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Last Updated: August 2026
This Refund Policy explains when a payment made to AgileSoko → for a subscription plan, a one time add on, or a verification fee → may be eligible for a refund. It should be read alongside our Terms & Conditions and Pricing page.
1 Scope of This Policy
This policy applies to payments made directly to AgileSoko: Starter and Professional subscription plans, Enterprise plan invoices, one time profile add ons (such as premium placement, photography, or video packages), and verification related fees described in our Verification Policy. It does not cover payments made directly between customers and businesses, individual asset owners, or professionals for their own goods or services → those fall outside AgileSoko's control and are between the parties involved.
2 Subscription Plans
Starter and Professional plans are billed monthly or annually. If you cancel a monthly subscription, your access continues until the end of the current billing cycle and no partial month refund is issued. If you cancel an annual subscription within the first 14 days of the initial purchase and have not made substantial use of paid features (such as premium placement or enhanced analytics), you may request a pro rated refund for the unused portion.
Enterprise plans are billed per the terms of your individual agreement with AgileSoko, which will state the applicable refund and cancellation terms for that arrangement.
The Free Listing plan has no fee and therefore no refund applies.
3 One Time Add Ons
One time add ons (for example professional photography, video production, premium placement packages, or featured badge upgrades) are generally non refundable once work has begun or the add on has been activated on your profile. If AgileSoko has not yet started delivering the add on, you may request a full refund within 48 hours of purchase.
4 Verification Fees
Business verification fees, individual asset owner document verification fees, and physical/site verification fees described in our Verification Policy cover the cost of AgileSoko's review process, including staff time, document checks, and, where applicable, coordination of a site visit or official registry search.
Because this work begins as soon as your application is submitted, verification fees are generally non refundable once review has started, whether or not your application is ultimately approved. If AgileSoko is unable to begin your verification review at all due to an error on our part, the fee will be refunded in full.
5 Third Party & Official Costs
Where a verification or transaction involves third party or official costs → such as government search fees, registry fees, professional fees, survey fees, valuation fees, inspection fees, or legal fees → these are paid to, or on behalf of, the relevant third party and are not refundable through AgileSoko once incurred. Any refund for such costs would need to be pursued with the third party or professional directly.
6 Non Refundable Items
- Verification fees once review has started, per Section 4
- Third party and official costs, per Section 5
- Add ons that have already been activated or delivered
- Partial months of a cancelled monthly subscription
- Fees where a verified status was later suspended or revoked for a violation of our Terms & Conditions or Verification Policy
- Payments made directly to another business, individual asset owner, or professional outside AgileSoko's own billing
7 How to Request a Refund
Contact us
Email listing@agilewebinnovations.co.ke or use our Contact form, stating the payment reference, amount, and reason for the request.
We review your request
Our team checks the request against this policy and the relevant transaction record.
We respond with a decision
You'll receive a written response confirming whether the refund is approved, partially approved, or declined, and why.
Approved refunds are processed
Refunds are issued to the original payment method where possible.
8 Processing Time
Refund requests are typically reviewed within 5 to 10 business days. Once approved, funds may take an additional 3 to 14 business days to reflect, depending on your payment method and provider. Timelines are estimates, not guarantees, and may vary.
9 Escrow & Transaction Refunds Planned / Future Functionality
AgileSoko is designed to support secure escrow style transaction protection, including defined refund and release conditions, for qualifying high value transactions in the future. This functionality is not currently live, and no escrow refund process exists today. Do not assume escrow protection or an escrow refund is available for any transaction on the platform.
10 Policy Updates
We may update this Refund Policy as our pricing, verification process, or payment infrastructure evolves. Material changes will be noted on this page. Continued use of AgileSoko after changes are posted constitutes acceptance of the updated policy.
11 Contact Us
Questions about a payment or a refund request can be directed to:
AgileSoko Billing Support
A product of AgileWeb Custom Systems Innovations Ltd.
Kangundo Road, Nairobi, Kenya
Phone: +254 116 446 046
Email: listing@agilewebinnovations.co.ke
Have a billing question before it becomes a refund request? Reach out first → most issues can be resolved directly.