Refund & Cancellation Policy

Last updated: April 2026

Overview

Symba Global provides business-to-business (B2B) software services to microfinance institutions (MFIs) and savings and credit cooperative organisations (SACCOs) under individually negotiated contracts. We do not sell products or services directly through this website. All services are provided pursuant to a written service agreement between Symba Global and the client.

Refund Policy

This is a limited refund policy. Because our services are delivered under individually negotiated B2B contracts, the following general terms apply. Your specific service agreement with Symba Global governs in the event of any conflict.

  • Usage fees are non-refundable — Fees for services that have been invoiced and delivered are non-refundable. Fees for partial months are not prorated.
  • Service credits — In the event of service level failures, credits may be issued in accordance with your service agreement. Service credits apply to outstanding or future invoices only and are not redeemable for cash. Credits are forfeited upon termination of the service agreement.
  • Overpayments — If you have made a payment in excess of the invoiced amount, we will refund the difference within 30 days of confirmation.
  • Duplicate payments — Duplicate payments will be refunded in full upon verification.

Cancellation Policy

Cancellation of services is handled in accordance with the terms of your individual service agreement. Typically:

  • The client may terminate the agreement for convenience by providing ninety (90) days' written notice, provided all undisputed amounts due have been paid.
  • Symba Global may terminate the agreement for convenience upon sixty (60) days' written notice.
  • Either party may terminate the agreement for the other party's material breach upon thirty (30) days' written notice, unless the breach is cured within that period.
  • Upon cancellation, any outstanding invoices remain payable. Usage fees are not refunded.
  • After termination, clients may request an export of their data within thirty (30) days, provided all undisputed amounts have been paid.

How to Request a Refund or Cancellation

To request a refund or cancel your services, please contact us at support@symbaglobal.com.

Please include your company name, invoice reference (if applicable), and a description of your request. We will acknowledge your request within 5 business days and aim to resolve it within 30 days.

Card Payment Refunds

If your original payment was made by credit or debit card, approved refunds will be credited back to the same card used for the original transaction. Please allow up to 10 business days for the refund to appear on your statement after it has been processed.

Contact

If you have any questions about this policy, please contact us at info@symbaglobal.com.

Symba Global
Willemsplantsoen 9
3511 LB Utrecht
The Netherlands