Refund Policy

1. Overview

At ISPCentre, we operate on a prepaid wallet system with daily billing. This Refund Policy explains how refunds work for wallet top-ups, unused credits, and our various pricing plans. We are committed to providing transparent and fair billing practices.

For detailed pricing information, please visit our Plans page.

2. How ISPCentre Billing Works

2.1 Prepaid Wallet System

ISPCentre uses a prepaid wallet model where:

• You top up your wallet via M-Pesa, Paystack, or Pesapal
• Platform fees and router costs are deducted daily from your wallet
• You only pay for what you use - no long-term commitments
• You can top up any amount at any time

2.2 Daily Billing Rates

We offer multiple platform access tiers with daily billing rates. Plans include:

• Starter POP: Free forever with limited features
• Starter: Entry-level paid plan with core billing features
• Growth: Mid-tier plan with advanced reports and API access
• Pro: Full-featured plan with complete automation and priority support

For current daily rates and monthly equivalents, please see our Plans page.

2.3 Router Capacity Costs

In addition to platform fees, router capacity costs are charged based on router class:

• C1 Routers: Small capacity (e.g., RB951)
• C2 Routers: Medium capacity (e.g., hAP ac², L009)
• C3 Routers: Large capacity (e.g., RB4011, RB5009)
• C4 Routers: Enterprise capacity (CCR series) - contact sales for custom pricing

For current router capacity pricing, please see our Plans page.

3. Free Starter POP Plan

Our Starter POP plan is completely free forever with no credit card required. This plan includes:

• 1 Small POP (C1 router)
• Up to 20 PPPoE users or 30 hotspot users
• Core billing and device management
• Auto-provisioning and user portal
• Basic reports

Since this plan is free, no refunds apply. You can use it indefinitely at no cost.

4. Wallet Top-Up Refunds

4.1 Unused Wallet Balance

You may request a refund for your unused wallet balance under the following conditions:

• Minimum refundable balance applies (contact support for current minimum)
• Account must be active (not suspended or terminated)
• All pending charges must be settled
• Refund request must be submitted via support ticket or email

4.2 New Customer Satisfaction Guarantee

For new customers who upgrade from Starter POP to a paid plan:

• If you're not satisfied within the first 7 days of your first wallet top-up, you may request a full refund
• This applies only to your first paid plan upgrade (Starter, Growth, or Pro)
• Request must be submitted within 7 days of your initial top-up
• Your account will be downgraded to the free Starter POP plan after refund

4.3 Erroneous Top-Ups

If you accidentally top up your wallet with an incorrect amount:

• Contact support within 24 hours of the top-up
• Provide transaction details (M-Pesa reference, payment receipt)
• If the funds have not been used for daily charges, we will refund the amount
• If charges have already been deducted, only the remaining balance will be refunded

5. Grace Period and Account Suspension

When your wallet balance runs out:

• You receive a 72-hour grace period to top up your wallet
• During the grace period, your service continues uninterrupted
• After 72 hours without payment, your account is auto-downgraded to a lower tier or free plan
• No refunds are provided for the grace period charges

6. Non-Refundable Items and Charges

The following are not eligible for refunds:

• Daily charges already deducted - Once platform fees or router costs have been deducted for a day, they cannot be refunded
• Payment processing fees - Transaction fees charged by M-Pesa, Paystack, or Pesapal are non-refundable
• Grace period charges - Charges incurred during the 72-hour grace period
• Custom development work - Any custom integrations or development performed at your request
• Training or consulting services - Once delivered, these services are non-refundable
• Router capacity costs - Monthly router costs that have already been charged
• Account termination due to Terms violation - No refunds for unused balance if account is terminated for violating Terms of Service

7. Service Interruptions

In the event of significant service interruptions caused by ISPCentre:

• If our service is unavailable for more than 48 consecutive hours due to issues within our control, affected customers will receive a service credit
• Credits are calculated based on the daily platform fee for the days affected
• Credits are automatically added to your wallet within 5 business days
• Scheduled maintenance windows (announced in advance) do not qualify for credits
• Interruptions caused by third-party services (payment processors, internet connectivity, power outages) do not qualify for refunds

8. Plan Changes and Downgrades

8.1 Upgrading Plans

When you upgrade from one plan to another (e.g., Starter to Growth):

• The upgrade takes effect immediately
• The new daily rate applies from the next day
• No refunds are provided for the previous day's charges
• Your wallet balance carries over - no loss of funds

8.2 Downgrading Plans

When you downgrade to a lower-tier plan:

• You can downgrade at any time through your account settings
• The downgrade takes effect the next day
• No refunds for the current day's charges at the higher rate
• Your wallet balance is preserved
• Features exclusive to higher plans will be disabled after downgrade

8.3 Switching to Free Starter POP

You can switch back to the free Starter POP plan at any time:

• Any remaining wallet balance can be refunded (minimum Ksh 500)
• Your account will be subject to Starter POP limitations (20 PPPoE or 30 hotspot users)
• You can upgrade again anytime by topping up your wallet

9. Requesting a Refund

To request a refund for your unused wallet balance:

1. Log in to your ISPCentre account
2. Navigate to Settings → Billing → Wallet
3. Click "Request Refund" (available if balance meets the minimum threshold)
4. Provide your M-Pesa number or bank account details for refund
5. Submit the request

Alternatively, contact our support team:

• Email: support@ispcentre.com
• Include your account email and reason for refund
• Our team will review within 2-3 business days
• Approved refunds are processed within 5-7 business days

10. Refund Processing Time

Once a refund is approved:

• M-Pesa refunds: 1-3 business days
• Bank transfers: 5-7 business days
• Card payments (Paystack/Pesapal): 7-10 business days

The actual time may vary depending on your bank or payment provider. We will provide you with a refund confirmation and tracking information once processed.

Note: Payment gateway fees (charged by M-Pesa, banks, or card processors) are non-refundable and may be deducted from your refund amount.

11. Disputed Charges

If you believe you have been incorrectly charged:

• Contact our support team immediately at support@ispcentre.com
• Provide details of the disputed charge: date, amount, and reason
• Include any supporting documentation (screenshots, transaction receipts)
• We will investigate and respond within 3-5 business days
• If the charge was made in error, we will credit your wallet immediately

Please contact us before initiating a chargeback with your bank or payment provider, as this may result in immediate account suspension and complicate the resolution process.

12. Account Closure

If you decide to close your ISPCentre account:

• You can request closure at any time through support@ispcentre.com
• Any wallet balance meeting the minimum refund threshold will be refunded
• Balances below the minimum are typically forfeited unless you request otherwise
• All your data will be exported and made available for 30 days
• After 30 days, all data is permanently deleted
• Closure is final - you cannot recover your account after the 30-day period

13. Promotional Credits and Bonuses

From time to time, we may offer promotional credits, bonuses, or discounts:

• Promotional credits are non-refundable and cannot be converted to cash
• Credits must be used within their validity period
• Unused promotional credits expire and cannot be refunded
• Referral bonuses and loyalty rewards are non-refundable

14. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email or in-app notification at least 14 days before taking effect.

Your continued use of the Service after changes constitutes acceptance of the revised policy. We encourage you to review this policy periodically.

15. Contact Information

If you have any questions about this Refund Policy or wish to request a refund, please contact us: