This page explains when a premium paid to eBima can be refunded and how to ask. It sits alongside our Terms of Service.
1. The short version
A premium buys cover from the moment the payment is confirmed. Once cover has started, the premium is generally not refundable, because the protection has been running. The exceptions below are the cases where money genuinely should come back to you, and we do refund those.
2. When we do refund
| Situation | What happens |
|---|---|
| You were charged twice for the same policy | The duplicate payment is refunded in full. |
| Money left your account but the policy never activated | We check it against the payment provider. If the payment reached us, we either activate the policy or refund it in full - your choice. |
| We cancelled or declined the policy | If we cancel an order after payment - for example the plan was withdrawn, or the details did not meet the plan's rules - the premium is refunded in full. |
| A charge you did not authorise | Tell us at once. If it is confirmed as unauthorised, it is refunded in full. |
| You paid for the wrong plan and have not claimed | Contact us within 7 days of payment. If no claim has been made on the policy, we can cancel it and either move you to the right plan or refund the premium. |
3. When we do not refund
- The policy has run for part or all of its term and you simply no longer want it.
- A claim has been made on the policy, whether or not it was approved.
- A claim was refused. A refused claim does not make the cover refundable - the cover was in place, and the claim was decided under the policy wording.
- The details you gave us were wrong and the insurer voided the policy because of it.
- The request is made after the policy has expired.
4. How to ask for a refund
Send us the following, on WhatsApp or by email:
- your policy reference (it looks like MI-260918-ABC123, and it is on your dashboard);
- the mobile number the policy was bought with;
- what happened, and the date and amount of the payment.
5. How long it takes
- We acknowledge a refund request within 2 working days.
- We decide it within 7 working days, and tell you the outcome with the reason.
- An approved refund is sent back through the payment provider, to the account the payment came from. Depending on your bank or mobile-banking provider, it usually appears within 7 to 14 working days after we send it.
Refunds go back the way the money came. We cannot send a refund to a different account, and we do not refund in cash.
6. If you disagree with the outcome
Reply to us and say why, and a second person will look at it. If the refund concerns a claim decision, that decision belongs to the insurer that underwrote your policy, and we will pass your case back to them and tell you what they say.
Contact us
If you have a question about this refund policy, or you want to see, correct or delete the information we hold about you, reach us at:
eBima
- Your policies and claims: your dashboard