Refund Policy

1. How WakaSMS credits work

WakaSMS uses prepaid wallet credits for eligible messaging services. A top-up adds service credit to your account; it is not a cash deposit, bank account, or transferable financial balance. Credit is consumed when an eligible service is used according to the price and billing information shown at the time.

We aim to correct genuine billing errors fairly. A refund may be issued to the original payment method, or we may restore credits to the WakaSMS wallet where that is faster or more appropriate.

2. Eligible refunds and credit adjustments

Subject to verification, you may request a refund or credit adjustment for:

a duplicate top-up or duplicate charge;
a payment completed successfully but not reflected in the wallet;
a WakaSMS billing or service error that charged credits incorrectly;
an amount charged after WakaSMS confirms that the relevant service was not accepted or was not billable; or
another circumstance where a refund is required by applicable law or agreed by WakaSMS in writing.

We may ask for the transaction reference, account email, payment phone number, date, amount, and a description of the issue. We will not ask you to share a mobile money PIN, password, or one-time authentication code.

3. Charges that are usually not refundable

A refund will usually not be available where:

the message was accepted and billed correctly but the recipient handset was off, unreachable, full, blocked, or unable to receive it;
the recipient number, sender ID, message content, or campaign was entered incorrectly by you;
the account or content breached the Terms of Service, messaging rules, or a network partner’s requirements;
the request relates only to a change of mind after a valid top-up, except where required by law; or
the claim is unsupported, fraudulent, abusive, or raised outside a reasonable period after the transaction.

Network delivery depends on mobile operators and recipient devices. A delivery failure does not automatically mean that a charge was incorrect; we review the message status and billing record together.

4. Failed messages and delivery outcomes

Where our billing rules classify a message or segment as non-billable, the corresponding credits will be restored automatically or included in the next reconciliation. Where a message was accepted and a carrier later reports a permanent failure, we will review the route and status before deciding whether a credit adjustment applies.

Messages sent to invalid, recycled, blocked, opted-out, or incorrectly entered numbers may remain billable if they were accepted for processing. We do not refund messages that were rejected because the sender used prohibited content or failed required consent and identification obligations.

5. How to request a refund

Email [email protected] within 30 days of the relevant transaction or delivery event. Include:

your WakaSMS account email or reseller account;
the transaction or message reference;
the amount and date; and
the outcome you are requesting: credit restoration, payment reversal, or an explanation.

We may ask for additional information from the payment provider or network partner. The more complete the record, the faster we can review it.

6. Review, timing, and escalation

We aim to acknowledge refund requests within two business days and complete straightforward reviews within ten business days. Payment-provider reversals may take longer to appear and remain subject to the provider’s processing rules.

If you disagree with the outcome, reply to the support decision with the missing evidence or a clear explanation of the issue. You may also call or WhatsApp +256 773 550 009. Nothing in this policy limits rights available under applicable consumer or communications law.