Your refund journey
Your refund journey
When we refund, when we do not, and how to ask
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The short version
Your plan has opened
The questions were available the moment the payment was confirmed.
It is one of the three cases below
Wrong amount or paid twice, a fault on our side, or charged after cancelling.
A refund is agreed
It goes back to the M-Pesa number the payment came from.
Plans are not refundable once opened
When a payment is confirmed your plan opens immediately and the questions are available at once. Because you have already used 20 free questions and read a complete weekly report before paying, you know exactly what you are buying.
But we refund in three cases, quickly
01
You paid the wrong amount, or paid twice.
Duplicate or mistaken M-Pesa payments are returned. That is not a refund; it was never a purchase.
02
Something on our side stopped you using what you paid for.
If the service is unavailable for a meaningful stretch of your paid period, or a fault here prevents access, tell us and we will refund or extend, whichever you prefer.
03
You were charged after cancelling.
Returned in full.
Am I eligible?
You have paid, and you think something is wrong.
Is it one of the three cases above?
Not sure which it is? Write to us anyway and we will tell you plainly.
Upgrades and downgrades
You can move up at any time, and the days you have already paid for come with you. An upgrade is a fresh purchase at the full price of the new plan, and whatever time is left on your current one is added to it rather than lost. Twelve days of Silver plus a month of Gold is forty-two days of Gold — and those twelve days become Gold days too, at no extra cost.
Moving down takes effect when the plan you are on has run out. Buying a smaller plan does not cut short the one you have already paid for. You hold both: the larger plan keeps working until its last day, and the smaller one carries on from there. We do not refund the difference for the days remaining, because you do not lose them — you use them.
Cancelling
There is nothing to cancel in the usual sense: plans do not renew themselves and no card is stored. A plan simply runs out, and nothing happens until you choose to pay again.
Your weekly report stays free whatever you decide. If a plan ends, practice returns to the free allowance but the report does not go away, and neither does anything your child has already answered.
How to ask
Email [email protected] or call +254 182 637 022. If it is about a payment, send the M-Pesa message with the receipt code. That is the fastest way for us to find it.
How your refund returns
Refunds are returned to the M-Pesa number the payment came from.
Where a refund is genuine you will be asked to share the M-Pesa number it should go to, because we do not hold it.
Allow a few working days.
Your rights under Kenyan law
Nothing here removes rights you have under Kenyan law. If something has genuinely gone wrong, write to us first.