Refund Policy

We want BillFi to be right for your ISP. If it isn't, we'd rather refund you than have you stuck. The rules below are how we make that fair for both sides.

Every plan includes a 14-day free trial. No card is charged during the trial. If you don't convert, nothing to refund.

You may cancel a monthly subscription at any time from the billing portal. Cancellation stops future renewals; the current month remains active until the end of the billing period.

Monthly fees already charged are non-refundable, except in the specific cases below.

Annual subscriptions can be refunded on a pro-rata basis if cancelled within the first 30 days. After 30 days, the annual commitment applies; you may still cancel auto-renewal at any time.

Pro-rata refunds are calculated as: (paid amount) × (unused days ÷ total days in the term), less any usage-based charges already incurred.

• A duplicate charge caused by a payment gateway error on our side.
• A charge made after you cancelled and received a cancellation confirmation.
• An extended platform outage that materially prevented you from operating (per the SLA thresholds in your order form, where one applies).
• A confirmed onboarding blocker on BillFi's side within the first 30 days of a paid subscription.

• Change of mind after 30 days of a paid annual subscription.
• Fees for third-party pass-through services (SMS credits, mobile-money gateway fees, KYC checks, printed vouchers).
• Downgrades mid-cycle — the higher plan is honoured until the end of the paid period.
• Suspension or termination for breach of the Terms & Conditions or acceptable-use policy.

Migration services, dedicated onboarding, custom integrations and training packages are non-refundable once work has commenced. Unstarted engagements are fully refundable on request.

Email billing@billfi.net from the account owner's address with:

• The invoice number or transaction ID.
• A brief reason for the refund.

We acknowledge requests within 2 business days and issue approved refunds within 10 business days, to the original payment method where possible.

Once we release the refund, timing depends on the rail:

• Cards: 5–10 business days.
• bKash / Nagad / Rocket: 1–3 business days.
• M-Pesa / MoMo / Airtel Money: 1–5 business days.
• Bank transfer / ACH: 3–7 business days.

We'd rather talk it out than see a chargeback. If you're considering one, reach out first — most issues are resolved the same day. Filed chargebacks may result in immediate account suspension pending review.

Billing & refunds: billing@billfi.net.