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Effective date: 31 August 2026
Last updated: 31 August 2026

This policy applies to eligible purchases made directly from M-Omulimisa Innovative Agricultural Services Ltd. It should be read together with our Terms of Service and any product-, programme- or partner-specific agreement.

1. Digital subscriptions and information services

We encourage customers to use an available free trial before purchasing a paid subscription.

Paid weather, market-information, digital-advisory and related subscription periods are normally non-refundable once activated. We will, however, investigate and may provide a replacement period, service credit or refund where:

  • M-Omulimisa fails to deliver the purchased service for seven consecutive days or more;
  • a verified technical error caused by our systems prevents access to the service; or
  • a refund is otherwise required by applicable law.

Temporary interruptions caused by a customer’s device, incorrect contact details, lack of network coverage, a mobile operator, an email provider, a force-majeure event or another service outside our reasonable control do not automatically qualify for a refund. We will nevertheless assist with diagnosis where reasonably possible.

2. Physical products

A damaged, defective or materially misdescribed non-perishable product may qualify for repair, replacement or refund when:

  • the problem is reported within seven days after delivery;
  • reasonable proof of purchase is provided; and
  • the product is returned with its supplied components and packaging where reasonably possible.

Normal wear, misuse, unauthorised alteration, accidental damage after delivery and damage caused by failure to follow instructions are not covered.

3. Perishable goods

Perishable goods are not normally returnable. If goods were spoiled, damaged or unsuitable at delivery, notify us within 24 hours and provide the order details and reasonable supporting evidence, such as photographs. Where the claim is verified, we may replace the goods or refund the affected item.

4. Products supplied on credit or through partners

Products or services financed or supplied through a partner may be governed by a separate credit, insurance, supplier or programme agreement. For a fault reported within 14 days, we will coordinate an assessment and the appropriate repair, replacement or refund, subject to the applicable agreement and law.

5. Non-refundable circumstances

Except where required by law, refunds are not provided for:

  • selecting the wrong package where the ordered service was correctly activated;
  • unused time after a customer voluntarily stops using an active subscription;
  • missed communications caused by incorrect contact information, a blocked sender, a full inbox, device settings or network conditions outside our control;
  • products damaged through misuse or improper storage; or
  • a change of mind after a digital service has been activated or a perishable item delivered.

6. How to request a refund

Contact us at [email protected] or on +256 701 035192 and provide:

  • your name and contact details;
  • the order, subscription, receipt or transaction reference;
  • the purchase and delivery dates;
  • a description of the problem; and
  • supporting evidence reasonably required to assess the request.

We will acknowledge the request and may ask for additional information. Approval depends on verification against this policy, the applicable agreement and law.

7. Approved refunds

Approved refunds are normally issued to the original payment method within 5–10 working days. Mobile-money and card-provider processing times may vary. Where appropriate, we may offer a repair, replacement, subscription extension or service credit for the customer’s agreement instead of a cash refund.

8. Charges and deductions

We do not deduct a refund fee for a verified defect or service failure attributable to M-Omulimisa. Delivery, transaction or partner charges already incurred may be non-refundable where they were separately disclosed and are not recoverable, except where applicable law requires otherwise.

9. Changes and complaints

The version published when a purchase is made generally applies to that purchase, unless a later change is required by law or is more favourable to the customer. Complaints about a refund decision may be submitted using the contact details above.