Kenuba Satisfaction & Refund Policy

At Kenuba, customer satisfaction is important to us. To maintain fairness for both users and advisors, the following refund policy applies to live chat sessions only.

1. Refund Eligibility

Refunds are available only under the following conditions:

- Applicable only for new users
- Valid only for the first live chat session
- Refund is not applicable for:
• Audio Calls
• Video Calls
• Reports
• Digital Products
• Any session after the first live chat

2. Free Minutes & Refund Conditions

Our platform provides:
- 3 Free Minutes with eligible advisors for new users.

Refund eligibility depends on the following:

- If the user only uses the 3 free minutes without any wallet top-up or paid usage → No refund available
- If the user adds wallet balance/top-up during the session and enters paid duration → refund may apply

3. 5-Minute Refund Rule

A refund request is allowed only when:

- The paid portion of the session is within 5 paid minutes after the free minutes
- If the paid session exceeds 5 minutes, the session becomes non-refundable

4. Refund Process

If eligible, users can request a refund directly from their transaction history.

Refund flow:

1. User submits refund request
2. Status changes to “Refund in Progress”
3. Advisor receives refund notification
4. Advisor reviews and approves request
5. Status updates to “Refunded” on both user and advisor sides

Once a refund is used for the first eligible session:

- The refund option will no longer appear
- A note will remain visible indicating that the refund benefit has already been used

5. Refund Method

- All approved refunds are credited to the user’s Kenuba Wallet by default
- Refund amounts are automatically deducted from advisor earnings

6. Bank / Stripe / PayPal Refunds

Wallet refund is the default and fastest refund method.

If a user specifically requests:
- Bank refund
- Stripe refund
- PayPal refund

They must contact our support team for manual review and processing.

7. Refund Abuse & Policy Protection

Kenuba reserves the right to:
- Reject fraudulent or abusive refund requests
- Suspend accounts involved in refund misuse
- Modify refund conditions at any time to maintain platform fairness and service quality

8. Support

For any refund-related assistance, users may contact our support team through the official support section available on the website.