upgrade plans where available.

Upgrade payments are non-refundable once upgraded features are activated or used.

Downgrades may apply only at the next renewal period unless otherwise stated.

No refund or credit is guaranteed for unused time, unused features, unused storage, or partial package usage.

10. Renewals and Hosting Extensions

Hosting renewals, anniversary renewals, long-term preservation fees, and memorial extensions are non-refundable once applied.

If renewal payment fails or is not made on time, Kwaheri may archive, pause, restrict, or disable the Memorial after any applicable grace period.

11. Concierge and Bespoke Support

Concierge, fully managed setup, Bespoke Support, professional writing support, memorial manager support, design support, family coordination, and related high-touch services may require upfront payment, deposit, milestone payment, or full payment.

Payments are non-refundable once:

• Work has started.
• A Memorial Manager has been assigned.
• Setup has begun.
• Content review has started.
• Design work has begun.
• Writing support has begun.
• WhatsApp coordination has begun.
• Custom planning has been provided.
• Third-party costs have been incurred.

If work has not started, Kwaheri may, at its discretion, offer a partial refund, credit, or rescheduling.

Urgent-work deposits may be non-refundable.

12. Printed Memorial Books and Printing Services

Where a package includes printed commemorative books, the included quantity, format, timeline, and delivery conditions will be stated in the package description or communicated separately.

Where applicable, 10 commemorative books may be provided after burial so that post-burial memories can be captured before printing.

Refunds are not available once:

• Print preparation has started.
• Layout/proofing has started.
• Production has started.
• Delivery has started.
• The user approved the final content.

Users are responsible for reviewing and approving final content before printing.

Additional printing beyond included books may attract separate charges.

13. Custom Domains and Personalized Links

Payments for custom domains, personalized links, or custom URL configuration are non-refundable once configured, reserved, activated, or assigned.

If a requested name is unavailable, Kwaheri may offer an alternative or credit at its discretion.

14. Templates, Downloads, and Digital Add-ons

Paid templates, premium layouts, downloadable PDFs, QR posters, memory archive downloads, contribution reports, and other digital add-ons are non-refundable once accessed, applied, generated, downloaded, or used.

15. Vendor Services

Kwaheri may connect users to third-party vendors such as florists, printers, transport providers, funeral service providers, livestream providers, or event support providers.

Unless Kwaheri is expressly the direct seller, vendor payments are subject to the vendor’s refund, cancellation, delivery, and dispute policy.

Kwaheri is not responsible for vendor refunds, substitutions, delivery delays, quality issues, or service failures.

16. User Cancellation

Users may cancel or stop using Kwaheri at any time.

Cancellation does not automatically entitle the user to a refund.

If a paid Memorial is cancelled, archived, hidden, or deleted by the user, fees already paid remain non-refundable.

17. Suspension by Kwaheri

Kwaheri may suspend, restrict, archive, or disable access where we suspect:

• Fraud.
• False death claims.
• Impersonation.
• Unauthorized fundraising.
• Family dispute.
• Illegal content.
• Payment abuse.
• Chargeback abuse.
• Breach of Terms.
• Legal or regulatory risk.

No refund is guaranteed where access is suspended due to misconduct, fraud risk, policy violation, or legal compliance.

18. How to Request a Refund

Refund requests should be sent to:
support@myzelora.com

Include:

• Full name.
• Registered email or phone number.
• Memorial link.
• Transaction date.
• Transaction amount.
• Payment reference or M-PESA transaction ID.
• Package or service purchased.
• Reason for the request.
• Supporting screenshots or evidence.

We aim to respond within 3 business days, but complex cases may take longer.

Submitting a request does not guarantee approval.

19. Approved Refund Processing

Approved refunds will generally be processed to the original payment method where possible.

Refund timelines depend on payment providers, mobile money providers, banks, and third-party processors.

Refunds may take 5 to 14 business days or longer depending on the provider.

Kwaheri is not responsible for third-party processing delays or incorrect user details.

20. Chargebacks and Payment Disputes

If a user initiates a chargeback, reversal, or payment dispute without first contacting Kwaheri, we may suspend the related account, Memorial, package, or feature while reviewing the matter.

Repeated chargebacks or abusive disputes may lead to account termination.

21. Changes to This Policy

Kwaheri may update this Policy from time to time.

Changes apply from the effective date of the updated policy.

Continued use after updates means you accept the updated Policy.

22. Governing Law

This Policy is governed by the laws of Kenya.

Any dispute shall be subject to the exclusive jurisdiction of Kenyan courts.

23. Contact Information

Billing and refunds: support@myzelora.com

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