Transparent refunds and cancellation terms
Last Updated: 23 December 2025
Our Commitment: At Dhamani Link, we aim to provide reliable digital services and transparent payment processes. This Refund Policy explains how refunds are handled for card payments and service cancellations.
Refunds may be issued under the following circumstances: • Duplicate or erroneous card charges • Failed transactions where payment was debited but the service was not delivered • Cancellation of a service before it has been rendered (subject to cancellation penalties outlined below) • Service failure or non-delivery due to circumstances within our control • Any other valid dispute verified and approved by Dhamani Link Refund Request Timeline Customers must request refunds within 30 days of the transaction date. Requests made after this period may not be eligible for processing.
Standard Cancellations (More than 48 hours before service) • Cancellations made more than 48 hours before the scheduled service time will attract a 10% cancellation fee • 90% of the payment will be refunded to your original payment method Late Cancellations (Within 48 hours of service) • Cancellations made within 48 hours of the scheduled service time will attract a 30% cancellation fee • 70% of the payment will be refunded to your original payment method No-Show Policy • Failure to show up for a confirmed booking without prior cancellation will result in no refund Note: Cancellation time is calculated from the moment we receive and confirm your cancellation request, not when you initiate it.
Unless otherwise stated: • Successfully delivered services are non-refundable • Completed services cannot be refunded once the service has commenced • Promotional or discounted bookings may have different refund terms as specified at the time of purchase Where a transaction is final and non-refundable, this will be clearly communicated to the customer before payment confirmation.
• All refunds are processed only to the original card or payment method used for the transaction • Cash or alternative payment method refunds are not permitted, in accordance with payment processor guidelines and anti-money laundering regulations • If the original payment card has expired or been closed, please contact us immediately to arrange alternative verification and refund processing
• Approved refunds are initiated within 7–14 business days from the date of approval • The actual time for funds to reflect in your account depends on your card-issuing bank or payment provider (typically 5-10 additional business days) • You will receive email confirmation when: ○ Your refund request is received ○ Your refund is approved or declined ○ Your refund has been processed
To request a refund or cancel a booking, please contact us with the following information: • Full name • Transaction reference number or booking ID • Date and amount of transaction • Reason for the refund request or cancellation • Scheduled service date and time (for cancellations) Contact Details: Email: support@dhamanilink.com Phone: +254 729 544 923 Support Hours: Monday–Friday, 8:00 AM – 6:00 PM, Saturday 8:00 AM – 1:00 PM EAT
We encourage customers to contact Dhamani Link directly first to resolve any payment disputes before initiating a chargeback with their bank. This allows us to: • Address your concerns promptly • Process refunds faster than the chargeback process • Maintain accurate transaction records Please note that initiating a chargeback may delay resolution and could affect your ability to use our services in the future.
Refunds or waived cancellation fees may be considered in exceptional circumstances, including but not limited to: • Medical emergencies (documentation may be required) • Service cancellation initiated by Dhamani Link • Force majeure events (natural disasters, government restrictions, etc.) Each case will be reviewed individually at our discretion.
In some cases, partial refunds may be issued for: • Services partially rendered • Downgraded service delivery • Agreed compensation for service issues The refund amount will be determined based on the specific circumstances and communicated to you before processing.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services after changes constitutes acceptance of the updated policy.
If you have questions about this Refund Policy or need assistance with a refund request, please reach out:
This policy is governed by the laws of Kenya and complies with applicable consumer protection regulations.
Our support team is here to help you with any refund or cancellation inquiries.