> ## Documentation Index
> Fetch the complete documentation index at: https://docs.soneka.africa/llms.txt
> Use this file to discover all available pages before exploring further.
# Soneka Refund and Payment Policy — Billing and Guarantees
> How refunds, prorated credits, and billing work on Soneka. Covers the 14-day money-back guarantee, annual plan refunds, and how to request a refund.
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**](mailto:billing@soneka.africa) with a median response time of **2 hours** during business hours. This policy was last updated on **March 14, 2026**.
## 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.
## 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](mailto: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.
## 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**](mailto: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](mailto: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](mailto:billing@soneka.africa) with the relevant invoice numbers.
## 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
## 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
## How to Request a Refund
Send an email to [**billing@soneka.africa**](mailto: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.
## 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**](mailto:billing@soneka.africa) and we will work to make it right.
For all billing enquiries, email [**billing@soneka.africa**](mailto:billing@soneka.africa). Our team responds within a median of **2 hours** during business hours (East Africa Time, Monday–Friday).