Refund Policy

This Refund Policy explains when DiasporaShield (“DiasporaShield”, “we”, “us”) will refund a payment made on the Platform, how to ask for one, and how the money is returned. It applies to payments for property verifications, subscription plans and professional consultations, whether made by M-Pesa, card through Stripe, or Flutterwave.

Our services are digital and begin as soon as your payment is confirmed. This policy should be read together with our Delivery Policy, which explains what we deliver and when, and our Terms of Use. Nothing in this policy limits any right to a refund you have under consumer protection law.

A verification starts as soon as your payment is confirmed. Basic verifications are automated and usually completed within minutes, so they cannot normally be cancelled once paid for.

• Before work is substantially underway: for Expert and Physical verifications, if you contact us promptly after paying and before an analyst has substantially progressed the work, we will cancel the verification and refund you in full.
• If we cannot complete it: where a verification cannot be completed for reasons that are not your fault, we will explain why and offer a full refund, or completion at a different tier with any price difference refunded.
• If it is delayed: our systems alert you and our team automatically if a verification passes its delivery commitment. If the delay means you no longer need the report, contact us and we will consider a partial or full refund.
• If information you owe us is missing: where a verification stalls because we have asked for your input and not received it, the delivery commitment may not apply, and a refund may be reduced by the work already completed.

• A subscription plan is activated as soon as your payment is confirmed, and its features become available immediately.
• If you were charged but your plan was not activated, or you were charged more than once, we will refund the incorrect charge in full.
• Unused time on a plan that has already been activated is not normally refunded, but you keep access until the end of the period you paid for.
• If a technical fault on our side prevents you from using your plan for a significant part of its period, contact us and we will offer a fair remedy, such as an extension or a partial refund.

• Before acceptance: you can cancel a booking request at any time before the professional accepts it. You are not charged at that stage.
• Declined requests: if a professional declines your request, no payment is taken and you can book someone else.
• After payment: if a professional cancels, cannot deliver, or fails to deliver what was agreed, contact us and we will arrange a full refund or a rebooking with another professional.
• Quality concerns: professionals are independent and responsible for their own work. If you have a concern about a delivered service, raise it with us and we will review it with the professional before deciding on any refund.

1. Contact us at [email protected] or through our contact page.
2. Include the reference shown on your invoice, verification or booking, and the email address on your account.
3. Tell us briefly what went wrong or why you are requesting a refund.
4. We review each request individually, may ask for more information, and confirm our decision and the refund amount in writing.

• Refunds are always returned to the original payment method and cannot be redirected to a different person or account, which protects you against fraud.
• Refunds are made in the currency you paid in. We are not responsible for exchange rate differences or fees charged by your bank or provider.
• Once we have issued a refund, the time it takes to reach you depends on your payment provider. M-Pesa refunds usually arrive quickly, while card refunds can take several business days to appear on your statement.
• The payment will show as refunded in your billing history once it has been processed.

If something has gone wrong, please contact us before disputing a payment with your bank or card issuer, as we can usually resolve it faster. If a chargeback is raised, we may pause the related service while it is investigated.

We may update this policy from time to time. The version in force when you made your payment applies to that payment. The “Last updated” date above shows when it last changed.

For any question about a refund, contact us:

• Email: [email protected]
• Online: our contact page