Payments and refunds

1. Prices and quotes

Prices are in KES. Prices exclude VAT at 16%, which is added to your invoice. A proforma holds its price for 30 days, whatever the exchange rate does in the meantime; after that it is priced again.

2. How to pay

You pay against our proforma, by any of these:

• M-Pesa, up to Safaricom's limit for a single payment; above it, choose another method.
• Airtel Money.
• Pesalink, for a transfer straight from your bank.
• Card, Visa or Mastercard, issued in Kenya or abroad.

A card payment carries the card processing fee as its own line, shown before you pay. The other methods carry no fee from us. We never see or keep your full card number.

3. When we start

Everything is paid in advance. We have no credit terms or account balances. You may pay a proforma in more than one payment, but we order your licence, start work or build your system only once it is paid in full and that payment is confirmed to us; a "payment successful" message on your side is not that confirmation. Your tax invoice follows by email.

4. Renewals and expiry

• 3CX licences run for one year. Hosting, backup and support plans run monthly or yearly. Setup packages are paid once.
• Before a service is due for renewal, we send you a renewal proforma.
• There is no grace period. A hosted phone system that is not paid for is frozen on its expiry date and is deleted 14 days later, together with its backups and its public IP address, unless it is paid for first. While it is frozen, we keep only its newest backup. If you pay while it is frozen, the renewal runs from its expiry date, so the days it was frozen, up to 14, are part of the period you pay for. One whose renewal you turned off is deleted when its term ends. We warn you before it is deleted.
• A server we host that is not paid for is suspended on its expiry date and deleted 14 days later, together with its backups, unless it is paid for first. We warn you before it is deleted.
• What a 3CX system can still do after its licence expires is decided by 3CX, not by us.

5. Upgrades, downgrades and cancelling

• An upgrade in the middle of a term is priced at today's rate, and for a monthly service you pay only for the days left in the current month.
• A downgrade takes effect at your next renewal.
• Cancelling stops the next renewal. The service runs to the end of the period you have paid for, and unused time is not refunded.

6. Refunds

Because everything is paid in advance, and we order your licence or start work as soon as your payment is confirmed, payments are not refunded, except in the cases below.

Money we should not keep is refunded. That is a second payment for the same proforma, any amount above what the order asks, and anything paid towards an order cancelled before it is paid in full, or a paid order we cancel before we start work on it. Where part of a payment is still owed on the order, we apply that part and refund the rest. We refund once we have confirmed it, back to the card for a card payment, or by the same route you paid for the other methods. Tell us as soon as you notice, and we will confirm when the refund is on its way.

An invoice with a mistake is corrected, not refunded: we issue a credit note against it and a correct invoice.

Nothing here takes away any right you have under Kenyan law, including the Consumer Protection Act, 2012.

7. Questions

Email Email us or call +254 708 876 838 . This page forms part of our terms of service. This version applies from 19 September 2026.