If you've paid for a ZIPROF service and need your money back, whether because you paid by mistake, ordered the wrong service, or a service issue meant you didn't get what you paid for, you can request a refund through your ZIPROF Client Area. Not every payment qualifies for a refund, so it helps to understand what's eligible before you submit a request.
When a refund is usually possible
- You paid for a new hosting or email plan that hasn't been set up or used yet.
- You accidentally paid twice for the same invoice.
- A service you paid for could not be delivered as described.
When a refund usually isn't possible
Some payments are difficult or impossible to reverse once processed:
- Domain registration fees are generally non-refundable once a domain has been registered or renewed, since the registration is submitted to the registry immediately and can't be undone.
- Hosting or email plans that have already been in active use for a significant part of the billing period.
- Add-on services that have already been completed, such as a website design task that has been delivered.
If you simply paid against the wrong invoice number, that's usually not a refund case at all: your payment can often just be reallocated to the correct invoice instead. See What to Do If You Overpay or Pay the Wrong Invoice via MPesa for that process.
How to request a refund
- Log in to your ZIPROF Client Area.
- Open a new support ticket under Support then Open Ticket, and choose the Billing department.
- In your message, include your full invoice number exactly as shown on your invoice (for example ZQ1203), the MPesa transaction code from your payment confirmation SMS, and a short explanation of why you're requesting a refund.
- Submit the ticket and wait for a response from the billing team.
What happens next
The billing team reviews each refund request individually, since eligibility depends on the service and how far along it is. You'll get a reply on your ticket confirming whether the refund has been approved.
Where a refund is approved, ZIPROF will usually credit the amount back to your account balance so it's available toward your next invoice. If you specifically need the funds sent back via MPesa instead, mention this in your ticket and the billing team will let you know if that's possible for your case.
Refund requests are handled faster when you include your invoice number and MPesa transaction code upfront, since the billing team won't need to ask you for them before they can start reviewing your case.