Refund Policy

1. Overview

This Refund Policy explains when fees paid for Rely Finance may be refunded. It should be read with our Terms of Use and pricing presented at purchase. We aim to treat customers fairly and in line with the Consumer Protection Act, 2012 and other applicable Kenyan law.

Billing questions: billing@rely.co.ke. General support: support@rely.co.ke.

2. Types of fees

Depending on your plan, charges may include:

• Platform / subscription fees (recurring access to the product tier)
• Usage-based fees (for example per approved payroll employee, payment events or other metered items described in pricing)
• One-time fees (setup, add-ons or professional services if offered)
• Taxes (including VAT) where applicable

3. Trials

If we offer a free trial (including a 14-day trial), you may cancel before the trial ends without platform subscription charges for the trial period, subject to any stated trial limits.

Where we expressly waive usage or transaction fees during trial, those waived amounts are not later charged for activity correctly covered by the waiver. Abuse of trial terms (for example repeated trial accounts) may result in suspension and ineligibility for refunds.

If you convert to a paid plan, Section 4 onwards applies to post-trial charges.

4. Subscription / platform fees

Unless required by law or expressly stated at checkout:

• Monthly platform fees are generally non-refundable once a billing period has started, except as set out below
• If you cancel, you retain access until the end of the paid period; we do not pro-rate by default for mid-cycle cancellation
• Annual or multi-month prepayments: if you cancel early, we may offer account credit or a partial refund at our discretion, less any discount already applied and any usage already incurred

5. Usage-based fees

Usage-based fees compensate metered consumption already incurred (for example payroll employees approved in a period). Those fees are non-refundable once the billable event has occurred, except where the charge resulted from a verified billing system error by Rely.

You are responsible for reviewing approvals, user permissions and configuration that generate usage.

6. Duplicate or erroneous charges

If you were charged twice for the same invoice or charged due to a clear Rely billing error, we will refund the duplicate or erroneous amount after verification. Provide the payment reference, organisation name, date and amount to billing@rely.co.ke.

7. How to request a refund

Email billing@rely.co.ke with: organisation name, account email, invoice or payment reference, amount, date and reason. We aim to acknowledge within 5 business days and complete approved refunds within 14 business days, subject to payment-provider timelines.

Refunds are issued to the original payment method where possible. Bank or mobile-money timelines vary by provider.

8. Chargebacks

Please contact us before initiating a chargeback so we can resolve issues quickly. Fraudulent or abusive chargebacks may result in account suspension and recovery of fees, costs and evidence to the payment provider.

9. Currency and taxes

Fees are typically denominated in Kenya Shillings (KES) unless stated otherwise. Refunds will not include bank FX margins beyond what we actually receive/return. Taxes collected may only be refunded where permitted by tax law and our filing position.

10. Changes

We may update this Policy by posting a revised version. Changes apply to purchases made after the effective date; prior purchases remain subject to the policy in force at purchase except where law requires otherwise.

11. Contact

Questions: support@rely.co.ke

Billing: billing@rely.co.ke

Website: https://finance.rely.co.ke