Refund Policy

1. Products Covered

This policy applies to payments for the following products and any Damotiva product launched later:

• Damotiva (damotiva.com)
• PesaKonnect (pesakonnect.com)
• FlowSignal (flowsignal.xyz)
• VitalPoint (vitalpoint.io)
• eMedicVerse (emedicverse.com)

2. How Payments Are Processed

All payments for Damotiva and its products are processed through PesaKonnect, our payment platform, which works with licensed payment providers for mobile money, bank cards and other methods. Every successful payment receives a PesaKonnect transaction reference. Please keep it, as we need it to trace and refund a payment.

3. Subscriptions and Cancellation

• You may cancel a subscription at any time from your account or by contacting us.
• Cancellation stops future billing. Your access continues until the end of the billing period you have already paid for.
• We do not issue partial or pro-rata refunds for unused days, weeks or months in a period that has already started.
• If you cancel before a renewal date, you will not be charged for the next period.

4. Non-Refundable Payments

Unless required by law or listed in section 5, the following are not refundable:

• Activation fees. The one-time payment that enables a product (for example a FlowSignal, VitalPoint or eMedicVerse activation) covers setup work done once the payment is received.
• Billing periods already started, including when you stop using the service part-way through.
• Usage that has been delivered, such as completed translations, transcriptions, dubbing, OCR or other processing jobs, and credits already consumed.
• Custom work, such as setup, configuration, data migration, training or development, once it has started.
• Accounts suspended or closed for breaching our Terms and Conditions.
• Charges from your bank or mobile network operator that are not collected by Damotiva.

5. When You Are Entitled to a Refund

We will refund or credit you in the following cases:

• Duplicate payment: you were charged more than once for the same item or period.
• Incorrect amount: you were charged more than the price shown at checkout. We refund the difference.
• Service not delivered: your payment succeeded but the product, activation or subscription was not provided because of an error on our side, and we cannot fix it within a reasonable time.
• Failed processing job: a paid job (such as a translation or dubbing job) failed on our side and was not delivered. We will rerun it or credit or refund it.
• Product discontinued: we stop offering a paid product during a period you have prepaid. We refund the unused portion pro-rata.
• Unauthorised payment: a payment was made from your mobile money account or card without your permission. Report it to us and your payment provider immediately.

We may also grant a refund or credit at our discretion in other cases, for example during an extended outage.

6. Money Deducted but Payment Shows as Pending or Failed

Mobile money and card confirmations can sometimes be delayed. If money left your account but the service shows the payment as pending or failed, please wait up to 24 hours, as most of these payments are confirmed automatically. If it is still not confirmed, contact us with your transaction reference or the SMS confirmation from your provider. Once we confirm the payment, we will either activate your service or refund you.

7. How to Request a Refund

Send your request within 14 days of the payment to moto@damotiva.com, including:

• your full name and the email or phone number used on your account;
• the product (for example damotiva.com, flowsignal.xyz);
• the PesaKonnect transaction reference, or the SMS / receipt from your payment provider;
• the payment date and amount;
• the reason for the request.

For your security, never send us your mobile money PIN, card number, CVV or password. We will never ask for them.

8. Review and Processing Times

• We aim to acknowledge your request within 2 business days and give a decision within 7 business days.
• Approved refunds go back to the original payment method (the same mobile money number or card) where possible. If that is not possible, we will agree another method with you after verifying your identity.
• Once we send a refund, mobile money refunds usually arrive within 1–5 business days and card refunds within 5–14 business days. The exact timing depends on your provider or bank.
• Where a refund is due to our error, we refund the full amount. For discretionary refunds, transaction fees charged by the payment provider may be deducted.
• Instead of a cash refund, you may choose a credit to your account where that option is offered.

9. Payments Made Through Resellers or Third Parties

We can only refund payments that reached us through PesaKonnect. If you paid a reseller, agent or other third party directly instead of paying through PesaKonnect, please contact that party first. Always pay through the official checkout on our websites to make sure your payment is protected by this policy.

10. Businesses Using PesaKonnect

Merchants can also use PesaKonnect to collect payments for their own goods and services. If you paid a merchant through PesaKonnect, that merchant is responsible for its own refund policy, so please contact the merchant directly. We will help trace a transaction if you send us its reference.

11. Chargebacks and Reversals

Please contact us before starting a chargeback or reversal with your bank or mobile money provider, as we can usually resolve problems faster directly. Accounts linked to a chargeback or reversal may be suspended while it is investigated. If the chargeback is found to be unjustified, we may recover the amount and any related fees.

12. Changes to This Policy

We may update this Refund Policy from time to time. The "Last updated" date shows when it last changed. Changes do not affect refund requests made before the change.

13. Contact Us

For refund requests or payment questions, contact:

Damotiva Enterprises
Mbeya, Tanzania
Email: moto@damotiva.com
Phone / WhatsApp: +255 660 142 981
Website: damotiva.com