Kotabiz Refund Policy

At Kotabiz, we are committed to providing quality services and ensuring user satisfaction. However, situations may arise where a refund is necessary, particularly regarding paid services such as Pro accounts (Influencer 2.0, Business, VIP), boosted advertisements, or other premium services.

This refund policy outlines eligible cases, procedures, and applicable timelines for any refund requests.

1. General Principles

1.1. Eligibility for Refunds
Refunds are granted solely for paid services explicitly provided by Kotabiz and do not apply to user-to-user interactions or transactions conducted outside our platform.

1.2. General Exclusions
No refunds will be issued in the following cases:

• If the user violates Kotabiz's Terms of Service.
• For temporary service interruptions due to maintenance or technical issues.
• For amounts earned or spent through monetization features (likes, shares, posts).

1.3. Currency and Refund Methods
All refunds are processed in the original transaction currency (e.g., USD or local currency) via the payment method used for the purchase (Mobile Money, bank card, etc.).

2. Eligible Refund Cases

2.1. Technical Issues or Errors

• Billing errors or duplicate payments.
• Prolonged inaccessibility to a paid service (e.g., a Pro account not activated despite payment).

2.2. Service Cancellation

• Cancellation of a service before activation (e.g., canceling a boosted campaign before it is published).

2.3. Non-conformity of Services

• If the provided service is substantially different from what was described at the time of purchase.

2.4. Other Specific Cases
Kotabiz may, at its discretion, review and approve exceptional refund requests not covered in the cases above.

3. Refund Request Procedure

3.1. Submitting a Request
To initiate a refund request, the user must:

• Send an email to refunds@kotabiz.com or use the contact form available on the platform.
• Include the following information:
  • Name and email address associated with the Kotabiz account.
  • Date and details of the transaction.
  • A detailed reason for the refund request.
  • Any supporting documents (receipts, screenshots, etc.).

3.2. Request Review

• Kotabiz will review the request within 7 business days of receipt.
• Additional information may be requested from the user to complete the review.

3.3. Decision and Execution

• If approved, the refund will be processed within 14 business days.
• If denied, a detailed explanation will be provided.

4. Refund Timelines

Refund processing times vary based on the payment method used:

• Bank cards: 7 to 14 business days.
• Mobile Money: 3 to 7 business days.
• Bank transfers: 10 to 15 business days.

5. Limits and Responsibilities

5.1. Refunded Amount
Refunds are limited to the exact amount paid for the service in question, excluding any bank or transaction fees imposed by third parties.

5.2. User Responsibility
The user is responsible for providing accurate and complete information to enable the refund process. In cases of error or fraud, Kotabiz reserves the right to deny the refund.

6. Complaints and Appeals

If the user is dissatisfied with the response or handling of their request, they may:

• Submit a written complaint to support@kotabiz.com.
• Contact customer service via the Kotabiz platform.

7. Changes to the Refund Policy

Kotabiz reserves the right to modify this policy at any time to adapt to legal or operational changes. Any modifications will be communicated through an update on the platform and will take effect immediately.

8. Contact

For any questions or assistance regarding refunds:

• Email: refunds@kotabiz.com
• Phone: +243 836 386 614
• Postal Address: Glomeec - Kotabiz Headquarters, DRC.

Kotabiz, an initiative by Glomeec, is committed to ensuring transparency and fairness in refund management.