This Refund Policy explains when refunds, credits, adjustments, or payment reversals may be available for products and services provided by Loopcore Enterprises.
Effective Date: 9 June 2026
1.1 Loopcore Enterprises is committed to treating customers fairly while protecting the business from losses arising from completed work, consumed services, misuse, or circumstances beyond its reasonable control.
1.2 Refund eligibility depends on the service purchased, the stage of service delivery, and the circumstances giving rise to the request.
1.3 Refunds are not automatic and may require verification, investigation, supporting documents, and reasonable review.
Refunds may be considered where:
2.1 Where a refund is approved, Loopcore Enterprises may deduct reasonable costs already incurred in providing the requested service, provided such deductions are fair, proportionate, and supported by the circumstances.
3.1 Customers who cancel before service activation shall normally be entitled to a full refund, less any disclosed non-refundable costs already incurred.
3.2 Monthly internet subscription fees are generally non-refundable once service has been activated and made available for use.
3.3 If Loopcore Enterprises experiences a service outage exceeding forty-eight (48) consecutive hours due solely to its fault, customers may receive a reasonable service credit, account adjustment, or partial refund proportional to the affected service period.
3.3A Customers seeking outage-related service credits, account adjustments, or refunds should submit their request within thirty (30) days after service restoration.
3.4 Installation fees may be refunded where installation cannot be completed solely because Loopcore Enterprises is unable to provide the service.
3.5 Where installation work has already commenced, any refund may be reduced by reasonable labour, transport, equipment, administrative, and material costs already incurred.
3.6 Unless otherwise required by law or expressly agreed in writing, monthly internet subscription fees are not prorated, partially refundable, or transferable after service activation.
3.7 Where installation cannot be completed due to customer actions, customer absence, denial of access, landlord restrictions, inaccurate information provided by the customer, unsafe installation conditions, or unsuitable premises conditions, installation fees may be retained in whole or in part to cover reasonable costs already incurred.
4.1 Diagnostic, consultation, troubleshooting, software repair, networking, rooting, unlocking, flashing, configuration, upgrade, downgrade, and related services involve professional time, expertise, and resources.
4.2 Customers may receive a refund where payment was made but no work has commenced.
4.3 Once work has commenced, any refund may be reduced to reflect the value of work already performed.
4.4 Fees for completed consultations, diagnostics, assessments, troubleshooting sessions, and completed technical services are generally non-refundable.
4.5 If Loopcore Enterprises is unable to complete an agreed service and no meaningful benefit is delivered, a full or partial refund may be considered depending on the circumstances and the amount of work already performed.
5.1 Device software services may include firmware installation, operating system upgrades, downgrades, device recovery, rooting, unlocking, flashing, configuration, and related technical services.
5.2 Certain software procedures carry technical limitations and risks. Success cannot always be guaranteed.
5.3 Refunds shall not be available solely because a device cannot be repaired, recovered, unlocked, rooted, upgraded, downgraded, or restored where reasonable efforts were performed and the customer was informed that success could not be guaranteed.
5.4 Customers are responsible for backing up all personal data before submitting devices for service.
5.5 Loopcore Enterprises may refuse service where ownership of a device cannot reasonably be verified.
5.6 To the maximum extent permitted by law, Loopcore Enterprises shall not be responsible for loss of data, applications, settings, accounts, contacts, messages, photographs, files, or other content arising from repair, recovery, upgrade, downgrade, rooting, unlocking, flashing, software installation, or software maintenance activities.
5.7 Devices not collected within ninety (90) days after notification that service is complete may be treated as abandoned, subject to applicable law and reasonable attempts to contact the customer.
6.1 Networking devices supplied by Loopcore Enterprises may be eligible for return within seven (7) days of purchase if returned in substantially the same condition as sold.
6.2 Devices found to be defective upon delivery may be repaired, replaced, credited, or refunded after reasonable inspection.
6.2A Customers should inspect equipment promptly upon receipt and report any apparent defects, shortages, or incorrect items within seven (7) days of delivery where reasonably possible.
6.3 Refunds may be denied where damage results from misuse, negligence, unauthorized modification, accidental damage, or improper installation by the customer.
6.4 Returned equipment must include all supplied accessories, components, cables, adapters, and packaging where reasonably available and must not show signs of misuse, unauthorized modification, or abnormal wear beyond normal inspection and testing.
7.1 Printing, photocopying, scanning, typing, formatting, government-service assistance, educational support, online applications, and similar services are generally non-refundable once completed.
7.2 Where an error is caused solely by Loopcore Enterprises, reasonable corrective action shall be provided at no additional cost where practical.
7.3 Refunds shall not be issued solely because a government agency, educational institution, employer, financial institution, licensing authority, or other third party delays, rejects, suspends, denies, or declines an application, request, registration, or submission.
7.4 Loopcore Enterprises does not guarantee approval, acceptance, issuance, processing speed, verification outcomes, eligibility determinations, or any other outcome relating to applications, registrations, submissions, or requests made to government agencies, educational institutions, employers, financial institutions, licensing authorities, or other third-party organizations.
9.1 Refund requests should be submitted within thirty (30) days of the relevant transaction.
9.2 Customers may be required to provide receipts, transaction records, account details, identification, or other information reasonably necessary to evaluate a refund request.
9.3 Loopcore Enterprises reserves the right to deny refund requests where there is evidence of fraud, abuse, chargeback misuse, false claims, misrepresentation, unauthorized transactions initiated by the customer, or attempts to obtain services without proper payment.
9.4 Refund requests may be submitted through the official contact channels published by Loopcore Enterprises, including telephone, SMS, WhatsApp, email, or other designated communication methods.
10.1 Approved refunds may be issued through the original payment method, M-Pesa, bank transfer, account credit, service credit, or another reasonable method selected by Loopcore Enterprises.
10.2 Processing times may vary depending on the payment provider, mobile money provider, banking institution, or administrative requirements.
10.3 Approved refunds will normally be processed within fourteen (14) business days, subject to verification requirements and the processing timelines of the relevant payment provider, banking institution, or mobile money service.
11.1 Nothing in this Refund Policy shall limit any rights or remedies that cannot legally be excluded under applicable law.
11.2 Where Kenyan law grants additional consumer rights, such rights shall prevail to the extent required by law.
12.1 Loopcore Enterprises may update this Refund Policy from time to time to reflect operational, legal, regulatory, technological, or business changes.
12.2 Updated versions become effective upon publication unless otherwise stated.