Refund Policy

We believe in full transparency around how your money is handled. This policy explains clearly what is refundable, what is not, and how to contact us if something goes wrong.
Last updated: May 2026

Our commitment to you Kentunez is a clean, honest platform built for African artists. We do not hide fees, charge you without notice, or make it hard to understand what you are paying for. This policy exists to protect you and to keep our platform fair for everyone.
Sections

1. Overview

Kentunez provides digital music distribution services on a subscription basis. When you subscribe, you gain immediate access to the platform — your releases are queued for distribution, your dashboard is live, and our team begins processing your content. Because the service is delivered digitally and begins immediately upon payment, our default position is that payments are final.

That said, we are a fair platform. We take billing errors seriously and we will always investigate a genuine mistake. This policy explains exactly where that line sits.

2. What Your Subscription Covers

Your subscription fee gives you access to:

All of the above begins the moment your payment is confirmed. There is no trial window within which the service is withheld — we start working immediately.

3. Why Most Payments Are Final

Music distribution is a digital service, not a physical product. Unlike buying a pair of headphones that can be returned, once we have distributed your release to Spotify, Apple Music, Boomplay, and dozens of other stores — that service has been delivered. We cannot "un-distribute" a release and reclaim the cost of doing so.

Every subscription activates the full platform stack on day one: storage, delivery infrastructure, metadata processing, QC checks, and store submissions. These costs are incurred regardless of how frequently you log in or how many releases you submit. Your fee covers access and capacity — not just the actions you take.

This is standard practice across all major distribution platforms globally. What makes Kentunez different is that we explain this clearly upfront, price our plans fairly for African artists, and handle genuine billing errors professionally.

4. Non-Refundable Scenarios

Not eligible

The following situations do not qualify for a refund under any circumstances:

5. Situations We Will Review

Eligible for review

We take the following situations seriously and will investigate promptly:

Important: All review requests must be submitted within 48 hours of the charge appearing. Requests submitted after this window may not be actionable, as reconciliation with payment processors closes quickly.

We may also ask for supporting documentation — such as payment receipts, transaction IDs, or screenshots — to verify the claim before any action is taken.

6. How to Submit a Request

Act within 48 hours

If you believe you have a valid billing concern, here is how to reach us:

You can also use the contact form at kentunez.com/contact. Select "Billing" as the subject and include the same details listed above.

7. Our Review Process

Once we receive your request, here is what happens:

Every case is reviewed on its merits. We do not dismiss genuine errors — if our platform made a mistake, we will fix it. We ask for the same good faith from you: please contact us before escalating to a bank dispute.

8. Annual Plans & Early Cancellation

Annual subscription plans are billed in full at the start of the subscription year. By choosing an annual plan, you receive a discounted rate in exchange for committing to a full year of the service.

If you cancel an annual plan before the 12-month period ends:

The only exception is a confirmed technical billing error as described in Section 5, in which case the full payment is eligible for review regardless of plan type.

9. Chargebacks & Payment Disputes

A chargeback is when you ask your bank or payment provider to forcibly reverse a charge. We strongly ask that you contact us before initiating a chargeback, for the following reasons:

If a chargeback is found to be fraudulent — for example, a user disputed a charge for a service they used and benefited from — we reserve the right to permanently close the account and pursue recovery through appropriate channels.

We are not adversarial about this. We want to resolve billing issues quickly and cleanly. Please talk to us first.

10. Royalties & Withdrawal Funds

Royalties earned from streaming platforms are your money. They are separate from subscription fees and are governed by different rules:

Your royalties are always yours. We act as a pass-through — we collect what stores owe you and pay it out. We do not take a commission on royalties; your subscription covers the platform cost.

11. Whilo Records & Catalogue Advances

Whilo Records offers artists the opportunity to apply for catalogue advances — royalty-backed funding recouped from future streaming payouts. A few important points regarding refunds in this context:

12. Changes to This Policy

We may update this Refund Policy as our platform evolves, as payment methods change, or as legal requirements in Kenya and our operating regions are updated. When we make material changes, we will notify you via email and/or an in-dashboard notice at least 14 days before the updated policy takes effect.

Continued use of the platform after the effective date constitutes acceptance of the updated policy. We encourage you to review this page periodically.

13. Contact Us

For billing and refund questions, our team is here to help:

We are based in Nairobi, Kenya and we take every message seriously. If you have had a bad experience with a charge, please reach out — we would rather hear from you and fix it than have you walk away with a problem unresolved.

Kentunez is a clean platform built to serve African artists. Our billing practices are transparent, our prices are fair, and our team is reachable.  |  Terms of Service  |  Privacy Policy  |  Contact