REFUND POLICY

1. Introduction

This Refund Policy explains how refunds, reversals, and dispute resolutions are handled on LipaBoma, a property management system built and operated by Helium Technologies Limited, used by landlords, property managers, and tenants across Kenya and East Africa.

2. Nature of the Platform

LipaBoma is a software-as-a-service (SaaS) system offering:

• Property management tools
• Digital rent collection
• Wallet balances for landlords
• Payment processing via M-Pesa, bank transfers, and other regional methods

Because the platform processes payments on behalf of property owners, refunds depend on the transaction type and wallet status.

3. Refund Eligibility

Refunds may be issued only under the following circumstances:

3.1 Duplicate Payments

If a tenant pays rent more than once accidentally.

3.2 Incorrect Amount Sent

If the tenant enters the wrong amount by mistake.

3.3 Unauthorized Transactions

If a payment is made without the user's consent and verified through M-Pesa or banking dispute channels.

3.4 System Error

If Helium Technologies Limited processes a payment incorrectly due to:

• Technical glitch
• API failure
• Wallet synchronization errors

All system-related refunds are honored after internal validation.

4. Non-Refundable Situations

Refunds will not be offered for:

4.1 Completed and Withdrawn Funds

If the landlord/property owner has already:

• Withdrawn funds, or
• Transferred them to an external bank/M-Pesa account

4.2 Subscription Fees

All subscription or service fees paid to LipaBoma are non-refundable once activated.

4.3 Disputes Between Landlord and Tenant

LipaBoma does not mediate rental agreement disputes such as:

• Evictions
• Rent increases
• Property disagreements

Such matters must be resolved privately.

5. Refund Process

Step 1: User Initiates Request

Users must request a refund within 48 hours of payment through:

• The in-app support section
• Email: support@lipaboma.com

Step 2: Verification

We verify:

• Transaction ID (M-Pesa or bank)
• Payment logs
• Wallet balance availability
• Fraud checks

Step 3: Approval or Decline

Approval depends on:

• Eligibility
• Whether funds are still held in LipaBoma's system
• Compliance with regional financial regulations

Step 4: Processing

Refunds are processed via the original payment method (M-Pesa or bank) within:

• 2–5 working days for M-Pesa
• 3–7 working days for bank transfers

6. Wallet Balances

Landlord wallets hold rent until withdrawn. Refunds can be issued only if the wallet still contains the exact amount tied to the disputed transaction.

If funds have already been withdrawn, the landlord must issue a manual refund independently.

7. Platform Errors & System Downtime

If payments fail due to:

• Server issues
• Gateway downtime
• API failures

Helium Technologies Limited will correct or refund the transaction.

8. Chargebacks & M-Pesa Reversals

If a tenant initiates:

• A chargeback (bank)
• A reversal request (M-Pesa)

Helium Technologies Limited will provide transaction evidence to the financial institution for resolution.

9. Changes to This Refund Policy

This policy may be amended at any time due to regulatory, administrative, or technology changes.

10. Contact Information

For refund-related matters, contact: