Refund Policy

1. Overview

SOKONI is committed to fair, transparent refund handling. This policy applies to all purchases made through the SOKONI platform including marketplace products, service bookings, digital products, and subscriptions.

Refund eligibility depends on the product type, the reason for the refund, and whether the refund window is still open. This policy complies with Kenya consumer protection laws.

2. Marketplace Products

Eligible for Refund

• Item not received within the promised delivery window
• Item received damaged, defective, or significantly different from the listing
• Counterfeit or inauthentic item received
• Item does not match the description, photos, or specifications listed
• Seller cancelled the order without fulfilment

Refund Window

You must raise a refund request within 7 calendar days of the confirmed delivery date. After this window, the payment is automatically released to the seller.

Refund Amount

Full refund including delivery fees if the item is not received or is fundamentally different from described. Delivery fees may be non-refundable for buyer's-remorse returns — see our Returns Policy.

3. Services

Service bookings are refundable under these conditions:

• Cancellation by provider: Full refund within 24 hours
• No-show by provider: Full refund within 48 hours
• Service not performed to agreed standard: Partial or full refund after dispute review
• Customer cancellation > 24 hours before: Full refund
• Customer cancellation < 24 hours before: May be subject to a cancellation fee (up to 25% of booking value) at the provider's discretion
• Customer cancellation < 2 hours before: Cancellation fee up to 50% may apply

4. Digital Products

Digital products (e-books, software, templates, media files) are generally non-refundable once downloaded or accessed, as the content cannot be returned.

Exceptions (eligible for refund):

• File is corrupted, unreadable, or fails to download
• Content does not match the product description
• Duplicate accidental purchase (within 24 hours, before first access)

5. Subscriptions

SOKONI offers subscription plans for sellers, service providers, and businesses.

• Free Trial Period: You will not be charged during a free trial. Cancel before the trial ends to avoid charges.
• Monthly Subscriptions: You may cancel at any time; the subscription remains active until the end of the billing period. No partial refunds for unused days.
• Annual Subscriptions: Refundable pro-rata within the first 14 days if you have not used premium features. After 14 days, no refund for the remaining period.
• Billing Errors: Full refund immediately on confirmation of error.

6. Payment Errors & Duplicate Charges

If you are charged more than once for the same order, or if a payment was deducted but your order was not confirmed:

• Do not pay again
• Contact support@mysokoni.co.ke immediately
• Include your phone number and the M-Pesa/card transaction reference
• SOKONI will investigate and refund any duplicate or erroneous charge within 48 hours

7. Non-Refundable Items

The following are generally not eligible for refunds:

• Perishable goods (food, fresh produce) once delivered
• Custom-made or personalised items produced to your specification
• Hazardous materials where return is restricted by law
• Vouchers, gift cards, and promotional credits (unless unused and within 7 days)
• Platform fees and listing fees (non-refundable)
• Service bookings where the service was fully and satisfactorily performed

8. How to Request a Refund

Step-by-Step

1. Go to Profile → My Orders and select the relevant order
2. Tap "Return Item" or "Report a Problem"
3. Select the reason (not received, damaged, wrong item, etc.)
4. Upload photos if the item is damaged or different from described
5. Submit — our team will review within 48 hours

Via Email

If you cannot access the app, email support@mysokoni.co.ke with:

• Your registered phone number or email
• Order reference number
• Reason for the refund request
• Photos (if applicable)

9. Refund Timelines

You will receive an SMS and email notification when your refund is approved and when it is processed.

10. Contact

See also: Returns Policy  |  Terms of Service  |  Help Center