This policy explains when Frostwood Limited refunds money paid for Frostwood Bulk SMS. It forms part of our Terms of Service and does not limit any rights you have under the Consumer Protection Act, 2012.
1. Credits returned automatically
You do not need to ask for these. The credits go straight back to your balance:
- messages the network supplier rejects before accepting them, for example an invalid number;
- messages you cancel before they are sent;
- scheduled campaigns you cancel or edit before the send time.
A message that the network has accepted is charged even if it is not delivered to the handset (for example, the phone was off until the message expired), because the network charges us for it.
2. Unused credits you bought
- Credits do not expire, so you can keep them for later.
- If you prefer, you can ask for a refund of unused credits within 12 months of buying them.
- We refund what you paid for those credits, including VAT if any. Where you bought credits at different prices, we refund the most recent purchases first.
- We deduct the M-Pesa charge for sending the refund.
- Credits held for a scheduled campaign can be refunded once you cancel that campaign.
3. Payment mistakes
- Paid twice, paid too much, or paid with a wrong account number: we return the extra money in full, or add it to your balance if you prefer.
- Paid to our Paybill without an order: pay-as-you-go top-ups become credits automatically. If that was a mistake, ask within 30 days and we treat the unused credits as a full refund, with no deduction.
4. Sender ID setup fees
- Full refund if we decline your application, or you withdraw it, before we submit it to the networks.
- After we submit it, the fee for each network that has received the application is not refundable, even if the network declines the name. The networks charge for every application they review. Fees for networks not yet submitted are refunded.
5. Not refundable
- Free credits, including the welcome credits for new accounts and promotional credits.
- Credits used for messages the network accepted.
- Credits removed because a payment was reversed.
6. Closing your account
When you close your account, unused purchased credits are refunded under section 2.
If we suspend an account for suspected fraud or unlawful messaging, we may hold a refund while we investigate. Where the law allows, we may also deduct costs that the misuse caused us, such as network penalties.
7. How to ask
- The account owner opens a support ticket in the dashboard (Support → New ticket, topic "Billing"), or emails info@frostwood.co.ke from the account's email address. Include your account number (for example FW10482) and the M-Pesa receipt numbers.
- We confirm the amount within 2 working days. The credits are set aside so they cannot be used while the refund is processed.
- A second member of our finance team approves every refund.
- We pay by M-Pesa to the number that made the payment, within 7 working days of approval. If that is not possible, we agree another method with you in writing.
Every refund appears in your transaction history and on a receipt.