Legal
Last updated: 1 May 2025
We stand behind our platform. If something isn't right, here's how we handle refund and cancellation requests.
Canisvilla offers subscriptions for partner businesses (vets, groomers, trainers, and vendors). We want you to be satisfied with your subscription, and we aim to make our refund process straightforward and fair. This policy applies to all paid plans on the Canisvilla platform.
| Scenario | Refund eligible |
|---|---|
| First-time subscription, cancelled within 7 days | |
| Annual subscription, cancelled within 14 days of renewal | |
| Monthly subscription mid-cycle cancellation | |
| Subscription cancelled after refund window | |
| Account suspended for Terms of Service violations | |
| Partial use of a billing period | |
| Technical error or duplicate charge |
If you subscribe to a Canisvilla partner plan for the first time and are not satisfied, you may request a full refund within 7 days of your initial payment. No questions asked.
For annual plan renewals, you may request a refund within 14 days of the renewal charge if you no longer wish to continue. The refund will be prorated based on unused months.
Monthly subscriptions are non-refundable once the billing period begins. You can cancel at any time to prevent future charges; your access continues until the end of the current period.
If you were charged in error — such as a duplicate payment or an incorrect amount — please contact us within 30 days and we will investigate and issue a full refund if the error is confirmed.
We aim to review all refund requests within 2 business days of receipt.
You will be notified by email once your refund request is approved or if we need additional information.
Approved refunds are returned to your original payment method (card or mobile money) within 5–10 business days. Processing times may vary by bank or payment provider.
You can cancel your subscription at any time from your partner dashboard under Subscription Settings. Cancellation is effective at the end of the current billing period — you will not be charged again. Your partner listing and features remain active until the period ends. Cancelling does not automatically trigger a refund; please submit a refund request separately if you believe you are eligible.
If you are not satisfied with our response to a refund request, please email legal@canisvilla.com and we will escalate your case for review. We are committed to resolving disputes fairly and promptly. As a last resort, disputes are subject to the laws and jurisdiction of Kenya as outlined in our Terms of Service.
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated effective date. If you have an active subscription, we will notify you of material changes at least 14 days in advance.
For refund requests and billing questions, contact us at refunds@canisvilla.com.