Refund Policy

Overview

You can request a refund for nearly any unused service / airtime.

VOKKA will, upon request via support@vokkaconnect.com, issue a refund for any reason if the request is made within 2 days of purchase and the service / airtime has not been used. There are more details below, but even if you fall outside of the refund rules we've described, you can ask for a refund anyway and we will take a look.

You will be issued a full refund of your purchase within a week of approval.

You will receive the refund through the same payment method you used to make the purchase. If for any reason VOKKA is unable to issue a refund via your initial payment method, we will provide the value in equivalent credit or provide an alternate method of refund. (Some payment methods available in your jurisdiction may not support refunding a purchase back to the original payment method.)

Where refunds apply

Our refund offer — within 2 days of purchase and unused — applies to products and services on our application.

EU right of withdrawal services

European law principally provides a right of withdrawal on software sales.

However, it can be and typically is excluded for boxed software that has been opened and for digitally provided content once it has been made available to the end user. This is what happens when you make a transaction: the EU statutory right of withdrawal ends the moment the content and services are added to your account.

For any EU consumer

You have the right to withdraw from any purchase of unused product / service on VOKKA within 14 days without giving any reason.

For any purchased products, the withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods (“Hardware Return Period”). For any transaction related to digital content, the withdrawal period will end when the content is made available to you with your prior express consent and acknowledgement that you lose your right of withdrawal.

To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement. The easiest way is by contacting customer support through support@vokkaconnect.com. If you do so, we will acknowledge receipt on a durable medium (e.g. by email) without delay. To meet the withdrawal deadline, it is sufficient to send your communication before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from an agreement, we shall reimburse you all payments received from you, including the costs of delivery (except supplementary costs from choosing a delivery type other than the least expensive standard delivery we offer), without undue delay and in any event not later than 14 days from the day we are informed about your decision to withdraw. We will use the same means of payment as the initial transaction unless you have expressly agreed otherwise; you will not incur a fee as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest.

You shall send back the goods to our returns warehouse without undue delay and in any event not later than 14 days from the day you communicate your withdrawal. The deadline is met if you send back the goods before the 14-day period has expired. You will bear the direct cost of returning the goods. You are only liable for diminished value resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

If the product you wish to return was bundled with a Subscription, the Subscription is automatically cancelled with your return of the product.

M-Pesa refund policy

1. Erroneous payment to M-Pesa Paybill

If you accidentally send funds to an M-Pesa Paybill number, follow these steps:

1. Contact M-Pesa customer care immediately, providing them with the transaction details.
2. M-Pesa will verify the transaction and assess whether the funds were received and utilized.
3. If the funds were not used for any services, M-Pesa will initiate a refund within 72 hours to your M-Pesa account.

2. Erroneous payment to a different VOKKA account

If you mistakenly send funds to a VOKKA account belonging to another person:

1. Contact VOKKA customer care promptly and provide the transaction details.
2. VOKKA will verify the transaction and confirm whether they received the funds and provided services.
3. If services were not rendered, VOKKA will initiate a refund within 72 hours to your M-Pesa account.
4. In some cases, VOKKA may request you to top up the amount you have used before processing the refund.

3. Erroneous payment to your VOKKA account

If you unintentionally send an incorrect amount to your VOKKA account:

1. Contact VOKKA customer care immediately with the transaction details.
2. VOKKA will verify the transaction and assess whether the funds were utilized.
3. If the funds were not used, VOKKA will initiate a refund within 72 hours to your M-Pesa account.
4. If services were provided, VOKKA will deduct applicable usage charges and refund the remaining balance. They may contact you to top up the amount used before processing the refund.

Abuse

Refunds are designed to remove the risk from purchasing products or services — not as a way to get free products and services. If it appears to us that you are abusing refunds, we may stop offering them to you. We do not consider it abuse to request a refund on a title that was purchased just before a sale and then immediately rebuying that title for the sale price.

How to request a refund

You can request a refund or get other assistance with your purchases at support@vokkaconnect.com.

Revision date

This Refund Policy was last updated on 7th July 2026 (“Revision Date”). If you were a user before the Revision Date, it replaces the existing Refund Policy.