This policy explains when a payment for a SugarMummies.co.ke introduction tier can be refunded and when it cannot. Please read it before you pay. If anything is unclear, contact the concierge desk first.
Who this policy covers
It covers payments for the Basic, VIP and VVIP introduction tiers made by M-Pesa or Airtel Money to the numbers shown in our official payment window. Payments sent to any other number are not made to us and cannot be refunded by us.
Eligible for a refund
- You paid but we did not begin your introduction request within 72 hours of confirming your payment.
- The profile you requested was withdrawn before any introduction was attempted and no comparable profile was accepted by you.
- You were charged twice, or paid more than the published price for your tier. The extra amount is returned.
- We could not support the location or service you paid for and you had not yet received an introduction.
Not eligible for a refund
- An introduction was made and the other person later decided not to continue. Mutual agreement can never be guaranteed.
- You changed your mind after your request was processed or an introduction was made.
- You broke our Terms and Conditions or Code of Conduct, including harassment, asking for money from another member, or sharing someone’s details without consent.
- You gave false information about yourself.
- Costs agreed separately with venues, hotels, lounges, transport or background check services.
- Money sent to a number that does not appear in our official payment window.
Replacement instead of refund
If an introduction materially differs from the published description, Basic members may receive one further connection within 14 days. VIP and VVIP members may choose a replacement introduction or a partial refund where the introduction was not completed.
How to request a refund
- Contact the concierge desk within 7 days of payment.
- Share your M-Pesa or Airtel Money transaction code, the phone number you paid from and your tier.
- Explain briefly what happened.
We reply within 3 working days. Approved refunds are sent back to the paying number within 7 working days, less any mobile money charges we cannot recover.
Protect yourself
We will never ask you to pay a member directly, pay a “release fee”, or send money to a personal number given in a chat. If anyone does, stop and report it to us.