This is a promise by Safaricom to refund our customers with up to 1 minute talk time if you experience a network disconnection during a local call to another Safaricom number.

When a Safaricom to Safaricom call is disconnected because of network failure, the customer who initiated the call will be refunded with an amount equal to the call duration before network disconnection up to a maximum of 1 minute per call for calls above 1 minute. The refunds will be accumulated and awarded once a week.

All Safaricom customers are eligible for the Safaricom Guarantee when they call another Safaricom customer in Kenya.

No opt-in will be required. All Safaricom subscribers will be automatically refunded when they experience network disconnection during a call.

No, the Safaricom Guarantee will be limited to a maximum of 5 call disconnections a day per customer.

A Notification via SMS from Safaricom will be sent out to the customer being refunded, once a week when the refund is done.

The refunded Safaricom Guarantee Talktime will only be valid for 7 days from the time of refund.

Customers can check their Safaricom Guarantee balance by sending the word “Balance” to 144 via SMS.

No. only customers already on a connected call that have been disconnected will be compensated 

No, the refunded Safaricom Guarantee Talktime will be used first before your airtime.

No, the Safaricom Guarantee Talktime can only be used for Safaricom to Safaricom calls. It cannot be used for any other calls, data, SMS or any other services.

Yes, call disconnection will not be refunded for any of the following situations:

1. Calls made to non-Safaricom numbers
2. Calls made to Safaricom landline numbers
3. International calls or calls made while roaming
4. Calls forwarded to another number including voicemail
5. Call disconnected for any other reason besides network issue e.g. running out of airtime, faulty device etc

This is a service which ensures you aren’t billed from your airtime when browsing. Data charges will only be on your data bundles.