Refunds

1. Who this page binds

This is the refund policy of the service published by the person named on the legal notice page, and it forms part of the terms. It applies to everyone who holds an account and to anyone who has paid us for a plan. It is published in English and in French because Cameroonian consumer protection law requires the information a consumer needs before contracting to be given fairly, clearly and in both official languages, and a promise about giving money back is exactly that kind of information. Where this page and the terms say different things about a refund, this page governs.

2. Three kinds of money, and two of them are ours

This page reads more easily once the money is sorted into three kinds:

• What you pay us for a plan.
• The fee taken on each contribution, which is also ours.
• The contributions and payouts that move between the members of a circle, which are not ours at any moment.

We can give back the first two, because we received them. We cannot give back the third, because we never held it. Every clause below is an application of that one distinction.

3. The money inside a circle is not ours to refund

A contribution belongs to the circle and to the members who agreed its rules, and a payout goes to the member whose turn it was under the order that circle set for itself. We are not a payment institution: under CEMAC Regulation No. 04/18 of 21 December 2018 payment services may be provided only by licensed establishments, we are not one of them, and we hold no client account into which your contribution is paid. It moves between members through the licensed mobile money providers the service is connected to. That is why we cannot reverse it on one member’s request, and why no refund of it is ours to give. Where a contribution was taken in error, the correction is made inside the circle as a compensating entry, because the ledger is written by addition only and a record that can be rewritten is not a record.

4. Changing your mind about a paid plan

You have fifteen days from the day we take the first charge on a new paid plan to change your mind, for any reason or for none, and we refund that charge in full. Using the service during those days does not cost you the right. Two Cameroonian texts set the period and we apply the longer of them: Law No. 2010/021 of 21 December 2010 governing electronic commerce gives a consumer fifteen days for a service, counted from the day the contract is concluded, and the consumer protection framework law of 6 May 2011 gives up to fourteen. The e-commerce law would also let a provider refuse where the service was supplied at the consumer’s own request inside the period. We do not rely on that exception for a first paid period, and we say so here rather than leave it unsaid. Ask from your account or through the contact page; no reason is required and none will be asked for.

5. Renewals, cancellation and plan changes

A paid plan runs for the period it was charged for, and four things can happen to it:

• You can stop it from renewing at any time from your account. It then runs to the end of the period you have already paid for: cancelling stops the next charge rather than undoing the last one.
• A renewal does not open a fresh fifteen days, because it continues a contract instead of concluding a new one. It opens a shorter window instead: tell us within seven days of a renewal charge that you did not mean to renew, and we refund it in full provided the period it paid for has not been used.
• Moving up a plan is charged at once, for the part of the period that remains. Moving down takes effect at the next period, so the period in hand is not given back in money and you keep what you paid for until it ends.
• If a renewal payment fails, the plan is past due for a short grace period whose end date is shown on your subscription, and then returns to the free plan. Time spent on the free plan is not charged for.

6. The fee taken on a contribution

A contribution carries a fee for the service, set by the plan of the member who pays it and published on the pricing page. That fee is ours, which is what makes it refundable where the contribution behind it is not. If a contribution is reversed, the fee taken on it is reversed with it. If we took a fee at the wrong rate, we refund the difference. Both are written to the ledger as compensating entries rather than by altering the original entry, so that what the ledger says and what happened stay the same thing, and so that you can see the correction instead of taking our word for it.

7. If a payment went wrong

Three things are an error rather than a refund, and each is worth raising straight away:

• A charge taken twice.
• A charge you did not authorise.
• Money that left your wallet and never arrived.

Tell us as soon as you notice, and at the latest within sixty calendar days of the transaction: that is the window the CEMAC regulation of 21 December 2016 on payment systems, means and incidents allows the holder of a payment instrument for contesting an operation. Where the charge was ours, we put it back without any charge to you; the outer limit that regulation sets for a contested amount is forty-five calendar days from the contestation, and we would rather count in days than in weeks. Where the transfer was executed by a mobile money operator, the clause below applies. Either way we read your claim against the ledger and tell you what it shows, including when what it shows does not support you.

8. A transfer that went to the wrong place

A transfer on MTN MoMo or Orange Money is carried out by the operator under its own terms, not by us. An operator will usually reverse a transfer only while the money is still in the recipient’s wallet and the recipient agrees to it, and that request is made to the operator rather than to us. What we can do is hand you what the ledger recorded: the reference, the amount, the time and the account it went to, which is what an operator asks for when a claim is opened. We do not promise an operator’s answer or its timing, and we do not charge you for the help.

9. How and when a refund is paid

A refund goes back by the means it was paid, to the same mobile money number or account, in the currency it was charged in, and we take nothing out of it for handling the request. Where we accept a claim, the money is sent within fifteen days of our acceptance at the latest, which is the period the e-commerce law sets for returning sums received. Anything an operator or other provider kept for its own service belongs to that provider, and what we refund is what reached us. We do not pay a refund as credit on your account unless you ask us to. On request we will give you a written or electronic record of the transaction and of the refund, which Law No. 2010/021 entitles you to ask for.

10. What is not refunded

We do not refund:

• A contribution or a payout that moved between members as the circle’s rules provided, because it was never ours.
• A period of a paid plan that has run past the fifteen days and been used, where stopping the renewal is the remedy instead.
• What a mobile money operator or another provider charged for its own service.
• A plan somebody else paid for, to you rather than to them: a refund goes to whoever paid for it.
• A plan on an account we closed for a breach of the acceptable use clause, although we still return anything we were not entitled to keep.

None of this takes away a right Cameroonian consumer law gives you: a clause cutting those rights back is void, a court may say so of its own motion, and this page is written to be read the way that preserves them.

11. If you are not in Cameroon

This page is written to Cameroonian law, which governs the contract. If you contract from a country whose own consumer law gives you more, you keep what that law gives you, and we apply whichever window is the longer:

• In the European Union, the Consumer Rights Directive gives fourteen days to withdraw from a distance contract and, since June 2026, requires withdrawal to be as easy to exercise as signing up was.
• In the United Kingdom, the Consumer Contracts Regulations give the same fourteen days.
• Where an unauthorised payment was executed by a provider that European payment services law covers, it can be contested for up to thirteen months, and that provider must refund it by the end of the next business day.
• In the United States, Regulation E expects notice of an error within sixty days of the statement that shows it.

We do not ask you to give any of that up.

12. Changes to this page

This page will change as the service and the law around it change, and the date at the top changes with it. A change applies from the day it is published and never backwards: a charge already made, and a claim already open, are dealt with under the version in force when they happened. Where a change leaves you worse off we will tell you, rather than leave you to notice the date. The terms clause on governing law and disputes covers a disagreement about this page too: write to us first through the contact page, and nothing stops you taking the matter to the court your own place of residence gives you access to, or to the recourse committee Cameroonian consumer law puts in each arrondissement.