Refund Policy

Refunds may be considered for a paid service that was never activated, a duplicate payment, a billing or administrative error attributable solely to Kade Networks, or a substantial failure attributable solely to Kade Networks, subject to review of the circumstances. Refunds required by applicable law remain available.

Submitting a request does not automatically establish eligibility, a refund amount or a payment date.

Refunds are not automatically available for temporary outages, slower speeds, scheduled maintenance, reasonable congestion, upstream or third-party infrastructure failures, power interruptions, force majeure, customer equipment faults, misuse or incorrect configuration. Any applicable statutory rights and express service-level commitments take precedence.

Unless applicable law or your specific agreement requires otherwise, refund exclusions include:

• Installation, activation, survey, construction, equipment delivery and reconnection charges for work or services already provided.
• Equipment supplied and service already consumed, subject to applicable rights concerning faulty goods or services.
• Promotional or bonus benefits, loyalty points, reward credits and expired vouchers.

Unused vouchers and rewards are not automatically convertible to cash or reinstated after their stated expiry.

Compensation may be provided as a discretionary service extension or account credit. A business service-level agreement may specify separate eligibility, exclusions and credit calculations; those express commitments apply to the relevant service.

Discretionary credits have no cash value, cannot be sold or transferred and must be used within any stated validity. Credits obtained fraudulently or issued in error may be withdrawn. This policy does not establish a universal outage-credit formula or guaranteed resolution deadline.

Check payment details before making a payment. Include the correct subscriber reference. A payment sent to an incorrect third party is not automatically treated as a payment to Kade Networks. Suspected payment fraud, duplicate claims or disputed reversals may be investigated and the affected service restricted in accordance with the service terms.

Email billing@kadenetworks.com with your subscriber or account reference, payment amount, transaction reference, payment date and a description of the issue. For downtime, include the dates and times affected and any existing support reference.

Do not send your password, M-Pesa PIN or one-time verification codes. Our team will review the payment and service records and explain the outcome or request further information. For help following up, call 0181820518.