Refund Policy

We want you to subscribe with confidence. The 14-day free trial exists so you can evaluate Pickovo fully before paying — but where something goes wrong, this policy explains when and how we refund.

When you are eligible

You may request a refund if: (a) you were charged after cancelling before your renewal date; (b) you were charged twice for the same billing period; (c) a verified platform failure on our side prevented you from using the service for a substantial part of the billed period; or (d) you request one within 14 days of a first-time subscription payment and have not made material use of paid features in that period.

What is not refundable

Partially used billing periods after the 14-day window; usage-based charges already incurred (e.g. SMS bundles consumed); mobile-money or bank transaction fees charged by operators; charges older than 60 days; and periods where access was suspended for non-payment or breach of the Terms. VAT is refunded only where the underlying fee is refunded.

How to request a refund

Email info@heptadev.com (or WhatsApp +250 788 701 902) from your account email with your organization name, the invoice number (e.g. SUB-XXXXXXXX), the payment method used, and the reason. We may ask for the mobile-money transaction reference to trace the payment.

Processing times

We acknowledge requests within 1 business day and decide within 5 business days. Approved refunds are returned to the original payment method: Mobile Money typically within 3–5 business days; card and bank refunds within 7–14 business days depending on the provider. Where a same-method refund is impossible, we agree an alternative with you or credit your next invoice.

Cancelling instead of refunding

You can stop auto-renewal at any time from your Billing page or by written notice at least 15 days before renewal — you keep access until the end of the period already paid, and nothing further is charged.

Contact

Pickovo Ltd · 1 KN 78 St, Kigali, Rwanda · info@heptadev.com · +250 788 701 902 (Mon–Fri 9:00–17:00 CAT).