This Refund Policy explains how refunds and credits are handled for EnziMpya Fiber services.
1. Subscription Fees
Monthly subscription fees are billed in advance and are generally non-refundable once the billing period has started, as the service capacity is reserved for you. Where you experience a qualifying extended outage attributable to us, a pro-rated credit may be applied to your next invoice.
2. Installation & Equipment
Installation charges cover work performed on-site and are non-refundable once installation is complete. Equipment fees (such as the router fee) are non-refundable except where equipment is confirmed faulty on delivery, in which case it will be repaired or replaced.
3. Service Not Delivered
If we are unable to deliver service after you have paid — for example, because installation is not technically feasible at your location — you are entitled to a full refund of amounts paid for the undelivered service.
4. How to Request a Refund or Credit
Contact us via WhatsApp or phone on +254 714 387 571, or email support.admin@enzimpya.com with your account details and the reason for your request. Approved refunds are processed to the original payment method (for example, M-Pesa) within a reasonable period.
5. Disputes
We aim to resolve billing questions fairly and promptly. If you are not satisfied with the outcome, the matter may be escalated in line with applicable Kenyan consumer-protection law.
Questions about this policy? Contact us at support.admin@enzimpya.com or +254 714 387 571. This document is provided for general information and does not constitute legal advice.