Refund & Cancellation Policy

This policy explains how to cancel your KYC.me.co.bw subscription and when refunds apply.

1. How to cancel

Email [email protected] from your registered account email, or
ask our support team via your client dashboard contact channel.

Cancellation takes effect at the end of your current paid billing period — you keep full access until then. There are no cancellation fees, and you can cancel at any time.

2. Refunds

Monthly subscriptions (P500/month): payments are for the month ahead and are generally non-refundable once the billing period has started. We do not provide prorated refunds for part months, except in the cases below.
SMS OTP credits (P0.15/SMS): unused prepaid SMS balances are refundable on request at account closure.
Service failure: if the Platform is materially unavailable or fails to perform as described and we cannot fix it within a reasonable time, we will refund the fees for the affected period on request.
Accidental or duplicate payment: refunded in full when reported within 14 days.
First 14 days: if this is your first subscription and the Service does not meet your needs, tell us within 14 days of your first payment and we will refund it.

No refund is due where an account is terminated for material breach of the Terms of Service or Acceptable Use Policy.

3. Your data when you cancel

Before cancelling: export your campaign entries via the CSV export in your client dashboard. This is your responsibility — keep a copy before access ends.
After cancellation: your campaign data is retained for a grace period of 30 days, during which you can request an export by emailing [email protected].
After the grace period, campaign data (including uploaded documents) is securely deleted. Residual backup copies cycle out within a further 30 days, and audit logs are retained per our Data Retention Policy.
Where Botswana law requires us to keep certain records (e.g. billing records), we retain only what the law requires, for the required period.

4. Reactivation

You may reactivate during the 30-day grace period and pick up where you left off. After deletion, a reactivated account starts empty.

Questions: [email protected].