Effective Date: July 2025

At Mali Yetu, we are committed to providing reliable and secure financial services. Due to the nature of digital transactions and financial services, refunds are handled with transparency, fairness, and adherence to regulatory standards.

1. Eligibility for Refunds

Refunds may be considered under the following conditions:

• Erroneous Transactions: If a transaction was completed in error (e.g., incorrect amount, double payment).

• Unauthorized Transactions: If a transaction was completed without your knowledge or consent, after an investigation.

• Failed Transactions: If a transaction fails but your account is still debited.

• Service Not Rendered: If a paid service (e.g., warehouse allocation or payment disbursement) was not delivered.

Refund requests must be made within 7 days from the date of the transaction.

2. Non-Refundable Services

The following are not eligible for refund:

• Successfully completed payments (e.g., disbursements to farmers, traders, or partners)

• Government charges or taxes processed through the platform

• Transaction fees, unless charged in error

• Services already rendered or utilized (e.g., credit facility usage)

3. How to Request a Refund

To initiate a refund request, contact our support team with:

• Your full name and contact info

• Transaction reference ID

• Date and time of transaction

• Reason for the refund request

📧 Email: support@maliyetu.co.ke
📞 Phone: [Insert official phone number if available]

All refund requests will be investigated and responded to within 5 working days.

4. Refund Process

• If approved, refunds will be issued to the original payment method used.

• Processing times may vary depending on banks, mobile money providers, or payment gateways.

• You will be notified via email or SMS once the refund is processed.

5. Fraud or Abuse

Mali Yetu reserves the right to deny refund requests suspected to be fraudulent, abusive, or inconsistent with our Terms and Conditions.