Returns & Refund Policy

1. Nature of the Platform

Sokify is a classified advertisements marketplace. We act as an intermediary platform that connects buyers and sellers; we are not a party to any transaction between users. Returns and refunds for goods or services advertised on the Platform are the sole responsibility of the individual seller.

2. Refunds for Paid Packages

Refunds for purchased ad packages may be requested under the following conditions:

• Technical failure: If you were charged but your package was not activated due to a technical error on our part, you are entitled to a full refund or package activation at your discretion.
• Duplicate payment: If you were accidentally charged twice for the same package, the duplicate charge will be fully refunded.
• Unauthorised charge: If you did not authorise the payment, contact us immediately for investigation.

3. Non-Refundable Situations

Refunds will not be issued in the following situations:

• You purchased a package but changed your mind before using any ad slots.
• Your account was suspended due to violation of our Terms & Conditions.
• Ad slots expired due to the end of the 30-day validity period.
• You used some or all of the ad slots in the purchased package.
• You no longer wish to use the Platform after purchase.

4. Buyer–Seller Disputes

Sokify does not mediate disputes between buyers and sellers over goods or services. We encourage users to:

• Inspect items carefully before completing a transaction.
• Agree on return and refund terms directly with the seller before purchase.
• Meet in safe, public locations for physical item exchanges.
• Report fraudulent sellers to us via support@sokify.co.ke.

5. How to Request a Refund

To request a refund for a package payment, email support@sokify.co.ke with:

• Your registered email address.
• The payment reference or transaction ID.
• The date of purchase and the amount charged.
• A description of the issue.

We aim to process all refund requests within five (5) business days. Approved refunds will be returned to the original payment method within 7–14 business days depending on your bank or mobile money provider.

6. Contact

For returns and refund enquiries, contact us at support@sokify.co.ke.