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Soneka aims to make billing straightforward and fair. This page explains how payments work, what you are entitled to if things do not work out, and exactly how to request a refund. Our billing team is reachable at billing@soneka.africa with a median response time of 2 hours during business hours. This policy was last updated on March 14, 2026.

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Free Trial

Every new Soneka workspace gets a 14-day free trial with full access to the platform — no credit card required. At the end of the trial, your workspace automatically moves to the Starter plan. All your data, contacts, and configurations are preserved.

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How Billing Works

Subscriptions are billed in advance, either monthly or annually. Annual billing is charged as a single upfront payment and typically offers a discount over the monthly equivalent.We support 22 payment gateways to make it easy to pay in your local currency and preferred method, including:
  • Stripe, PayPal
  • Razorpay, Paytm, Cashfree, PhonePe (India)
  • Paystack, Flutterwave (Africa)
  • And many more regional options
Your currency is detected automatically based on your location. If you need to pay in a specific currency, contact billing@soneka.africa.
If your payment fails, Soneka will automatically retry the charge three times over seven days. During this period you will receive email notifications prompting you to update your payment method.If all retries fail, your workspace will move to read-only mode — you can access your data but cannot send messages. Your data is preserved for 30 days in this state, giving you time to resolve the payment issue and reactivate.
  • Upgrades take effect immediately. You are charged a prorated amount for the remainder of the current billing period at the higher plan rate.
  • Downgrades take effect at the start of your next renewal period. You continue on your current plan until then at no extra charge.

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Refund Eligibility

If you are not satisfied with Soneka, you can request a full refund within 14 days of your first paid charge. This guarantee applies to:
  • First paid charge only — one time, per workspace
  • Both monthly and annual plans
To claim this guarantee, email billing@soneka.africa within 14 days of the charge with your workspace name, account email, and invoice number. Refunds are processed within 5 business days.
After the 14-day window, annual plan holders can still request a refund for unused time. We calculate this as a prorated refund minus a 10% administration fee.For example: if you paid for a full year but cancel after 3 months, you would receive a refund for the remaining 9 months, less 10% of the original amount paid.
If you are on the Scale plan and we fail to meet the 99.85% monthly uptime SLA, you are entitled to service credits applied to your next invoice. Credits are calculated based on the duration of the downtime. Contact billing@soneka.africa to claim an SLA credit.
If you were charged more than once for the same billing period due to a technical error, the duplicate charge will be refunded immediately upon verification. Contact billing@soneka.africa with the relevant invoice numbers.

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What Is Not Refundable

The following are not eligible for refunds:
  • Used message credits — credits that have already been consumed to send messages
  • WhatsApp API conversation fees — these are charged by Meta and passed through to you; Soneka cannot refund them
  • Consumed add-ons — features or credits that have been activated and used
  • Monthly plans past 14 days — monthly subscriptions are not refundable after the 14-day money-back window
  • Delivered professional services — any custom implementation, onboarding, or consulting work already completed

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Wallet Credits

Soneka wallet credits:
  • Never expire — you can use them at any time
  • Are refundable within 30 days of purchase, minus the payment gateway fee (approximately 2.9% + $0.30 for most gateways)
  • Can be used toward any Soneka charges including subscriptions, add-ons, and message credits

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How to Request a Refund

Send an email to billing@soneka.africa with the following information:
  1. Workspace name (shown in your workspace URL or Settings page)
  2. Account email address
  3. Invoice number (found in Settings → Billing → Invoices)
  4. A brief description of your reason for the refund request
Refunds are processed within 5 business days of approval. The funds will be returned to your original payment method.

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Chargebacks

Please contact us before initiating a chargeback with your bank or card provider.If you initiate a chargeback without first contacting Soneka, your workspace will be suspended immediately and you may be charged a fee equal to the disputed amount to cover chargeback processing costs.In most cases, we can resolve billing disputes faster and with less hassle than a bank chargeback. Email billing@soneka.africa and we will work to make it right.
For all billing enquiries, email billing@soneka.africa. Our team responds within a median of 2 hours during business hours (East Africa Time, Monday–Friday).