Refund & Cancellation Policy

Where a package is advertised with 12 hours of free access, the relevant screen will explain when that period begins, what you can create and preview, and whether you can publish or share a live memorial before payment. We will not charge you automatically at the end of the trial unless you have separately agreed to an expressly disclosed recurring payment arrangement.

If a free period ends before a package is purchased, access to paid editing or other paid tools may pause as explained during signup. Content that has already been created will be handled according to the retention and access information provided at that time and in the Privacy Policy.

The available plans are Essential, Premium, Legacy and custom-quoted Concierge, together with any separately offered Anniversary Remembrance or optional add-ons. The final checkout or signed quote should show the exact price, included services, applicable taxes and fees, active-access period and renewal terms.

The prices shown on the current website may include Essential: KES 19,500; Premium: KES 39,999; Legacy: KES 79,999; and Anniversary Remembrance: KES 3,900 per year, subject to the current confirmed offer. Concierge is quoted individually. The amount displayed when you complete a purchase is the relevant amount for that transaction.

Package purchases are separate from voluntary family contributions. The contribution facilitation fee, where applicable, is not an additional percentage automatically charged on a package purchase.

If you paid for a package or service and have not received the agreed paid service, contact us promptly. We will review the request in light of what has actually been provided, the transaction, the agreement you accepted and your applicable legal rights.

For custom Concierge work, a quote should identify the deposit, agreed work, cancellation milestones and any genuine third-party costs. Where a cancellation occurs after some work has been completed, we will assess the request fairly, distinguish completed work from undelivered work, and apply any mandatory legal rights. We will not automatically describe the entire fee as non-refundable simply because a manager was assigned or a preliminary discussion occurred.

Where a digital package has been activated and agreed services have been materially delivered or used, a change of mind may not justify a full refund. That does not prevent a refund, correction, replacement, proportionate remedy or other relief where the service was not supplied as agreed or where the law provides a remedy.

We will consider the full circumstances rather than automatically denying a request because a memorial was published, a link was shared, a QR code was generated or a document was downloaded. Any specific non-refundable item or genuine cost must be disclosed before purchase and must remain consistent with applicable law.

Please contact support@myzelora.com if:

• You were charged twice for the same intended purchase.

• Payment succeeded but your paid package was not activated.

• The wrong package or amount was charged because of a confirmed platform error.

• A significant service failure prevented you from receiving a material part of what you purchased.

• You believe a transaction was unauthorized or was made in error.

We will review the transaction and work with the payment provider where appropriate. Depending on the circumstances, the outcome may be activation or correction, a replacement service, a refund, a proportionate refund or another remedy required by law. We will explain our decision.

Money contributed to a family or designated memorial recipient is not a purchase of a Kwa-Heri package. Contributions are normally voluntary and intended for the named recipient. If you entered an incorrect number or amount, sent money twice or suspect fraud, notify us and the relevant payment provider as quickly as possible and keep your transaction reference.

Whether a contribution can be reversed depends on the payment arrangement, whether funds have settled or been paid out, the provider's procedures and applicable law. Kwa-Heri may help investigate or provide transaction records where lawful, but we cannot promise a reversal or retrieve money already controlled by the recipient. We will not misrepresent family contributions as payments to Kwa- Heri.

Fees: The intended Kwa-Heri fee is 2% of eligible contributions and eligible candle transactions where disclosed and applicable. The fee is negotiable and may be waived for a family by agreement. Package purchases do not incur that 2% contribution fee. A payment screen must separately identify any provider charges, the amount being paid and the amount intended for the family. If a refund or reversal is approved, the treatment of fees will be explained and determined by law and the relevant provider's rules.

Where paid candle lighting is available, its price, whether money supports the family, and any platform or provider fees should appear before confirmation. Once the agreed digital item has been supplied, a simple change of mind may not entitle a buyer to a refund, subject to applicable legal rights. Duplicate charges, errors and services not supplied as agreed will be reviewed.

The same fair approach applies to optional downloads, templates and personalized links: we consider what was disclosed, whether the item was delivered and whether any legal remedy applies.

An Anniversary Remembrance purchase covers the period shown at checkout. If Legacy or Concierge includes a defined anniversary period, that inclusion and the date of any later renewal must be clear. No automatic renewal should occur without an appropriate disclosed authorization.

If a paid renewal was charged in error or the renewed service was not made available as promised, contact us. Where a valid renewal has already been delivered and used, any refund request will be assessed fairly and under applicable law.

Custom writing, printed books, photography, content capture and other managed services may involve work completed or non-recoverable costs. The quote or order confirmation should state deliverables, approval stages, expected timing, third-party costs and cancellation terms before payment.

For printed items, the family should have an opportunity to review and approve the final proof. We will review defects, non-delivery and other issues for which the direct seller is responsible. If an independent supplier is the contracting seller, its disclosed policies apply alongside any rights that cannot lawfully be excluded; Kwa-Heri will explain its own role at the time of booking.

Email support@myzelora.com and include, where available:

• Your name and the contact details used for the purchase.

• The memorial link or order identifier.

• The transaction date, amount and M-PESA or other payment reference.

• What went wrong and what resolution you are requesting.

• Supporting screenshots if they help us investigate.

Please contact us as soon as reasonably possible so records can be checked. We aim to acknowledge or respond to routine requests within three business days, although more complex investigations may take longer. This is a service target, not a deadline that removes your statutory rights.

If a refund is approved, we will normally use the original payment route where practical and safe. We will explain the expected timing; actual processing can depend on the bank, mobile-money service or payment processor. We will not require you to send your M-PESA PIN.

You may contact us before opening a payment-provider dispute so we have an opportunity to investigate. However, this does not remove your right to use a bank, mobile-money provider, payment-network process or lawful consumer complaint channel. We may take proportionate measures to prevent abuse or fraud while a dispute is reviewed.

We may update this policy as our services change. The current version and its effective date will be available on the website. A later version will not retrospectively remove rights associated with a purchase already made, and we will give appropriate notice of material changes.

This policy is governed by the laws of Kenya, subject to any mandatory legal protections applicable to individual customers or transactions. Kwa-Heri by Zelora is operated by Zalen Ltd, a company registered in Kenya. For questions, concerns or formal correspondence, please contact us at support@myzelora.com.