Refund Policy

1 Overview

CloutNest provides an AI-powered social media management platform, including audience growth campaigns, AI content generation tools, and subscription plans. Because many of our services are delivered digitally and begin immediately upon purchase, our refund terms are set out clearly below. By making a purchase or subscribing to a plan, you acknowledge and agree to this policy.

2 Wallet Top-Ups

Wallet top-ups are generally non-refundable once funds have been credited to your account, as the balance is available for immediate use. Exceptions apply in the following cases:

• Duplicate charge — if you were charged more than once for the same top-up due to a technical error, the duplicate amount will be refunded in full.
• Unauthorised transaction — if you did not authorise the charge and report it to us within 7 days, we will investigate and, where confirmed, issue a refund.
• Account closure — if you close your account voluntarily and have an unused wallet balance, you may request a refund of that balance, minus any pending campaign costs, within 30 days of closure.

3 Campaign Orders

You may be entitled to a full or partial campaign credit (returned to your wallet) in the following situations:

• Order not yet started — if your campaign has not entered processing, you may request a full cancellation and wallet credit within 24 hours of placement.
• Significant underdelivery — if a campaign is marked completed but fewer than 85% of the promised units were delivered, you are eligible for a proportional credit or re-run at our discretion.
• Verified platform outage — if CloutNest experiences a confirmed service outage that prevents your campaign from being fulfilled, a full credit will be applied.

Refunds will not be issued for campaigns where delivery was completed, where the campaign could not proceed due to account restrictions set by the user (e.g., private or suspended accounts), or where metrics decline naturally after delivery.

4 Monthly Subscription Plans

Monthly plans (Starter, Pro, Agency) are billed in advance each billing cycle. The following applies:

• Cancellation — You may cancel your subscription at any time from your dashboard. Your plan and benefits remain active until the end of the current billing period, after which no further charges are made.
• No pro-rata refunds — We do not offer partial refunds for unused days remaining in a billing period after cancellation, as plan benefits (including AI caption credits and boost credits) are made available in full at the start of each cycle.
• First-cycle exception — If you subscribed in error and have not used any AI credits or boost credits from the plan, you may request a full refund within 48 hours of the initial charge by contacting support.
• Boost credits — Unused monthly boost credits from a subscription do not roll over to the next billing cycle and are not refundable upon cancellation.

5 AI Tool Usage

AI caption and content generation credits are consumed when a generation is requested, regardless of whether the output is used or published. Consumed AI credits are non-refundable. If the AI generation feature experiences a technical failure (i.e., no output is returned), the credit for that request will be restored to your account automatically.

6 Refund Method

Approved refunds are returned as CloutNest wallet credit by default, usable on any future service. If you require a refund to your original payment method, please state this clearly in your request. Cash refunds to the original payment method may take 5–10 business days to appear depending on your bank or payment provider, and are subject to our verification process.

7 How to Request a Refund

To request a refund, open a support ticket from your dashboard or email us at support@cloutnest.co.ke with the following information:

• Your registered email address.
• The order ID or transaction reference in question.
• A clear description of the issue and your preferred resolution (wallet credit or original payment method).

8 Changes to This Policy

We may update this Refund Policy at any time. The "Last updated" date at the top reflects the most recent revision. Continued use of CloutNest after changes are posted constitutes your acceptance of the updated policy.

9 Contact

CloutNest Support
Email: support@cloutnest.co.ke
Website: cloutnest.co.ke