Refund Policy
Last updated: 5/18/2025
1. Overview
This Refund Policy outlines the terms and conditions regarding refunds for Ping's notification services provided by Lioncap Ventures. By using our services, you agree to the terms of this Refund Policy.
2. No-Refund Policy
Ping operates under a strict no-refund policy. Once payment has been made for any of our services, subscription plans, or message credits, no refunds will be issued. This includes, but is not limited to:
- Monthly or annual subscription fees
- Message credits or bundles
- Setup fees
- Custom development or integration services
- Enterprise plan payments
- Overage charges
We have adopted this policy to maintain the sustainability of our business operations and to ensure continuous delivery of high-quality services to all our customers.
3. Rationale for Our No-Refund Policy
Service Nature
Ping provides digital communication services that are consumed immediately upon use. When you send notifications through our platform, you are using real-time resources, network capacity, and third-party services that cannot be returned or reused.
Resource Allocation
We allocate resources based on our customer commitments. When you subscribe to a plan, we reserve capacity and infrastructure to ensure your messages can be delivered reliably. These resources are committed regardless of your actual usage volume.
Third-Party Costs
Many of our services involve costs paid to third-party providers such as mobile network operators, WhatsApp Business API, and email delivery services. These costs are incurred in real-time and cannot be recovered once messages are sent.
Free Trial Availability
To mitigate the risk of dissatisfaction, we offer a comprehensive 14-day free trial that allows you to thoroughly evaluate our services before making a financial commitment. This trial period is designed to give you sufficient time to test all relevant features and determine if Ping meets your requirements.
4. Exceptions to the No-Refund Policy
While our standard policy does not allow for refunds, we recognize that exceptional circumstances may arise. The following situations may be considered for credit or adjustment on a case-by-case basis:
Service Outages
If Ping experiences a significant service outage that prevents you from sending notifications as defined in our Service Level Agreement (SLA), we may provide service credits for the affected period. These credits will be applied to future usage rather than processed as refunds.
Billing Errors
If you believe you have been incorrectly billed or charged at the wrong rate, please contact our billing department within 7 days of the charge. If we confirm a billing error occurred, we will issue a credit to your account for the incorrect amount.
Fraudulent Charges
In cases of unauthorized or fraudulent charges, please contact us immediately. After investigation and verification, we will take appropriate action, which may include account credits or, in rare cases, refunds.
Legal Requirements
Where refunds are required by applicable law and cannot be superseded by our terms of service, we will comply with such legal requirements.
5. How to Request Exceptions
If you believe your situation falls under one of the exception categories listed above, please contact our support team at:
Email: [email protected]
Phone: +263 242 123458
Please include the following information in your request:
- Your account name and ID
- The date and amount of the charge in question
- Detailed explanation of why you believe an exception should be made
- Any supporting documentation or evidence
All exception requests will be reviewed on a case-by-case basis, and our decision is final. Please note that submission of a request does not guarantee approval.
6. Contact Us
If you have any questions about this Refund Policy, please contact us at:
Email: [email protected]
Phone: +263 242 123458
Mail: Lioncap Ventures, 123 Innovation Drive, Harare, Zimbabwe