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Legal and support

Refund Policy

Last updated 6 November 2026.

Scope

This policy explains when Kabara, operated by Dynamic Consult Ltd, may issue refunds or credits for quota, invoices, or payments. It applies to organizations using Kabara in South Sudan and the region.

Platform errors

If a platform error causes messages not to be sent even though quota was deducted, or causes an incorrect charge, contact support with the campaign name, send time, affected numbers, and any reference numbers. We will investigate using delivery reports and provider records.

Where we confirm that the error was caused by the Kabara platform, we will correct the charge by restoring quota or issuing a refund or credit. We do not refund for failures caused by mobile networks, recipient handsets, incorrect contact data, or content that breaches our terms.

Unused quota

Unused quota may be refunded or credited at the discretion of Kabara management. Requests are reviewed case by case, taking into account the payment reference, invoice status, quota movements, and any applicable fees or commitments.

Quota that has already been consumed by accepted messages is not refundable, even if the recipient did not read or receive the message on their handset.

Cash payments and matching

Cash payments must quote the invoice or payment reference so we can match them to your organization. Payments that cannot be matched may be held pending confirmation. Refunds are normally returned using the same method and to the same payer as the original payment where that is possible.

How to request a review

Send refund requests to kabara@dynamicsms.com or call +211 (0) 917-474-272. Include your organization name, invoice or receipt number, payment date and amount, and a clear description of the issue. We may ask for supporting documents or additional details.

We aim to acknowledge requests promptly and will tell you if we need more information. Approved refunds or credits are processed within a reasonable period, subject to verification and any legal or accounting requirements.

Changes to this policy

We may update this policy to reflect changes in the service or legal requirements. The updated date at the top of this page shows when it was last revised.

Support contact

Our support team helps with account access, quota, invoices, sender IDs, and delivery reports. Use the details below and quote your organization name and any reference number.