Shaka Labs
Politique de remboursement
Facturation Mobile Money prépayée : remboursement complet dans les 7 jours suivant votre premier paiement, ensuite la résiliation arrête la période suivante.
Overview
This Refund Policy applies to Shaka fees collected by Shaka Labs in Rwandan francs via Mobile Money (IntouchPay, MTN or Airtel Rwanda). It is effective 16 October 2026 and is part of the Terms of Service.
Shaka Labs, a private company limited by shares registered by RDB, company code and TIN 156935461, registered office Kaminuza, Bugoyi, Gisenyi, Rubavu District, Western Province, Republic of Rwanda.
Staff mailboxes are prepaid. Refunds are issued by our team after you write to info@shaka.rw or call +250 799 762 749 (Monday to Friday, 8:00 to 17:00 Kigali time).
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.
Prices shown are the full price. We are not registered for VAT, so no VAT is added.
7 days to change your mind
You can cancel within 7 days of your organisation’s first payment and get a full refund of the mailbox fees, for any reason. Write to us within those 7 days. We then close the organisation’s paid plan.
A domain fee cannot be refunded once we have paid it to the registrar for a domain registered in your organisation’s name. The registrar does not give that money back, and the domain stays yours for the year you paid for.
Cancelling after 7 days
Nothing renews by itself: you are never required to pay for a further period. If you do not renew, service already paid for continues until the paid-through date, and then “When a plan ends” in the Terms of Service applies. After the first 7 days, cancelling is not a refund of unused days, except in the cases below.
Other cases when we refund
We will refund, 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 the organisation’s plan was not applied and we cannot reasonably apply it.
- We never provisioned the organisation’s mail service after payment, and you ask us to cancel.
- We charged an amount that does not match the published price for the plan and mailbox count you selected.
- You do not accept a material change to the Terms and cancel before it takes effect: we refund the unused part of your prepaid period, pro rata.
- We discontinue the service: we refund the unused part of your prepaid period, pro rata.
Reducing the mailbox count during a paid period does not create a credit unless we agree otherwise in writing.
If we refund a payment, any unpaid affiliate commission on that payment is voided under the Affiliate Program Terms.
How to request a refund
Email info@shaka.rw from an organisation admin mailbox, or call +250 799 762 749. Include the organisation domain, Mobile Money phone, approximate time, amount in RWF, and any payment reference shown in Billing.
We send approved refunds back to the same Mobile Money number that paid, within 14 days of approving them. If that number can no longer receive money, we agree another method with you.
Payment problems
If a payment looks wrong, contact us first so we can trace it with IntouchPay quickly. You can still use any right you have with your mobile-money provider, and the complaint routes in the Terms of Service.
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, unless a later version is better for you.
Contact
Refund questions: info@shaka.rw or +250 799 762 749.