Refund Policy

1. Overview

At ISPCentre, we operate on a prepaid wallet system with daily billing. This Refund Policy explains how refunds work for wallet top-ups, unused credits, and our various pricing plans. We are committed to providing transparent and fair billing practices.

For detailed pricing information, please visit our Plans page.

2. How ISPCentre Billing Works

2.1 Prepaid Wallet System

ISPCentre uses a prepaid wallet model where:

• You top up your wallet via M-Pesa, Paystack, or Pesapal
• Usage-based fees are deducted monthly from your wallet based on your pricing model
• You only pay for actual active customers or revenue - no ghost billing
• You can top up any amount at any time
• Minimum wallet balance required to activate paid plans (typically KES 500)

2.2 Pricing Models

We offer flexible pricing models to match your ISP business type:

• Starter POP (Free): Free forever with limited features - perfect for testing
• PPPoE & Fixed Wireless: Pay per active customer (KES 20/customer/month) - for fiber and fixed broadband ISPs
• Hotspot: Pay 3% of your revenue - for voucher-based and public WiFi ISPs
• Hybrid: Combined model (KES 20/customer + 3% revenue) - for ISPs running both PPPoE and hotspot

All paid plans include automatic volume discounts (up to 40% off at 1000+ customers) and a minimum monthly fee of KES 500. Billing is calculated monthly based on your actual active customers or revenue.

For detailed pricing and volume discount tiers, please see our Plans page.

3. Free Starter POP Plan

Our Starter POP plan is completely free forever with no credit card required. This plan includes:

• Up to 1 router
• Up to 10 PPPoE users or 15 hotspot users
• Core billing and device management
• Auto-provisioning and user portal
• Basic reports and payment gateway integration

Since this plan is free, no refunds apply. You can use it indefinitely at no cost.

4. Wallet Top-Up Refunds

4.1 Unused Wallet Balance

You may request a refund for your unused wallet balance under the following conditions:

• Minimum refundable balance applies (contact support for current minimum)
• Account must be active (not suspended or terminated)
• All pending charges must be settled
• Refund request must be submitted via support ticket or email

4.2 New Customer Satisfaction Guarantee

For new customers who upgrade from Starter POP to a paid plan:

• If you're not satisfied within the first 7 days of your first wallet top-up, you may request a full refund
• This applies only to your first paid plan upgrade (Starter, Growth, or Pro)
• Request must be submitted within 7 days of your initial top-up
• Your account will be downgraded to the free Starter POP plan after refund

4.3 Erroneous Top-Ups

If you accidentally top up your wallet with an incorrect amount:

• Contact support within 24 hours of the top-up
• Provide transaction details (M-Pesa reference, payment receipt)
• If the funds have not been used for daily charges, we will refund the amount
• If charges have already been deducted, only the remaining balance will be refunded

5. Grace Period and Account Suspension

When your wallet balance runs out or falls below the minimum required:

• You receive a 72-hour grace period to top up your wallet
• During the grace period, your service continues uninterrupted
• After 72 hours without payment, your account is auto-downgraded to the free Starter POP plan
• If your customer count exceeds free tier limits (10 PPPoE or 15 hotspot users), service may be restricted
• No refunds are provided for the grace period charges

6. Non-Refundable Items and Charges

The following are not eligible for refunds:

• Monthly charges already deducted - Once usage-based fees (per-customer or revenue-share) have been deducted for a billing cycle, they cannot be refunded
• Payment processing fees - Transaction fees charged by M-Pesa, Paystack, or Pesapal are non-refundable
• Grace period charges - Charges incurred during the 72-hour grace period
• Custom development work - Any custom integrations or development performed at your request
• Training or consulting services - Once delivered, these services are non-refundable
• Prorated usage charges - Partial-month charges based on actual customer count or revenue generated
• Account termination due to Terms violation - No refunds for unused balance if account is terminated for violating Terms of Service

7. Service Interruptions

In the event of significant service interruptions caused by ISPCentre:

• If our service is unavailable for more than 48 consecutive hours due to issues within our control, affected customers will receive a service credit
• Credits are calculated proportionally based on the downtime and your current plan's minimum monthly fee
• Credits are automatically added to your wallet within 5 business days
• Scheduled maintenance windows (announced in advance) do not qualify for credits
• Interruptions caused by third-party services (payment processors, internet connectivity, power outages) do not qualify for refunds

8. Plan Changes and Switching

8.1 Switching Plans

When you switch from one plan to another (e.g., from PPPoE & Fixed Wireless to Hybrid):

• The switch takes effect immediately
• The new pricing model applies from the start of the next billing cycle
• No refunds are provided for charges already incurred in the current billing cycle
• Your wallet balance carries over - no loss of funds
• Volume discounts are recalculated based on the new plan's pricing structure

8.2 Downgrading to Different Pricing Model

You can change your pricing model at any time:

• Switch between per-customer, revenue-share, or hybrid pricing models through your account settings
• Changes take effect at the start of the next billing cycle
• No refunds for charges already incurred in the current cycle
• Your wallet balance is preserved
• All features remain accessible across paid plans

8.3 Switching to Free Starter POP

You can switch back to the free Starter POP plan at any time:

• Any remaining wallet balance can be refunded (minimum KES 500)
• Your account will be subject to Starter POP limitations (1 router, 10 PPPoE or 15 hotspot users)
• You can upgrade again anytime by topping up your wallet
• Advanced features (API access, advanced reports, automation) will be disabled

9. Requesting a Refund

To request a refund for your unused wallet balance, contact our support team:

• Email: support@ispcentre.com or billing@ispcentre.com
• Support Ticket: Create a ticket from your ISPCentre dashboard under Support
• Include in your request: Your registered email, current wallet balance, and M-Pesa number or bank account details for the refund

Our refund process:

1. Submit your refund request via email or support ticket
2. Our team will verify your account and wallet balance
3. We will review your request within 2-3 business days
4. You'll receive an email confirming approval or requesting additional information
5. Approved refunds are processed within 5-7 business days

Note: Refunds are only available for unused wallet balances meeting the minimum threshold (typically KES 500). Payment gateway fees may be deducted from the refund amount.

10. Refund Processing Time

Once a refund is approved:

• M-Pesa refunds: 1-3 business days
• Bank transfers: 5-7 business days
• Card payments (Paystack/Pesapal): 7-10 business days

The actual time may vary depending on your bank or payment provider. We will provide you with a refund confirmation and tracking information once processed.

Note: Payment gateway fees (charged by M-Pesa, banks, or card processors) are non-refundable and may be deducted from your refund amount.

11. Disputed Charges

If you believe you have been incorrectly charged:

• Contact our support team immediately at support@ispcentre.com
• Provide details of the disputed charge: date, amount, and reason
• Include any supporting documentation (screenshots, transaction receipts)
• We will investigate and respond within 3-5 business days
• If the charge was made in error, we will credit your wallet immediately

Please contact us before initiating a chargeback with your bank or payment provider, as this may result in immediate account suspension and complicate the resolution process.

12. Account Closure

If you decide to close your ISPCentre account:

• You can request closure at any time through support@ispcentre.com
• Any wallet balance meeting the minimum refund threshold will be refunded
• Balances below the minimum are typically forfeited unless you request otherwise
• All your data will be exported and made available for 30 days
• After 30 days, all data is permanently deleted
• Closure is final - you cannot recover your account after the 30-day period

13. Promotional Credits and Bonuses

From time to time, we may offer promotional credits, bonuses, or discounts:

• Promotional credits are non-refundable and cannot be converted to cash
• Credits must be used within their validity period
• Unused promotional credits expire and cannot be refunded
• Referral bonuses and loyalty rewards are non-refundable

14. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email or in-app notification at least 14 days before taking effect.

Your continued use of the Service after changes constitutes acceptance of the revised policy. We encourage you to review this policy periodically.

15. Contact Information

If you have any questions about this Refund Policy or wish to request a refund, please contact us: