Elaarn premium is paid for with MTN or Airtel mobile money through Pesapal. This page explains how a premium plan works and when we give money back.
1. How premium works
- The price and length of each plan are shown in the app before you pay.
- Premium starts as soon as the payment is confirmed.
- A plan does not renew by itself. Nothing is taken from your mobile money without you approving it. When the plan ends, your account goes back to the free plan and keeps all your progress.
2. When you can get a refund
- Charged but no premium: if your money was taken but premium didn't start within 24 hours, we either switch it on or refund you in full.
- Paid twice: we refund the extra payment in full.
- Changed your mind: write to us within 7 days of paying. If you haven't used premium features in that time, we refund you in full.
- We remove something you paid for: we refund the unused part of your plan, or add extra premium time if you prefer.
We don't refund plans that have been mostly used, or accounts closed for breaking the terms of use. Premium days earned through referrals can't be exchanged for money.
3. How to ask for a refund
Write to support@elaarn.com with:
- the phone number on your Elaarn account,
- the phone number that paid, and the date and amount,
- the transaction ID from your mobile money message, if you have it.
We reply within 3 working days. Approved refunds are sent back to the mobile money number that paid, usually within 7 working days. Your network's transaction fees may not be refundable.