Refund Policy
Last updated: 9 October 2026
This policy explains when you can get your money back for an eTap purchase. It forms part of our Terms of Service. All amounts are in Kenya Shillings and include VAT.
Static and Dynamic plans
Your card link and QR code are issued as soon as your payment is confirmed. You can still get a refund of the plan price if you ask within 48 hours of payment and before your physical card has gone into production. Payment processor fees may be deducted where they apply.
Printed and dispatched cards
Once your physical card has been printed or dispatched, we cannot offer a refund. If the card arrives faulty or damaged, tell us within 7 days of delivery and we will replace it free of charge.
Designer service
The designer service fee is refundable only until our designer starts work on your design. After that, it is non-refundable.
Renewals
A Dynamic plan renewal can be refunded if you ask within 48 hours of paying and the card has not been used in the new subscription period.
Duplicate or mistaken payments
If you paid twice for the same card or paid by mistake, we refund the extra payment in full. Send us the M-Pesa receipt number or the Paystack reference so we can find it.
How refunds are paid
Approved refunds go back to the original payment method (the same M-Pesa number or card) within 14 days.
How to ask for a refund
Contact us with your account email and your payment reference:
- Email: print@ethosconcepts.co.ke
- WhatsApp: +254 141 026 985