1. Accepted Payment Methods

Twende Sokoni accepts various payment methods to provide you with a convenient shopping experience. All payments are processed securely through our trusted payment partners.

2. Payment Processing

When you place an order, your payment is processed as follows:

1. Authorization: Your payment method is authorized for the order amount
2. Verification: We verify the payment details and availability of funds
3. Confirmation: Upon successful verification, your order is confirmed
4. Settlement: Funds are settled to Twende Sokoni (usually within 2-3 business days)

Payment Authorization

When you place an order, we authorize your payment method for the total order amount. This authorization may appear as a pending transaction on your account. The actual charge occurs when your order is shipped.

Failed Payments

If your payment fails, we will notify you and provide options to update your payment information. Your order will not be processed until payment is successfully completed.

3. Payment Security

We take the security of your payment information seriously. All transactions are protected using industry-standard security measures.

Your Responsibility

While we implement robust security measures, you also play a role in keeping your payment information secure:

• Keep your account password confidential
• Use strong, unique passwords for your account
• Log out after each session, especially on shared devices
• Monitor your payment statements regularly
• Notify us immediately of any unauthorized transactions

4. Fees & Charges

Twende Sokoni strives to maintain transparent pricing. Below are the fees associated with our services:

Taxes

All applicable taxes are included in the product prices displayed on our platform. The final amount charged will reflect the total including all taxes and fees.

5. Refunds & Cancellations

We want you to be completely satisfied with your purchase. If you're not, we offer refunds in accordance with our policy.

Refund Eligibility

• Products must be returned within 3 hour of delivery
• Items must be in original condition with tags attached
• Proof of purchase is required
• Perishable goods and personalized items are non-refundable

Refund Process

1. Submit a return request through your account or contact customer service
2. We will arrange for pickup of the returned items
3. Once we receive and inspect the items, we will process your refund
4. Refunds are issued to your original payment method within 7-10 business days

Cancellation Policy

You may cancel your order within 1 hour of placing it without any charges. After this period, cancellation may be subject to a restocking fee depending on the order status.

6. Currency & Pricing

All transactions on Twende Sokoni are processed in Kenyan Shillings (KES).

Foreign Currency

If you're paying with a foreign credit card, your bank will convert the amount to your local currency based on their exchange rates. Any foreign transaction fees are determined by your bank and are your responsibility.

Price Changes

We reserve the right to adjust prices at any time. However, once you place an order, the price is locked in for that transaction, unless there's an obvious pricing error.

7. Payment Disputes & Chargebacks

If you believe there's an error in your transaction or you don't recognize a charge, please contact us before initiating a chargeback with your bank.

Dispute Resolution Process

1. Contact our customer service team with details of the disputed transaction
2. We will investigate and provide evidence of the transaction
3. Most disputes are resolved within 5-7 business days
4. If unsatisfied with our resolution, you may escalate to your payment provider

Chargeback Policy

Chargebacks should only be used for unauthorized transactions or when you've been unable to resolve an issue directly with us. Unauthorized chargebacks may result in account suspension.

8. Frequently Asked Questions