Refund Policy — SugarMummiesConnect.com

Last Updated: June 15, 2025

At SugarMummiesConnect.com, we believe in fairness. Since 2015, Admin Mary G has built this platform on trust and honest service, and that extends to how we handle situations where our clients feel they have not received the value they paid for. This refund policy is designed to be straightforward and fair to both our clients and our team.

Before diving into the specifics, here is the bottom line: if we failed to deliver what we promised, we will make it right. If the service was delivered but the outcome was not what you hoped for, we understand your frustration, but that falls outside what a refund can address. Connection outcomes depend on two people, not just our facilitation.

Please read this policy carefully so you understand your rights and our process before making a payment. If anything is unclear, contact Admin Mary G before paying and she will explain everything.

Understanding Our Service

To understand our refund policy, it helps to understand exactly what you are paying for. When you purchase a Basic (KES 650), Prominent (KES 1,550), or International (KES 3,550) package, you are paying for:

• Profile creation and screening by Admin Mary G
• Verification of your identity and the identity of potential matches
• Active matching based on your preferences and location
• Facilitated introduction to one or more compatible profiles
• Ongoing support through the connection process

You are paying for the facilitation service, not for a guaranteed relationship outcome. This distinction is important and is consistent with how professional matchmaking services work worldwide.

When Refunds ARE Granted

We stand behind our service. If we have not delivered on our end, you deserve your money back. Here are the specific situations where refunds are approved:

1. Service Not Delivered Within the Promised Timeline

Each package comes with a service delivery timeline. If Admin Mary G has not provided you with any match profile or initiated the connection process within the agreed timeframe for your package, you are entitled to a full refund. The standard timelines are:

• Basic Package: Initial profile match within 14 days
• Prominent Package: Initial profile match within 7 days with priority handling
• International Package: Initial profile match within 21 days (due to cross-border verification requirements)

If these timelines pass without any communication or match attempt from our side, you qualify for a full refund.

2. Profile Provided Was Fake or Unverified (Admin Error)

If a match provided to you turns out to be a fake profile, uses stolen photographs, or was not properly verified through our screening process, and this is confirmed to be an error on our part, you will receive a full refund plus a complimentary re-match at no extra cost.

This is different from a situation where a verified user later misrepresents themselves after the introduction. Our verification confirms identity at the time of screening, but we cannot control what someone says or does after the introduction has been made.

3. Double Payment

If you accidentally sent payment twice for the same service, the duplicate payment will be refunded in full. This happens occasionally with mobile money, especially during network delays where a transaction appears to fail and the user sends it again. Simply send us both transaction confirmations and the duplicate will be returned.

4. Technical Payment Error

If money was deducted from your M-Pesa or Airtel Money account due to a technical error (wrong amount charged, system glitch, etc.), the incorrect amount will be refunded. If you sent money to the wrong number by mistake and we received it, we will return it in full upon verification.

When Refunds Are NOT Granted

Fairness goes both ways. There are situations where a refund is not appropriate because our service has been delivered as described. Here are the situations where refunds are not available:

1. You Changed Your Mind After Being Connected

Once Admin Mary G has provided you with a verified match profile and initiated the introduction process, the core service has been delivered. If you decide after receiving the match that you are no longer interested in the service, a refund is not available. This is similar to hiring a recruiter who finds you a job candidate — you pay for the search and introduction, not for whether you decide to hire the person.

2. The Match Did Not Meet Personal Expectations

Our matching process is based on the preferences and criteria you share with us. We do our best to find compatible profiles, but personal chemistry and attraction are subjective. If you were matched with someone who meets the criteria you described but you simply were not attracted to them or felt the chemistry was not there, this falls outside the scope of a refund.

However, in these cases, we encourage you to explore our Re-Match Option (explained below), which may be a better solution.

3. You Did Not Respond to Admin Mary Within 7 Days

When we have a potential match ready for you, Admin Mary G will reach out via Telegram, Telegram, or phone. If you do not respond to these communications within 7 days, we consider the match opportunity expired. If you go silent after paying and we cannot reach you to deliver the service, a refund is not available.

We understand that life gets busy. If you know you will be unavailable for a period, please let us know in advance and we will pause your matching until you are ready.

4. Connection Was Made But the Relationship Did Not Work Out

If we successfully connected you with a verified match, the introduction went smoothly, but the relationship ultimately did not develop or ended, a refund is not applicable. Our service is the facilitation of the connection, not a guarantee of relationship success. Relationships depend on effort, communication, and compatibility between the two people involved.

5. Violation of Terms of Service

If your account or profile was terminated because you violated our Terms of Service — for example, by providing false information, harassing other users, attempting to scam other members, or engaging in illegal activity — no refund will be provided.

The Refund Process

If you believe you qualify for a refund based on the criteria above, here is exactly how to request one:

Step 1: Contact Admin Mary G

Reach out directly to Admin Mary G through WhatsApp (0738871048), Telegram, or through our Help Center. Clearly state that you are requesting a refund and briefly explain why.

Step 2: Provide Your Payment Details

You will need to provide:

• Your name (as used when you registered)
• The M-Pesa or Airtel Money transaction code or reference number
• The date and amount of your payment
• A screenshot of the payment confirmation if available
• The reason for your refund request

Step 3: Review Period

Admin Mary G will review your refund request within 48 hours of receiving your complete information. During this review, she will check our records to verify your payment, confirm the service delivery status, and assess whether your request meets the refund criteria outlined above.

Step 4: Decision and Communication

You will receive a clear response within 48 hours with one of the following outcomes:

• Refund Approved: Your refund has been approved and will be processed
• Partial Refund Offered: A partial refund is appropriate based on the circumstances (see below)
• Re-Match Offered: Your situation qualifies for a free re-match instead of a refund
• Refund Declined: Your request does not meet the refund criteria, with a clear explanation of why

Step 5: Refund Processing

Approved refunds are processed via the same payment method used for the original transaction. If you paid via M-Pesa, the refund goes back to your M-Pesa. If you paid via Airtel Money, it goes back to your Airtel Money account. Refunds are processed within 7 business days of approval.

Partial Refund Situations

There are situations where a full refund is not warranted, but fairness demands that you receive something back. Partial refunds may be offered in the following circumstances:

• Service was partially delivered: If some matching work was done and communicated to you but the full service was not completed, you may receive a refund for the undelivered portion.
• Significant delays beyond promised timelines: If the service was eventually delivered but took significantly longer than the promised timeline, a partial refund may be offered as compensation for the delay.
• Quality concerns: If the match provided clearly did not align with the basic criteria you specified (e.g., you specified a specific location and the match was in a completely different region), a partial refund plus a free re-match may be offered.

Partial refund amounts are determined on a case by case basis by Admin Mary G, taking into account the specific circumstances, the service tier paid for, and what was actually delivered.

The Re-Match Option

In many cases where a refund is not applicable, we offer something better: a free re-match. If your first connection did not work out for reasons that were not a fault of our service, Admin Mary G may offer to match you with a different profile at no additional cost.

The re-match option is available when:

• Your first match was verified and legitimate, but the connection did not develop
• The other party was not responsive after the introduction
• Mutual interest was not established despite a good faith effort from our side
• Circumstances changed for the matched party after the introduction (e.g., they entered another relationship)

Many of our happiest success stories actually came from second or third matches. The first introduction does not always work, and that is normal in matchmaking. The re-match option gives you another chance without additional cost.

Dispute Resolution

If you disagree with a refund decision, you have the right to appeal. Here is how:

1. First Appeal: Contact Admin Mary G again with any additional information or context that you feel supports your request. Sometimes new information changes the assessment.
2. Formal Complaint: If the first appeal does not resolve the matter, submit a formal written complaint through our Contact Us page. This will be reviewed independently.
3. External Resolution: If you remain unsatisfied after our internal process, you have the right to seek resolution through the Consumer Protection mechanisms available under Kenyan law.

Important Notes

• Refund requests must be submitted within 30 days of the original payment date
• All refund communications should reference your payment transaction code for faster processing
• Refunds for international packages may take slightly longer due to cross-border considerations
• We reserve the right to modify this refund policy. Changes will be posted on this page with an updated date
• This policy should be read alongside our Terms of Service

Need Help?

If you have questions about this refund policy or need to start a refund request, do not hesitate to reach out:

• Visit our Help Center for step by step guidance
• Contact Admin Mary G on Telegram: 0738871048
• Use our Contact Us page

At SugarMummiesConnect.com, we are committed to treating every client fairly. If we did not deliver, you get your money back. If we did deliver but the outcome was not what you hoped, we will work with you to find a solution. That is our promise.