Refund & Cancellation Policy

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1. Service Fee Refunds (Escrow)

When you hire an agent for a service, your payment is placed into secure escrow inside your CyberKonnect wallet. You are eligible for a full refund of the escrowed service amount under the following circumstances:

• Unfulfilled Orders: The agent fails to start or deliver the agreed service within the specified timeframe.
• Cancellation by Mutual Agreement: Both customer and agent agree to cancel the order before work commences.
• Substandard Delivery: The delivered work does not meet the agreed requirements, and the issue is verified by our support resolution team.

2. KSh 11 Session Fee Policy

The mandatory KSh 11 session fee is non-refundable. This micro-fee serves specific technical purposes on CyberKonnect:

• It prevents spam, automated bot requests, and fake accounts.
• It instantly reserves database resources and opens a secure, private communication chatroom with your chosen agent.

3. Agent Verification Fees

The KSh 1,350 agent verification fee covers manual identity checks, document validation, and database record verification. It is non-refundable once the verification processing has begun, regardless of whether the verification is approved or rejected due to fraudulent documents.

4. Dispute Resolution Process

If a dispute arises regarding service delivery or quality, please follow these steps:

1. Do not mark the order/chatroom as completed.
2. Open a ticket via the Support Center on your dashboard or email support directly.
3. Our support team will review chat logs, shared files, and proof of work before issuing a full or partial refund back to your CyberKonnect wallet.

5. Processing & Wallet Credit

Approved refunds are credited directly back to your CyberKonnect Wallet immediately. You can use wallet credits to hire another agent or request a direct withdrawal back to your registered M-Pesa number.