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Refund Policy

Last updated: 1 May 2026

Overview

This Refund Policy explains the circumstances under which Inzu Connect will issue refunds for subscription fees, platform transaction fees, and add-on purchases. Please read this policy carefully before subscribing to any paid plan.

By using a paid plan, you acknowledge that you have read, understood, and agree to this Refund Policy.

Subscription fees

General policy

All subscription fees (Starter, Grow, Scale) are billed in advance and are non-refundable once the billing period has started, except in the circumstances described below.

Monthly subscriptions

If you cancel a monthly subscription, you will continue to have access to the platform until the end of the current billing month. No partial-month refunds are issued.

Yearly subscriptions

If you cancel a yearly subscription within the first 14 days of the subscription start date (not the trial), you are entitled to a full refund of the annual fee paid. After 14 days, yearly subscription fees are non-refundable. You will retain access until the end of the annual period.

Plan downgrades

Downgrading to a lower plan takes effect at the start of the next billing period. No refund is issued for the difference in plan cost for the current period.

Free trial

All plans include a 14-day free trial. No payment is collected during the trial period. If you do not subscribe at the end of the trial, your account will be downgraded to read-only mode - no charges will be made and no refund is necessary.

Platform transaction fees

Platform transaction fees are charged on rent payments processed through the platform. These fees are:

  • Non-refundable once a payment has been confirmed by DPO Pay and the platform earning record has been created.
  • Refundable only if the underlying rent payment is reversed or refunded through DPO Pay due to a system error or fraud - in which case the platform fee is also reversed automatically.

We are not responsible for payment processing errors that originate with DPO Pay. Any disputes about the underlying rent payments should be raised directly with DPO Pay's support team.

Overage charges

Overage charges are applied when your usage exceeds your plan's included limits. These charges are non-refundable once applied, as the service was delivered.

If you believe an overage charge was applied in error, please contact us within 14 days of the charge and we will investigate.

Add-ons

Monthly add-ons

Monthly add-on fees (WhatsApp notifications, SMS, advanced analytics, branded portal, data backup) are non-refundable once the billing period has started. You may cancel an add-on at any time and it will not renew in the next billing period.

One-time add-ons

The Priority Onboarding package (RWF 150,000 one-time) is non-refundable once the onboarding session has been scheduled, as this requires allocation of our team's time. If you cancel before a session is scheduled, a full refund will be issued.

Exceptional circumstances

We will consider refund requests outside of this policy in the following exceptional circumstances:

  • Extended platform outage: if the platform is unavailable for more than 72 consecutive hours due to issues on our side, affected customers on paid plans may request a pro-rated refund for the downtime period.
  • Duplicate charge: if you were charged twice for the same subscription period due to a billing system error, we will refund the duplicate charge immediately upon verification.
  • Fraudulent charge: if a charge was made on your account without your authorisation, contact us immediately at billing@inzuconnect.com and we will investigate and refund if fraud is confirmed.
  • Regulatory requirement: where applicable consumer protection laws require a refund, we will comply fully.

Refund process

To request a refund:

  • Email billing@inzuconnect.com with subject line "Refund Request - [your company name]"
  • Include the invoice number(s) for the charge(s) in question
  • Describe the reason for your refund request

We will acknowledge your request within 2 business days and aim to resolve it within 7 business days.

Approved refunds are processed back to the original payment method and may take 5-10 business days to appear depending on your bank or mobile money provider.

Contact

For refund requests or billing questions: