The short version
Premium and Boosts are one-off purchases. Premium is normally non-refundable once it has been added to your account, except where Kenyan law requires a refund or where we confirm a payment error or duplicate charge.
If something goes wrong, contact us — we would rather fix a problem than leave you paying for something you did not receive.
Premium
Premium is KES 100 for 30 days in this version, bought through M-Pesa via IntaSend. There is no automatic renewal; each purchase is a separate payment.
Time is added to your account when our server confirms the payment. Buying again while Premium is active extends it.
If you cancel or delete your account, remaining Premium time is not refunded.
Boosts
A Boost lasts 30 minutes and starts when you activate it, not when you buy it.
If a Boost is charged but cannot be activated because of a technical fault, contact us and we will restore the Boost or refund it.
An activated Boost that simply brought fewer views than you hoped is not refundable.
When we will refund
You were charged more than once for the same purchase.
You paid and the feature was not delivered, and we cannot fix it.
The payment was not authorised by you, once we have verified what happened.
Kenyan law gives you a right to a refund in your circumstances.
How to request a review
Email support@friendskenya.com with the M-Pesa phone number used, the approximate date and time, the amount, and the M-Pesa receipt code if you have it. Never send your M-Pesa PIN or a one-time password.
We aim to reply within 7 business days. Approved refunds are sent back through M-Pesa to the number that paid, and the time it takes depends on the mobile network. If we need more information, we will tell you what and why.
Chargebacks and disputes
M-Pesa payments do not use card chargebacks. If you believe a transaction is fraudulent, contact us and your mobile network operator, and report it to the police where appropriate.
Contact
Questions about a payment? Email support@friendskenya.com. These terms are part of our Terms of Service and are governed by the laws of Kenya.