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The Safaricom Guarantee

What is Safaricom Guarantee?


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.

How does Safaricom Guarantee work?


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.

Who is eligible for Safaricom Guarantee?


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

Do I need to opt in for the service?


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

Will I be refunded for all the network call disconnections during the day?


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

How will I know I have been refunded for my disconnected call?


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

 What is the validity for the refunded seconds?


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

How will I check my Safaricom Guarantee balance?


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

Will I be awarded the Safaricom Guarantee if I cannot make a call?


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

Will my airtime be used if I have Safaricom Guarantee Talktime?


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

Can I use my Safaricom Guarantee Talktime to call other Networks?


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.

Are there situations where my call disconnection will not be refunded?


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

What is the out of bundle management?


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