Last Updated: June 2026
ChamaPay ("we", "us", "our"), operated by Nelimax Technologies, provides this Refund Policy to explain how refunds, cancellations, and payment disputes are handled on the ChamaPay platform.
1. Subscription Fees
ChamaPay may charge subscription or administration fees for use of the Platform. All subscription fees are non-refundable once paid, except as required by applicable law or as expressly stated in your plan terms.
2. No Refunds for Chama Funds
ChamaPay does not hold, manage, or have custody of member funds. All contributions, savings, loan disbursements, and withdrawals flow directly between members' M-Pesa accounts and the Chama's designated paybill or till number. Because ChamaPay never holds your money, ChamaPay cannot issue refunds for chama contributions, savings, loans, or fines. Any refund request for chama-level transactions must be directed to your Chama Admin.
3. M-Pesa Transaction Failures
Payments are processed through Safaricom's M-Pesa Daraja API. If an M-Pesa transaction fails or is reversed by Safaricom, the corresponding record on ChamaPay is updated automatically. Refunds for failed M-Pesa transactions are processed by Safaricom according to Safaricom's own refund timelines, not by ChamaPay.
4. Duplicate or Erroneous Payments
If you believe a duplicate or erroneous payment was made for a ChamaPay subscription fee, contact support@chamapay.co.ke within 30 days of the transaction with your transaction reference, phone number, and amount. ChamaPay will investigate and, if the error is confirmed, issue a refund or credit for the subscription fee within 14 business days.
5. Free Trial Cancellations
Plans that include a free trial may be cancelled at any time before the trial ends. No charges apply during the trial period, and no refund is owed because no payment was collected.
6. Disputes & Chargebacks
If you initiate a chargeback through your payment provider without first contacting ChamaPay support, your ChamaPay account may be suspended pending resolution. We encourage you to contact us at support@chamapay.co.ke to resolve any billing concern before initiating a chargeback.
7. How to Request a Refund
To request a refund for a ChamaPay subscription fee, email support@chamapay.co.ke with:
- Your Chama name and member ID
- The transaction reference number
- The date and amount of the payment
- The reason for the refund request
We will respond within 7 business days. Approved subscription refunds are issued to the original payment method within 14 business days.
8. Changes to This Policy
We may update this Refund Policy periodically. Material changes will be communicated via email or in-app notification at least 30 days before taking effect. Continued use after changes constitutes acceptance of the revised policy.
9. Contact Us
For questions about refunds or this policy:
Nelimax Technologies
Email: support@chamapay.co.ke
Website: chamapay.co.ke