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Kero Refunds Policy

This policy was implemented on 1 July 2025.

Introduction

This Policy describes the circumstances and conditions in terms of which we may provide customers of our Services with refunds of payments made to us. The terms of this Policy constitute an agreement between us. Capitalized terms used but not defined in this Policy will have the meanings set forth in the applicable agreement between us governing your use of the Services (the “Agreement”). 

Our Policy distinguishes recurring subscription payments (such as monthly subscription payments based on the Kero account plan selected by you) from payments made to top up the balance in the Kero wallet linked to your account with funds that you can use to send messages. 

Subscription Payments

We generally do not offer refunds of subscription payments received, unless legally obligated to do so in terms of the provisions of any applicable legislation, in which event we will comply with the requirements of that legislation. 
  
We may, in certain exceptional cases, exercise our discretion to refund subscription payments to customers of our Services. We reserve our right not to do so and any indulgence that we may offer a person in this regard shall not be construed as a waiver of any of our rights. Some of the factors that may influence the exercise of our discretion include: whether the customer has made use of our Services during the subscription period; the extent of the customer’s usage of our Services during the subscription period, any costs that we may have incurred in making our Services available to the customer or in reserving the Services for the customer’s use, including any third party costs that we may have incurred; whether the customer is in breach of any of the provisions of the applicable agreement or any applicable policy governing acceptable usage of the Services; and the amount of the requested refund with regard for our refunds and administration charges.

Wallet Balances held for Pre-Paid Services

Our Pre-Paid Services are services that enable you to top up the Kero Wallet linked to your account with funds that you can use at any time for certain of our Services. 

For certain Services, we may offer you the option to top up the balance in the Kero wallet linked to your account with funds that you can use to send messages by means of our Services. Your wallet balance may be reviewed in your Kero account at any time.  
 
Prepaid funds added to the wallet are non-transferable and non-refundable under normal circumstances and may be applied and used only in connection with your usage of our Services. Funds are intended for message usage and cannot be withdrawn as cash. There are, however, certain circumstances in which we may process a refund of pre-paid funds held in your wallet:

  1. Refunds for Erroneous Transactions: If a customer accidentally adds funds due to a billing error (e.g., double charge, incorrect amount), they can request a refund within 7 days of the transaction. Refund requests must be submitted via Kero Support with proof of error. 
  2. Unused Funds and Account Cancellation: If a customer requests account termination, or if an account is closed by us for any reason, including but not limited to for reason of non-use of the account or for reason of non-compliance with our terms of service and applicable policies or the terms and conditions and applicable policies of our platform partners, unused funds held in the customer’s wallet in excess of any amounts due to us or our partners including but not limited to, in terms of the Refund and Administration Charges provided for in this policy, may be eligible for a refund. 
  3. Refunds for Failed or Undelivered Messages: If messages fail due to system issues on Kero’s side, funds may be reinstated to the relevant wallet upon request. If messages fail due to customer-side errors (e.g. incorrect recipient numbers, policy violations, etc.), funds are not refundable to the customer’s wallet. 
  4. Auto-Top-Up Refunds: If an auto-top-up to the balance held in a customer’s wallet is triggered (whether by the customer’s actions or as a result of any saved settings on the customer’s account) but was not intended, customers must request cancellation of that top-up within 24 hours to be eligible for a refund. 

We prohibit and do not recognize any purported transfers, sales, gifts, or trades of funds held in a customer wallet. Evidence of any attempt to use, sell, or transfer the balance or any portion of the balance held in a customer wallet in any manner in violation of this policy or our Terms of Service may result in revocation, termination, or cancellation of the Services without refund and/or immediate suspension or termination of your Kero account. 

There are also limited instances where the balance of funds held in your wallet may be transferrable: 

  1. As a Reseller of Kero services or as a service provider selling Kero services as part of your own offering, you undertake an authorised transfer of funds from your Kero account to a Kero account of your client. 
  2. You undertake an authorised transfer of funds from one of your Kero accounts to another of your Kero accounts (that is, where the other account is a linked sub-account or parent-account in a commonly controlled group of Kero accounts and the transfer is between Affiliates (group entities and related companies)); or 
  3. On the termination of your account, you agree in writing to the transfer of any remaining balance in your wallet to a Kero approved non-profit organisation or non-governmental organisation with a registered Kero account. Kero’s approval of any non-profit or non-governmental organisation shall be granted or withdrawn in its sole and unfettered discretion at any time.

Refunds and transfers may take up to 10 (ten) days to show up in your account. 

Chargeback and Dispute Policy

Disputed transactions will result in an account hold until the issue is resolved. Repeated chargebacks may lead to account suspension.

Refund and Administration Charges

Whenever a refund is to be made to you in terms of this Policy, whether for Pre-Paid Services, Subscription Services or any other products or Services, you will be charged a refund and administration fee of up to 7% of the value of the refund to be made to you, subject to a minimum refund and administration fee of USD100.00 (or, where your account is held in another currency, an equivalent sum in that currency at the relevant time that the charge accrues). Where Kero is entitled to charge any “cooling off” cancellation fee in terms of its erms of Service, you will be charged the higher of the cooling off fee and the refund and administration fee, but you will not be charged both. You will not receive a refund of any balance held in your Kero Wallet where the cost of the refund would result in a negative balance being held in your wallet.

Modifications to this Policy

We may modify the terms of this policy at any time by posting a revised version on our website or by emailing a copy to the email address associated with your account. The modified policy will become effective upon posting or, if we notify you by email, as stated in the email message. By receiving or using any Services after the effective date of any modification to this policy, you agree to be bound by the modified policy terms.