REFUND & PAYMENT POLICY

This policy explains how HI-FI handles payments, failed activations, duplicate payments, and refund requests.

1. PAYMENT PROCESSING

HI-FI accepts payments through the payment methods displayed on the customer portal.

For M-Pesa payments, customers should follow the payment instructions displayed on the HI-FI portal.

HI-FI will never ask customers to provide their M-Pesa PIN.

2. SUCCESSFUL PAYMENT BUT FAILED ACTIVATION

If you have been charged but your HI-FI package was not activated, use the "Already Paid?" option on the customer portal and provide the requested M-Pesa transaction/reference information.

HI-FI may verify the transaction before activating the package.

3. DUPLICATE PAYMENT

If you accidentally pay more than once for the same package, contact HI-FI support and provide the relevant transaction/reference numbers.

HI-FI will review the transactions and determine the appropriate resolution.

4. WRONG PACKAGE PURCHASE

If you purchase the wrong package, contact HI-FI support as soon as possible.

Requests may be considered depending on the circumstances, particularly where the package has not yet been used.

5. ACTIVATED PACKAGES

Once a package has been successfully activated and used, refunds are generally not available simply because the customer disconnects from the network.

Package validity continues running after activation, even when the customer is temporarily disconnected.

6. SERVICE FAILURE

If HI-FI experiences a significant service failure, customers may contact support.

Depending on the circumstances and the cause of the interruption, HI-FI may provide an extension, replacement access, credit, refund, or another appropriate remedy.

7. REFUND REQUESTS

To request a refund or payment investigation, provide:

• Customer phone number
• M-Pesa transaction/reference number
• Amount paid
• Date and approximate time of payment
• Package purchased
• Description of the problem

HI-FI may request additional information reasonably required to investigate the transaction.

8. FRAUDULENT OR UNAUTHORIZED TRANSACTIONS

If you believe a payment was made without your authorization, contact HI-FI immediately and also contact the relevant payment provider where appropriate.

HI-FI may suspend access associated with a disputed transaction while an investigation is conducted.