Refund Policy for DARSMS SMS credits and Sender ID fees.

This Refund Policy applies to payments made to DARSMS for prepaid SMS credits and Sender ID registration fees, whether paid online through our payment partners (mobile money and other channels shown at checkout) or by Lipa Namba. It forms part of our Terms of Service. All prices and refunds are in Tanzanian shillings (TZS).

SMS credits never expire, so you can keep and use them at any time. You can also ask for a refund of credits you have not used:

• Request the refund within 7 days of the purchase;
• We refund the unused share of that purchase at the price per SMS you actually paid, including VAT where it was charged;
• The refunded credits are removed from your account when the refund is approved;
• Free, bonus, or promotional credits, and credits added by DARSMS as goodwill, are not refundable.

After 7 days, unused credits stay on your account and remain usable, but are not refundable unless the law requires it or Section 4 applies.

A credit is used when the SMS gateway accepts your message for delivery. Used credits are not refundable, including when a message is not delivered because:

• The recipient's phone is off, out of coverage, or the number is invalid or inactive;
• The recipient has opted out or blocked messages from your Sender ID;
• A mobile network operator filters or blocks the message because of its content or an unregistered Sender ID;
• The message was sent to the wrong numbers or with the wrong content by you or your API integration.

Messages that the gateway never accepts are never charged: credits for them are returned to your balance automatically.

You are entitled to a full refund, or the matching credits if you prefer, when:

• You were charged twice for the same purchase, or charged more than the amount shown at checkout;
• Your payment succeeded but credits or the Sender ID fee were not applied to your account, and we cannot apply them;
• A fault in the DARSMS platform caused credits to be used for messages that were not sent, or sent more than once.

Contact us with your transaction reference as soon as you notice the problem. If we confirm the error, we fix it without deducting any fee.

The Sender ID registration fee covers the review and registration of your Sender ID with mobile network operators.

• If you cancel the request before we submit it to the mobile network operators, we refund the fee in full;
• If the Sender ID cannot be approved for reasons that are not your fault, we refund the fee in full;
• The fee is not refundable once the Sender ID is approved, or if it is rejected because the name or documents break our Terms of Service, for example impersonation, a misleading name, or false documents.

If you close your account, you can ask for a refund of unused credits under Section 2. If we suspend or close an account for fraud, spam, or another serious breach of our Terms of Service, we may hold or decline a refund where the law allows, for example while a payment is investigated or when a regulator, a mobile network operator, or a payment provider requires it. Payments that turn out to be fraudulent are returned only to the original payer, as required by our payment partners.

Email or call DARSMS support with:

• The email address or phone number of your DARSMS account;
• The payment's transaction reference, date, and amount;
• The reason for the refund and the number of credits involved, if any;
• The mobile money number or bank account to receive the refund, if different from the one you paid with.

We reply within 2 business days. Some requests need a few extra details to confirm who paid.

Approved refunds are paid within 24 hours. Where possible we send the money back to the mobile money number you paid with; otherwise we pay by bank transfer or another mobile money number in the account holder's name. Your mobile network or bank may take extra time to show the money. We send a confirmation by SMS or email when the refund is paid. We do not refund in cash and we do not pay refunds to third parties.

If you disagree with a refund decision, reply to our message and a manager will review it. Please contact us before opening a dispute with your mobile network or bank, as this is usually the fastest way to resolve a problem. We may update this policy from time to time; the version in force on the date of your payment applies to that payment.