Shaka Labs Ltd
Refund Policy
Prepaid Mobile Money billing: cancelling stops the next period — it isn’t a cash refund.
Overview
This Refund Policy applies to Shaka fees collected by Shaka Labs Ltd in Rwandan francs via Mobile Money (IntouchPay, MTN or Airtel Rwanda). It is effective 23 August 2026 and is part of the Terms of Service.
Staff mailboxes are prepaid. There is no automated refund in the product. Eligible refunds are issued manually after you write to info@shaka.rw or call +250 799 762 749.
How billing works
You choose a monthly or yearly plan and a mailbox count at checkout. The amount is calculated from published slab prices on the Pricing page. Yearly plans are billed as ten months of the monthly total for twelve months of service (two months free). Payment is requested on your phone; when IntouchPay confirms success, the organisation’s plan, quota, and paid-through date update.
Cancel anytime
“Cancel anytime” on our marketing pages means you are not required to pay for a further period. Service already paid for continues until the paid-through date. We do not automatically collect the next period unless you (or an admin) start another checkout. Cancelling is not a request for a refund of unused days.
No prorated refunds
We do not refund unused time on a monthly or yearly period once the organisation is live (mailboxes created, domain provisioned, or mail flowing). Reducing mailbox count during a paid period does not create a credit unless we agree otherwise in writing.
When we will refund
We will refund or reverse a collection, in whole or in the affected amount, if:
- The same successful payment was collected twice for one intended checkout.
- IntouchPay or the mobile network reported success but we can see the organisation was not fulfilled (plan not applied) and we cannot reasonably fulfil it.
- We never provisioned the organisation’s mail service after payment, and you ask us to cancel before it goes live.
- We charged an amount that does not match the published price for the plan and mailbox count you selected, due to our error.
We will not refund because you changed your mind after the service is live, because a message was filtered by a recipient, or because you stopped using mailboxes you already paid for.
If we reverse a collection, any unpaid affiliate commission on that payment is voided under the Affiliate Program Terms.
Yearly plans
The two months included in yearly billing are a prepaid discount, not a trial. Once the organisation is live, yearly fees are non-refundable except under the cases in “When we will refund”.
How to request a refund
Email info@shaka.rw from an organisation admin mailbox. Include the organisation domain, Mobile Money phone, approximate time, amount in RWF, and any payment reference shown in Billing. We may take a few business days to confirm with IntouchPay. Approved refunds are sent back through Mobile Money where the network allows, or by another method we agree with you.
Payment disputes
Contact us before opening a dispute with your mobile-money provider so we can trace the collection. Unfounded disputes may lead to suspension of the organisation.
Changes
We may update this policy for future purchases by posting a new version on this page. The policy in force at the time of a successful payment applies to that payment.
Contact
Refund questions: info@shaka.rw or +250 799 762 749.