Refund & Cancellation Policy

1. Refund rules per product

The four Sanya products have different billing shapes, so the refund rules differ too. The table below is the quick map; the rest of this page is the detail.

2. Subscription products (Sanya Business, Kanisa MS) — the basics

These are sold as a recurring subscription. You can choose a monthly, semi-annual, or yearly billing cycle. Subscriptions auto-renew at the end of each cycle unless cancelled.

3. How to cancel

You can cancel any time. Cancellation takes effect at the end of your current paid cycle — you keep full access until then, no early cut-off.

To cancel: Email support@sanya.tz from your registered admin email. Include your workspace slug (e.g. yourcompany.sanya.tz) and the reason if you'd like — we always appreciate the feedback, but it's not required. We process every cancellation within one business day and send a confirmation email with the exact end date.

4. When refunds apply (subscription products)

3.1 14-day "didn't fit my business" window

If you sign up and within 14 days decide Sanya isn't right for you, contact support@sanya.tz and we will refund your most recent payment in full. This applies only to your first subscription with Sanya — not to renewals.

3.2 Service outage credits

We target 99% monthly uptime. If we miss it for a calendar month, you are entitled to a service credit:

Credits are applied as a discount on your next renewal invoice, not refunded in cash. To claim a credit, email support@sanya.tz within 30 days of the affected month with timestamps if possible — we'll verify against our monitoring and issue the discount manually before your next renewal lands.

Excluded from uptime: planned maintenance (announced ≥ 48h in advance), force-majeure (natural disaster, war, fibre cuts beyond our control), and downtime caused by your own actions or network.

3.3 Pricing decreases

If we drop a plan price during your paid cycle, you do not automatically get a refund of the difference — but you can ask us to re-price your subscription. We'll apply the new rate from your next renewal onwards.

3.4 Errors on our side

If we charged you incorrectly — double-billed, wrong cycle, wrong plan applied — we refund the error in full within 7 business days. No questions asked.

5. Product-specific refund rules

5.1 Sanya Host & VPS — 30-day money-back

Sanya Host and VPS plans are sold on an annual basis. If you cancel within 30 days of the original signup, we refund the hosting fee in full. After day 30, hosting fees are non-refundable for the current annual cycle — your account simply runs until the renewal date and we don't auto-renew.

Domain registrations are non-refundable. When you register a domain (.tz, .co.tz, .com, etc.), we pay the registry (TCRA for .tz; ICANN / VeriSign / etc. for international TLDs) on your behalf. Those payments are irreversible from the registry's side — even on day 1. We pass that constraint through to you: the domain is yours for the registration period regardless of any hosting cancellation.

If you cancel hosting but want to keep your domain, we'll happily transfer it out to another registrar; standard TCRA / ICANN transfer rules apply.

5.2 SanyaSMS — credit is non-refundable

SMS credits, once purchased, are non-refundable for cash. This matches every TZ bulk-SMS provider's practice (Beem, Bongo Live, NextSMS), because we pay the carriers (Vodacom / Tigo / Airtel / Halotel) per message in advance and that money does not come back.

What we DO commit to:

• Auto-credit on carrier-side delivery failures — if a message comes back as undeliverable for reasons that aren't handset-side (number doesn't exist, carrier blocked our route, network error), the credit is automatically returned to your account within 7 days. No claim needed.
• No expiry on credits — purchased credits do not expire. They stay on your account until used or until you close the account.
• Account closure — if you close your SanyaSMS account, any remaining credit balance is forfeit. You're welcome to spend it first (campaign blast, OTP top-ups, transactional sends) before closing.

5.3 Sanya Store — no refund once downloaded

Digital goods (PDFs, templates, calculators) on Sanya Store are not refundable once you've downloaded them — they can't be "returned" in any meaningful sense. This is standard digital-goods practice.

Two exceptions:

• Pre-download abandonment — if you've paid but never clicked the download link (we can verify from logs), you have 7 days from the purchase date to request a refund in full. After 7 days, even un-downloaded purchases become non-refundable.
• File is broken / not what was described — if the file is corrupted, missing pages, or materially different from the product listing, we refund in full regardless of download status. Send proof to support@sanya.tz.

6. When refunds do not apply

• Mid-cycle cancellation on monthly plans — your subscription runs to the end of the cycle; no pro-rated refund.
• Account suspension for AUP violation — pre-paid amounts are forfeit (see AUP §4).
• Beyond the 14-day window, refunds on long-cycle plans (semi-annual / yearly) are pro-rated only at our discretion.
• Plan downgrades — if you move from Pro to Standard mid-cycle, the difference is not refunded; the downgrade takes effect at next renewal.
• Add-on purchases (extra SMS bundles, one-off invoice top-ups, prorated plan upgrades) are non-refundable once delivered.

7. Refund method

Refunds are issued via the same channel you paid with, where possible:

• Mobile money (M-Pesa, Tigo Pesa, Airtel, Halopesa) — refunded to the originating number, usually within 3–5 business days.
• Bank transfer — refunded to the originating account; 5–10 business days.
• Card (Visa / Mastercard) — refunded via our online payment partner to the originating card; up to 14 business days.

8. What happens to your data after cancellation

8.1 Sanya Business, Kanisa MS (subscription SaaS)

• Day 0 (cancellation date): Your workspace status changes to "Cancelled". You can still sign in.
• Days 0 – 14: Full read access. Sign in and download anything you need.
• Days 14 – 90: Read access via support request only. We can still export everything for you.
• Day 90: Workspace and all data permanently deleted. No recovery is possible.

8.2 Sanya Host, Sanya Cloud VPS & storage

Because the underlying infrastructure costs continue to accrue at our upstream provider regardless of whether your invoice is paid, the retention window depends on the billing cycle you originally chose. Once we delete the server image, recovery is not possible.

Before the deletion deadline you may restart the service by paying the overdue invoice — at which point the service resumes, your data is intact, and you can export your own backups via the normal product interface (cPanel "Backup" for hosting, SSH / portal snapshots for Sanya Cloud VPS). After the deletion deadline the server image is wiped at the infrastructure level and is not recoverable from our side.

We do not extract data from a suspended account or VPS on your behalf. If you want to export data after suspension, the underlying suspension reason must be resolved first — see Schedule A §A.11 (hosting) and Schedule C §C.7 (Sanya Cloud) for the operational path. Keep your own off-site backups so this scenario never depends on us.

If you need an extension, ask before the deletion date. Domains registered through us remain registered for the period you paid for, regardless of any hosting cancellation — those have their own renewal cycle handled by the registry.

8.3 Sanya Store, SanyaSMS

• Sanya Store purchases: Your downloads + library remain accessible indefinitely as long as your global account is active. If you delete your global account, your purchase history is wiped within 30 days.
• SanyaSMS account closure: Message history retained for 90 days for audit / dispute purposes, then deleted. Unused credits are forfeit on closure (see §5.2).

9. Disputes

If you believe you've been wrongly charged or refused a refund:

1. Email billing@sanya.tz with the invoice number, date, and reason. We respond within 3 business days.
2. If unresolved, escalate to legal@sanya.tz.
3. For consumer-protection disputes, you may contact the Fair Competition Commission (FCC) of Tanzania.

10. Cancellation never costs you data