Refund Policy

1. What this covers

This policy covers subscription payments facilities made to InsightFlow Technologies for DawaTrack ("we", "us") before 29 October 2026. It's part of our Terms of Service (section 6).

It doesn't cover money that passes between facilities, suppliers and their customers through DawaTrack, such as sales at your till, payments to suppliers or customer refunds at the counter. Those are between the parties involved; DawaTrack isn't a party to them.

2. What changed

• On 29 October 2026 every facility moved to a free plan, with no limit on branches or staff. There is no trial, no subscription and no grace period, and access doesn't end for lack of payment.
• The billing page no longer takes payments. Invoices for payments already made stay available.

3. Full refunds

We refund in full:

• the unused days of any period you paid for that runs past 29 October 2026, worked out by days from that date to the end of the period;
• a payment charged more than once for the same period, or for an amount different from the price shown when you paid, because of a fault in DawaTrack or its payment processing;
• a payment that was never applied to your account.

4. How to ask

An administrator of the facility emails support@dawatrack.com with:

• the facility name and its DawaTrack web address;
• the invoice number, from the invoice email, and the M-Pesa receipt number;
• the reason for the request.

Ask for unused days any time before the paid period would have ended, and for a payment fault within 60 days of the payment. We reply within 3 working days to say whether the refund is approved and, if not, why.

5. How refunds are paid

• We pay refunds by M-Pesa to the number that made the payment, within 14 days of approving them. If that number can't receive it, we'll agree another way with you, such as bank transfer.
• We pay any M-Pesa transaction charges on refunds; you receive the full approved amount.
• A refund doesn't change your access: the facility stays on the free plan.
• We email a credit note for every refund.

6. Other agreements and the law

If you have a signed written agreement with us, such as a supplier's, its refund terms apply where they differ from this policy. Nothing in this policy takes away rights you have under Kenyan law, including the Consumer Protection Act, 2012.

We may update this policy. A change that reduces refunds applies only to payments made after it's published; we'll email account holders at least 14 days before such a change.