Refund Policy
This English version is provided for convenience. In case of any discrepancy, the French version prevails.
Last updated: August 2, 2026 Version: 2.2
This policy supplements the General Terms of Use and Sale. It describes the cases in which a SANZA subscription payment, collected by BAHINIBA, may give rise to a refund or a credit, the applicable timeframes and the procedure to follow. SANZA is a brand and a product of BAHINIBA.
Note on the origin of credits. A credit visible on a client's account may have two distinct origins: a compensation under this policy (described below), or a credit granted under the referral program once it is active (article 10 of the Terms). These two origins share the same crediting mechanism but are governed by different rules; this policy governs only the first.
1. General principle
SANZA offers a free 14-day trial with no prior payment: every client can fully evaluate the service before paying. As the service is intended for professionals, paid subscriptions are non-refundable, except in the cases exhaustively listed below. Where compensation is due, it takes by default the form of a credit applied to the client's account; a cash refund is reserved for the cases expressly provided for in point 2.
2. Cases giving rise to a cash refund
These two cases correspond to amounts collected without consideration; they are refunded in cash:
| Situation | Refund |
|---|---|
| Double payment or overpayment (technical error or mobile money operator error) | Full, of the amount overpaid |
| Payment charged without activation of the corresponding service | Full |
3. Cases giving rise to a credit
In the following situations, compensation takes the form of a credit usable on future subscriptions, at BAHINIBA's discretion:
| Situation | Compensation |
|---|---|
| Major service unavailability attributable to BAHINIBA, exceeding 72 consecutive hours in a paid month | Credit pro rata to the days of unavailability |
| Manifest plan error reported within 7 days of a first payment, without significant use of the service | Credit corresponding to the difference, or adjustment to the correct plan |
4. Annual subscription
The annual subscription benefits from a discount equivalent to 2 months free, in consideration of the twelve-month commitment. Accordingly, it is not refundable in the event of early termination by the client. The only exception is major unavailability attributable to BAHINIBA (point 3), which gives rise to a pro rata credit.
5. Cases giving rise to no compensation
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The current subscription month, once started (termination takes effect at the end of the paid period).
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Non-use of the service during a paid period.
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Suspension or termination of the account for breach of the Terms (fraud, unlawful use).
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Periods paid as arrears required upon reactivation of a suspended account, which remunerate the retention and securing of the data during the suspension. These arrears, capped at three monthly instalments, are billed automatically in a single payment combined with the first monthly instalment of the new period. A commercial waiver on the arrears remains possible at BAHINIBA's discretion, on an exceptional basis.
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Fees charged by the mobile money operator or the aggregator on the transaction, which do not depend on BAHINIBA.
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Unused monthly quotas (AI, WhatsApp), which are neither carried over nor refundable.
6. Account states covered by this policy
This policy applies to all accounts regardless of their state. For reference, the account states are, as defined in the Terms: active (active account up to date), trial_expired (expired trial, view-only account without billing), read_only (unpaid, 7-day grace period), suspended (access closed after unresolved non-payment) and canceled (terminated). Requests submitted after transition to the canceled state may only relate to payments collected prior to termination.
7. How to request
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Send the request via WhatsApp at +228 71675944 or by email to facturation@bahiniba.com, within 30 days of the payment concerned (or the end of the unavailability for that ground).
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Indicate: the company name, the mobile money number used for the payment, the date and amount of the transaction, and the reason for the request.
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We acknowledge receipt within 2 business days and process the request within 7 business days.
The data submitted in the context of this request (name, number, transaction reference, reason) is processed in accordance with the Privacy Policy, for the sole purpose of processing the request, with retention in the register of request processing.
8. Refund terms
Any accepted cash refund is made to the same mobile money number used for the initial payment, within a maximum of 14 business days after acceptance. If that account is no longer active, the client provides a replacement account in their name or in their company's name. Refunds are made in FCFA, for the net amount collected by BAHINIBA.
Credits are applied to the client's account upon acceptance of the request and are automatically offset against subsequent subscription payments.
Each refund or credit is recorded in our audit log and gives rise to supporting documentation sent to the client.
9. Payment disputes
Before any dispute with the mobile money operator or the aggregator, we invite the client to contact us: the vast majority of payment incidents are resolved within a few days through this channel. This policy does not deprive the client of any right granted to them by applicable law.
10. Contact
BAHINIBA, Adidogomé, Lomé, Togo. Email: facturation@bahiniba.com. WhatsApp: +228 71675944.