14-Day Money-Back Guarantee. If you hit a problem that makes AlkaPay Pro unusable and we can't resolve it, tell us within 14 days of your purchase and we'll refund you in full.
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1. Our Guarantee
Every AlkaPay Pro and Lifetime license is backed by a 14-day money-back guarantee. If, within 14 days of your purchase, you run into a technical problem that makes AlkaPay unusable on your store and our support team cannot resolve it, we will issue a full refund. We would always rather fix the problem for you — so please get in touch first and give us a chance to help.
2. Eligibility
To be eligible for a refund:
- Your request must be made within 14 days of the original purchase;
- The request applies to your first purchase of a given license (not renewals — see below);
- You experienced a technical problem that prevented AlkaPay from working on your store; and
- You contacted support@alkapay.co.ke and gave us a reasonable opportunity to resolve it, and we were unable to.
3. Exceptions
Refunds are generally not available where:
- The 14-day window has passed;
- You changed your mind, or no longer need the plugin;
- AlkaPay works as described but is missing a feature you hoped for — please check the feature list and try the free version first;
- The problem is caused by a conflict with a third-party theme or plugin that is outside our control;
- You found an alternative product you prefer;
- There is evidence of abuse of the refund policy (for example, repeated buy-and-refund cycles);
- The purchase violated our Terms of Service.
Because the free version lets you trial manual payments — and our live demo lets you see the full STK Push flow — we encourage you to evaluate AlkaPay before purchasing Pro.
4. How to Request a Refund
Requesting a refund is simple:
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Contact us
Email support@alkapay.co.ke from the address you used to purchase, or use the refund option in your purchase confirmation / account portal.
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Include your details
Provide your order number or license key so we can locate your purchase quickly.
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We process it
Once approved, your license is deactivated and the refund is issued to your original payment method.
5. Processing & Timing
Purchases and refunds are handled through our checkout and licensing provider, Freemius. Approved refunds are processed promptly. The time it takes for funds to appear depends on your payment provider and bank — typically within 5–10 business days. Refunds are issued in the original currency and to the original payment method.
6. Renewals & Cancellations
Annual licenses renew automatically so your Pro features keep working. You can cancel auto-renewal at any time from your account portal to prevent future charges. To avoid being charged for a renewal, cancel before the renewal date. Renewal payments fall outside the initial 14-day guarantee, though we review reasonable requests case by case.
7. The Free Version
The free version of AlkaPay is, and always will be, free — there is nothing to refund. You can use manual M-Pesa payments at no cost, for as long as you like.
8. Contact
Questions about a refund or this policy? Reach us at support@alkapay.co.ke and we'll be glad to help.