Refunds
When we give money back, and when we do not. Find your situation in the table; the rest is detail.
Last updated 29 August 2026
The short version
| What happened | What we do |
|---|---|
| You cancelled | Your next renewal stops. The month you already paid for keeps working to the end. No automatic cash refund of that month. |
| You were charged twice, or charged the wrong amount | Full refund of the incorrect charge. |
| Rekoda failed you and we could not put it right | Full or part refund, depending on how much of the month you lost. |
| You bought an add-on pack and have not used any of it | Refundable within 7 days. |
| You bought an add-on pack and have started using it | Not refundable. You have had the thing you bought. |
| We suspended you for breaking the rules | No refund from the suspension itself, subject to your legal rights. |
| We suspended you and we were wrong | Access back, and a refund or credit for what you lost. |
Cancelling
Cancelling stops the next charge. It does not delete anything and it does not lock you out of the month you have already paid for.
When that month ends, your account goes read-only rather than closed. You can still open the dashboard, read your books, and export them as CSV, PDF or Excel. How long we keep them is set out in how long we keep things.
Add-on packs
A pack is capacity for the month you buy it in, and it does not carry over. Untouched within 7 days, we refund it. Once any of it has been used, it is not refundable: the messages were sent, or the documents were made, and those cost us whether or not you wanted them afterwards.
Payment fees are not ours to refund
When your customers pay you through Rekoda, your payment provider takes its own fee and settles the rest straight to your bank. Rekoda never holds that money, so we cannot refund a provider fee. Those fees are always shown separately in your books rather than netted off your income.
How to ask
Message refund on WhatsApp, or write to angeloakuhwa@gmail.com, with the reference from your billing history. Every charge Rekoda makes has one, and it is the fastest way for us to find the payment.
We answer within 5 working days. If we agree a refund, it goes back to the account that paid, and how long your bank takes after that is your bank's business rather than ours.
Your legal rights
Nothing here takes away rights you have under Nigerian consumer-protection law. Where this page and the law disagree, the law wins. These terms are with Rekoda Commerce Technologies Limited.