THE CROWN
Refund policy
1. All sales are final
Sambaza sells premium, real-time digital advertising space. Because the service—displaying your project at the top of the arena—is delivered instantly upon a successful M-Pesa transaction, all successful bids are final and non-refundable.
2. No refunds for rapid dethronement
Your time as “King of the Hill” depends on when another developer outbids you. We do not issue refunds if your project is dethroned quickly, even if you lose the top spot seconds after securing it.
3. Race-condition exception
Two users may initiate an M-Pesa STK push at the same time. If M-Pesa fully deducts your payment but another user’s webhook reaches our server first and you do not receive the top spot, you may be eligible for a refund. Contact support with your M-Pesa transaction code so we can review the transaction and, where applicable, manually reverse it or credit your next bid.
4. Content violations and takedowns
You are responsible for the URLs and images you submit. If our moderation team removes your project for violating our Terms of Service—for example, for linking to phishing sites, malware, sexually explicit material, or illegal content—you forfeit your spot. No refund will be issued for content removed due to policy violations.
5. System uptime and maintenance
We strive for 99.9% uptime but do not offer refunds or prorated credits for brief periods of scheduled maintenance, Cloudflare edge delays, or unexpected platform downtime that coincides with your time as the active King.
6. Payment gateway failures
If an M-Pesa network outage causes your funds to be deducted but the Paylor API does not notify Sambaza’s servers, the system may not automatically crown you. Contact support within 24 hours with your M-Pesa confirmation message so we can verify the logs and manually resolve the bid or issue a refund.
How to request support
Include your M-Pesa transaction code, receipt, transaction date, amount, and project URL when contacting support. Never send your M-Pesa PIN or account password.