We want you to feel confident sending us a job. This policy explains when refunds apply, what's not refundable, and how to ask for one.
Full refund
- You cancel before we have started the actual work.
- We are unable to deliver the service you paid for (for example, a portal change makes the job impossible) and we cannot offer a suitable alternative.
- We made a clear mistake on our side that cannot be corrected.
Partial refund
- You cancel after we've started but before delivery — we refund the unused portion of our service fee.
- Only part of a multi-step job can be completed — we charge only for what we delivered.
Not refundable
- Government fees, stamp duties, courier charges and any third-party fees we paid on your behalf — these are paid out to other parties and are not ours to refund.
- Outcomes that depend on a government body's discretion (e.g. a visa refused, a tender lost). The service fee covers the work done, not the outcome.
- Delays caused by you (missing documents, wrong information) once the work has been correctly submitted.
How to request a refund
Message us on WhatsApp at 0700 246 481 within 7 days of the job, with the M-Pesa reference and a short note on what happened. We aim to respond within 24 hours.
How long it takes
Approved refunds are sent back to the same M-Pesa number you paid from, usually within 3 business days.
Disputes
If you don't agree with our decision, you can ask us to escalate it to a senior team member. Anything still unresolved is handled under our Terms & Conditions.