At Kini, we believe families should always know what they are paying for, how much they are paying, what happens after payment, and when a payment can be cancelled or refunded.

This policy explains how Kini displays pricing, processes payments, handles voucher fulfilment, and manages cancellations and refunds.

1. Pricing & Checkout Transparency
All prices displayed on the Kini platform are shown in South African Rand (ZAR) unless otherwise stated. Before completing a payment, you will be able to review:
The care voucher, service or subscription you are purchasing.
The value of the voucher or service.
The selected beneficiary or Care Pool.
The selected Issue Date, where applicable.
Any applicable Kini service, platform or subscription fee.Any applicable taxes or charges.
The total amount you will be charged.
The available payment method.
The total amount payable will be clearly displayed before you confirm and submit your payment.

Kini will not knowingly add undisclosed charges to your transaction after you have confirmed your purchase.

Third-Party Care Vouchers & Services
Kini may offer care vouchers and services from trusted third-party providers, including but not limited to:
Shoprite / Checkers
Dis-Chem
NetcarePlus
Airtime providers
Prepaid electricity providers
Healthcare providers
Other approved care-service providers.
The applicable price will be displayed before you complete your purchase.
Third-party prices may change from time to time. The price displayed and accepted by you at checkout is the price applicable to your transaction.

Kini Fees
Where Kini charges a service, platform or subscription fee, this will be clearly identified before checkout and included in the total amount payable.
If no Kini fee applies to your transaction, no such fee will be added.
Kini does not add a hidden payment-processing surcharge to your transaction. Any payment-processing costs incurred by Kini are treated as business expenses unless a specific customer charge has been clearly disclosed before checkout.

2. Payment Processing
Payments made through Kini are securely processed using Payfast by Network, our payment processing partner.
Your payment details are processed through Payfast's secure payment infrastructure. Kini does not require customers to send their payment card details directly to us.

Once Payfast confirms a successful payment, Kini will apply the payment to the relevant Care Pool, voucher or service.

International Customers
Kini is designed for families where contributors may live outside South Africa while their aging family members live in South Africa.
International customers may be able to pay using supported international cards and payment methods. Where currency conversion applies, the applicable amount and any relevant currency information will be presented during checkout.
Any additional fees charged by a customer's bank, card issuer or financial institution are outside Kini's control and may be payable by the customer.

3. Reviewing & Confirming Your Order
Before payment is completed, customers will have an opportunity to review their order.
The checkout will clearly show:

What you are purchasing
The specific care voucher, service or subscription.

Who it is for
The selected beneficiary or Care Pool.

When it will be fulfilled
The selected Issue Date, where applicable.

How much it costs
The item price, applicable Kini fees and total amount payable.

How you will pay
The payment method available through Payfast.

Customers are responsible for reviewing these details before confirming payment.

4. Voucher Issue Dates
Where a care voucher allows a future Issue Date, the customer selects the date on which the voucher is intended to be issued or deployed to the beneficiary.

The Issue Date is important because it determines when the voucher enters the fulfilment process.

A customer may cancel or amend an order before the voucher has been issued or deployed, provided that Kini has not already fulfilled the order with the relevant third-party provider.

Once a voucher has been issued, deployed or redeemed, the transaction is generally final and subject to the terms and conditions of the relevant third-party provider.

5. Cancelling or Changing an Order
Customers may request to cancel or change an order before the voucher has been issued or deployed.

Where applicable, customers may request changes to:
Issue Date;
Voucher value;
Beneficiary details;
Voucher category; or
Other order details available for amendment.

Changes are subject to the order not having entered fulfilment.

Once a voucher has been issued or deployed, changes to the order may no longer be possible.

6. Refund Eligibility
A customer may be eligible for a full refund where:
The voucher has not yet been issued or deployed.
The selected Issue Date has not yet been reached and fulfilment has not begun.
Kini has not purchased or fulfilled the relevant third-party service.
A payment was duplicated.
A payment was processed incorrectly due to a technical or system error.
Kini is unable to fulfil the requested voucher or service.
Approved refunds will be returned to the original payment method used for the transaction.

7. When Refunds Are Not Available
Refunds are generally not available once:
A voucher has been issued or deployed to the beneficiary.
A voucher has been redeemed or used.
Groceries, medication, prepaid electricity, airtime or other goods have already been purchased on behalf of the beneficiary.
A healthcare service or appointment has already been arranged or delivered.
Kini has completed fulfilment with a third-party provider.

This includes vouchers provided through Kini's trusted partners, including Shoprite / Checkers, Dis-Chem, NetcarePlus and any future voucher or service providers.

Once a third-party voucher has been issued or deployed, it is subject to that provider's terms and conditions and Kini may not be able to cancel or refund the transaction.

Nothing in this section limits any rights you may have under applicable law.

8. Failed or Incomplete Orders
If Kini is unable to fulfil an order because, for example:
A partner's system is unavailable.
A voucher cannot be issued.
A requested product or service is unavailable.
Fulfilment becomes impossible.

Kini will, where appropriate:
Provide a full refund; or
Offer an alternative voucher or service for the customer's approval.

If an alternative is offered,

Kini will not substitute the product or service without the customer's agreement where the change materially affects the purchase.

9. Incorrect Orders
If you identify an error in your order, please contact Kini as soon as possible.
Where fulfilment has not begun, we will make reasonable efforts to correct the order.
Once a voucher or service has been issued, purchased or fulfilled through a third-party provider, we may no longer be able to make changes.

10. Subscription Services
Where Kini offers recurring subscription services:
You may cancel your subscription at any time.
Cancellation will prevent future recurring charges.
Your subscription will generally remain active until the end of the current billing period.
Subscription fees already paid are generally non-refundable, unless otherwise required by applicable law or expressly stated at the time of purchase.

Any applicable subscription pricing and billing frequency will be displayed before you subscribe.

11. Payment Confirmation
After a successful payment, you will receive confirmation of your transaction.
Your confirmation may include:
Transaction reference.
Amount paid.
Date and time of payment.
Care Pool or order reference.
Voucher or service purchased.
Beneficiary details.
Issue Date, where applicable.
Please retain your payment confirmation for your records.

12. Failed Payments & Duplicate Payments
If your payment is unsuccessful, the order will not be considered paid until Kini receives confirmation of a successful transaction.

If your bank or payment provider shows that funds have been deducted but Kini does not show a successful payment, please contact Kini Support with your transaction details. We will investigate the matter and, where appropriate, work with our payment provider to resolve it.

If you believe you have accidentally paid for the same order more than once, please contact us as soon as possible. Where a duplicate payment is confirmed, we will process the appropriate refund.

13. Refund Processing
Approved refunds will be processed to the original payment method used at checkout.

Refund processing times may vary depending on the payment provider and the customer's bank.

Once Kini has initiated an approved refund, the time taken for the funds to reflect in the customer's account is outside Kini's control.

14. Chargebacks
If you believe a payment has been made incorrectly or you do not recognise a transaction, please contact Kini Support first so that we can investigate and attempt to resolve the matter.

Nothing in this policy prevents a customer from exercising any rights they may have through their bank, card issuer or applicable law.

15. Changes to Pricing
Kini may change its pricing, service fees or the prices of third-party products and services from time to time.
Price changes will apply to new purchases only.
A price change will not affect an order that has already been successfully paid for and confirmed by Kini.

16. Consumer Rights
Nothing in this Pricing, Checkout, Refund & Cancellation Policy limits or excludes any rights available to consumers under the South African Consumer Protection Act or any other applicable law.

Where applicable law provides a customer with rights that differ from this policy, those legal rights will apply.

17. Contact Us
If you have questions about pricing, payments, cancellations or refunds, please contact Kini Support.

Kini Support
Email: support@kini-app.co.za
Website: https://kini-app.co.za
Call: (South Africa) +27 105022757

We are committed to making every payment through Kini clear, secure and easy to understand.