Refund Policy

You can cancel at any time from your billing settings in the Keni dashboard. You keep full access until the end of the period you have already paid for, and you will not be charged again.

Subscription payments are not refundable, including for any part of a billing period you do not use. When you cancel, you are simply not charged again.

AI credit top-ups are not refundable once bought. Unused top-up credits stay valid for 3 years from purchase while your account is open, so you can still use them. Credits included with your subscription expire at the end of each billing period.

The only exception to either is a billing error (see section 4).

Domain fees are not refundable once the domain has been registered or renewed, because the registration or renewal is paid to the registrar and registry at that moment. If a registration or renewal fails, or you are charged for a domain that was not registered or renewed — for example, a renewal payment that arrives after the domain was deleted for non-payment — we will refund that fee in full. Deleting a domain for non-payment does not entitle you to a refund of earlier fees.

We will always refund in full:

• a duplicate charge for the same billing period, credit top-up or domain;
• a credit top-up that was charged but not added to your balance;
• a subscription charge made after you cancelled; or
• a charge for the wrong amount (we refund the difference).

• Email team@keni.co.za with the email address on your Keni account, the date and amount of the payment, and what went wrong.
• We will reply within 5 business days.
• Approved refunds are paid back to the card you paid with, through Paystack. Your bank may take 5 to 10 business days to show the refund.
• Please contact us before disputing a Keni charge with your bank. Most issues are quicker to solve directly.

Stores built with Keni are run by independent merchants. When you buy from one, you are buying from that merchant, and your payment goes to them, not to Keni. Refunds, returns and cancellations are handled by the merchant under their own refund policy and the Consumer Protection Act. Contact the merchant using the details on their store.

If a merchant does not respond, or you believe a store is fraudulent, report it to team@keni.co.za and we will investigate under our Acceptable Use Policy. You can also raise a dispute with your bank.

Nothing in this policy limits any right you have under the Consumer Protection Act, the Electronic Communications and Transactions Act, or other South African law that cannot lawfully be excluded.