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).