Refund Policy

SOQONI APP REFUND POLICY

Last Updated: 18 May 2026

Effective Date: 18 June 2026

PREAMBLE AND ACCEPTANCE OF POLICY

1.1. This Refund Policy (“Policy”) constitutes an integral part of the SoQoni App Terms and Conditions and the contractual agreement between you, the user (“you,” “your”), and Sokoni Applications Ltd (hereinafter referred to as “Soal,” “Company,” “we,” “us,” “our”). This Policy sets forth the terms, conditions, procedures, and obligations governing the return of goods and services and the processing of refunds for all transactions conducted through the SoQoni App (“App”).

1.2. By accessing, registering for, or utilizing the Services provided by the SoQoni App, you explicitly acknowledge that you have read, understood, and irrevocably agree to be bound by the stipulations contained within this Policy. This Policy applies distinctly to Customers, Sellers, Service Providers, and Riders, as defined in our Terms and Conditions, and outlines the specific financial responsibilities of each party in the event of a refund claim.

PART A: REFUNDS FOR CUSTOMERS

ELIGIBILITY CRITERIA FOR CUSTOMER REFUNDS

2.1. A Customer may be eligible for a full or partial refund under the following explicitly defined circumstances, provided that the claim is substantiated with valid and verifiable evidence as further detailed herein:

(a) Post-Delivery Product Deficiencies: Where, upon delivery, the Customer establishes that the goods received are:

(i) Damaged or Defective: Goods that are physically broken, spoiled, unusable, or otherwise unfit for their intended purpose.

(ii) Incorrect: Goods that do not match the description, type, quantity, or brand as explicitly listed on the App and ordered by the Customer.

(iii) Not as Described: Goods that exhibit a significant and material discrepancy from the product description or images provided on the App.

(b) Service-Related Refunds: Where a Customer has engaged a Service Provider through the App and the service provided is unsatisfactory, the Customer must resolve the matter directly with the Service Provider. Soal does not participate in, monitor, or have access to any communications or negotiations between Customers and Service Providers. The terms of service, including pricing, timing, location, and quality, are agreed upon entirely between the Customer and the Service Provider without any involvement from Soal. Refunds for services are therefore the sole responsibility of the Service Provider.

CUSTOMER REFUND REQUEST PROCEDURE

3.1. To initiate a valid refund claim for goods, the Customer must adhere strictly to the following mandatory procedure:

(a) Timely Notification: The Customer must file a formal claim through the designated channel within the SoQoni App within two (2) hours of the recorded delivery time. Claims submitted after this two-hour window shall be deemed invalid and will not be processed.

(b) Submission of Evidence: The Customer is obligated to provide clear, timestamped, and unaltered photographic or video evidence that substantiates the claimed deficiency. This evidence must unequivocally demonstrate the damage, defect, or discrepancy of the delivered goods.

(c) Company Review: Upon receipt of a claim and its accompanying evidence, Soal shall initiate a review process. This process may involve communication with the involved Seller and Rider. Soal reserves the sole and absolute right to determine the validity of a claim based on the evidence presented. This review shall be completed within a period of twenty-four (24) to forty-eight (48) business hours.

(d) Approval and Processing: If the claim is approved, Soal will initiate the refund to the original M-Pesa number used for the transaction. The Customer acknowledges and agrees that the processing of the refund may take three (3) to five (5) business days to reflect in their account, depending on the policies of the payment processor.

NON-REFUNDABLE CIRCUMSTANCES FOR CUSTOMERS

4.1. Notwithstanding any other provision in this Policy, the Customer explicitly agrees that no refund shall be granted under the following circumstances:

(a) A mere change of mind or personal preference regarding a product after the purchase has been completed.

(b) Minor imperfections in product packaging that do not affect the quality, integrity, or utility of the product itself.

(d) Incorrect or incomplete orders resulting from an inaccurate, insufficient, or erroneous delivery address provided by the Customer.

(e) The Customer’s failure to be available at the provided delivery address to receive the order, resulting in a failed delivery.

PART B: FINANCIAL OBLIGATIONS OF SELLERS

SELLER LIABILITY IN REFUND SCENARIOS

5.1. The Seller acknowledges and accepts full financial responsibility for refunds arising from deficiencies that are attributable to their actions, omissions, or the condition of the goods they supply.

(a) Cost of Refunded Goods: Where a refund is approved for a reason falling under Section 2.1(b) of this Policy, the Seller shall be liable for the full purchase price of the refunded product(s). This amount shall be automatically deducted from the Seller’s subsequent payout.

(b) Commission Reversal: Any platform fees charged by Soal on the refunded order shall be waived. Soal will absorb this cost.

(c) Cost of Replacement Delivery: In instances where a replacement delivery is required for an approved claim, the Seller shall bear the full cost of the subsequent delivery fee.

(d) Surcharges: Soal reserves the right to levy additional administrative surcharges against a Seller in cases of repeated or fraudulent refund claims linked to their store, which shall also be deducted from future payouts.

PART C: FINANCIAL OBLIGATIONS OF SERVICE PROVIDERS

SERVICE PROVIDER LIABILITY IN REFUND SCENARIOS

6.1. The Service Provider acknowledges and accepts full financial responsibility for refunds arising from deficiencies that are attributable to their actions, omissions, or the quality of the services they provide.

(a) Service Refunds: Where a Customer requests a refund for unsatisfactory services, the Service Provider shall handle the matter directly with the Customer. Soal does not facilitate or mediate service refunds.

(b) Platform Role: Soal merely provides an advertising platform for Service Providers. The Company does not participate in, monitor, or have access to any communications or negotiations between Customers and Service Providers. The terms of service, including pricing, timing, location, and quality, are agreed upon entirely between the Customer and the Service Provider without any involvement from Soal.

(c) Disputes: Any disputes regarding service quality or refunds shall be resolved directly between the Customer and the Service Provider, without the involvement of Soal.

PART D: FINANCIAL OBLIGATIONS OF RIDERS

RIDER LIABILITY FOR DAMAGED GOODS

7.1. The Rider, as an independent contractor, is personally and solely responsible for exercising due care and diligence in the handling and transportation of all goods entrusted to them for delivery.

(a) Surcharge for Negligence: In the event that goods are lost or damaged during transit due to the proven negligence, mishandling, or improper conduct of the Rider, the Rider shall be surcharged for the full retail value of the lost or damaged goods.

(b) Deduction from Earnings: The amount of the surcharge shall be automatically deducted from the Rider’s earnings during the payout cycle in which the claim was validated and approved by Soal.

PART E: GENERAL REFUND PROVISIONS

REFUND AMOUNTS AND FEE TREATMENT

8.1. The specific amount to be refunded to a Customer shall be determined based on the nature and fault of the claim:

(a) Full Refund: A full refund of the product price, Service Charge, and Delivery Fee will be processed in cases where the fault lies unequivocally with Soal, the Seller, or the Rider.

(b) Partial Refund: A partial refund, limited to the value of the specific deficient product(s), may be issued in cases where only part of an order is problematic and the Delivery Fee is deemed justified.

(c) Promotional Credits: Any refunds for transactions that involved the use of promotional credits or vouchers shall be processed as platform credits, which shall be valid for a period of ninety (90) days from the date of issuance.

DISPUTE RESOLUTION AND FINANCIAL DISCREPANCIES

9.1. Any User who wishes to dispute a financial deduction, a refused refund, or any other decision made under this Policy must lodge a formal complaint with Soal’s support team at 0748237799 or via email at info@soqoni.co.ke within seven (7) calendar days of the transaction or decision in question.

9.2. Soal will endeavor to resolve all disputes amicably. Should an amicable resolution not be achieved, the matter shall be escalated in accordance with the Dispute Resolution clause of the SoQoni App Terms and Conditions, which provides for the exclusive jurisdiction of the courts of the Republic of Kenya.

SERVICE HOURS AND POLICY UPDATES

10.1. Customer Support Hours: Refund requests and related customer support inquiries will be handled during our official business hours, which are from 8:00 AM to 5:00 PM, Monday through Sunday, including public holidays. Requests received outside of these hours will be logged and addressed at the commencement of the next business cycle.

10.2. Policy Modifications: Soal reserves the right to amend, modify, or update this Policy at any time at its sole discretion. Any such changes will be communicated to Users via in-app notifications and/or SMS. Your continued use of the App following such notification constitutes your binding acceptance of the revised Policy.

CONTACT INFORMATION

11.1. If you have any questions, concerns, or requests regarding this Refund Policy, please contact us at:

Sokoni Applications Ltd (Soal)

Kitengela, Red Heron Mall, Room 19D

Email: info@soqoni.co.ke; applications.sokoni@gmail.com

Phone: 0748237799 (Call Center/Customer Support)

Website: www.soqoni.co.ke

We are committed to working with you to obtain a fair resolution of any complaint or concern about refunds.

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