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Refund & Cancellation Policy

Refund & Cancellation Policy

Effective date: 25 July 2026
Applies to: Kisoma subscriptions, paid add-ons, and related paid services

This Refund & Cancellation Policy explains how cancellations, refund requests, duplicate payments, billing errors, and related payment matters are handled for Kisoma services.

By purchasing a Kisoma subscription, paid add-on, or other paid service, you agree to this Refund & Cancellation Policy together with our Terms of Service and Privacy Policy.

1. Subscription Cancellation

Schools may cancel their Kisoma subscription at any time through available account-management options or by contacting Kisoma through our official support channels.

Where a subscription is subject to automatic or recurring renewal, cancellation will prevent renewal for the next applicable billing period.

Unless otherwise stated, cancellation does not automatically entitle a School to a refund for a subscription period that has already started.

Where applicable, a School may continue using paid services until the end of the current paid subscription period unless:

  • The School requests immediate account closure;

  • Access is suspended or terminated under the Kisoma Terms of Service;

  • Continued access would create a security, legal, or compliance risk; or

  • Continued provision of the service is not reasonably possible.

Cancellation of a subscription does not automatically delete School Data. Data will be handled in accordance with our Privacy Policy, Terms of Service, and Data Deletion Instructions.

2. Refund Eligibility

Payments for Kisoma subscriptions, paid add-ons, and other paid services are generally non-refundable once the applicable service period has started or the purchased service has been activated.

However, a full or partial refund may be considered where:

  • A customer was charged more than once for the same transaction;

  • An incorrect amount was charged because of a Kisoma billing error;

  • Payment was successfully received but the purchased service could not be activated because of a technical problem attributable to Kisoma;

  • Kisoma is unable to provide a paid service for a substantial portion of the applicable service period and cannot reasonably restore the service;

  • A payment was made for a service that Kisoma is unable to provide; or

  • A refund is required under applicable law.

Refund requests are assessed individually based on the circumstances of the transaction.

Submitting a refund request does not automatically guarantee approval.

3. Seven-Day Refund Request Period

Where a customer believes they qualify for a refund under this Policy, the refund request should be submitted within seven (7) calendar days from the date of payment.

Requests submitted after the seven-day period will generally not qualify for a refund.

An exception may be considered where:

  • Applicable law requires otherwise;

  • The request concerns an unintended duplicate payment;

  • The request concerns a confirmed billing error that could not reasonably have been identified within the seven-day period; or

  • Kisoma determines that exceptional circumstances justify considering the request.

The seven-day period is a refund request period and not an automatic seven-day money-back guarantee.

A request submitted within seven days must still satisfy the refund eligibility requirements set out in this Policy.

4. Change of Mind

A School or customer will generally not qualify for a refund solely because they:

  • Changed their mind after purchasing a service;

  • Decided not to use the Platform;

  • Used the Platform less than expected;

  • No longer require a purchased service or add-on;

  • Failed to use available features;

  • Failed to cancel before the next applicable billing period;

  • Purchased a service without first confirming that it met their requirements; or

  • Found an alternative service after purchasing Kisoma.

Schools are encouraged to review Kisoma's features, pricing, available demonstrations, and trial options before purchasing a paid subscription.

Nothing in this section limits any rights that cannot lawfully be excluded.

5. Free Trials

Kisoma may offer free trials from time to time.

The duration, functionality, and limitations of a trial will be communicated when the trial is offered.

No refund applies to a free trial where no subscription fee has been charged.

Where a School chooses to upgrade from a free trial to a paid subscription, this Refund & Cancellation Policy applies from the date the paid subscription begins.

Kisoma may modify, limit, or discontinue trial offers at its discretion.

Expiry of a free trial does not automatically entitle a School to continued access to paid functionality.

6. Paid Add-ons

Certain Kisoma features may be offered as separately paid add-ons.

These may include optional functionality or services that are not included in a School's primary subscription.

Unless otherwise stated, cancellation of an add-on does not automatically cancel the School's main Kisoma subscription.

Similarly, cancellation of the primary subscription may affect access to add-ons that depend on an active Kisoma account.

Payments for paid add-ons are generally non-refundable once the add-on has been activated or its applicable service period has started, except where the payment qualifies for a refund under Section 2 of this Policy.

Eligible refund requests for paid add-ons should be submitted within the seven-day period described in Section 3.

7. Failed Payments

If a payment fails or cannot be confirmed, Kisoma may:

  • Ask the customer to retry the payment;

  • Request an alternative payment method;

  • Temporarily withhold activation of the purchased service; or

  • Suspend renewal until payment is successfully completed.

A failed payment does not create an active paid subscription unless Kisoma confirms receipt of the applicable payment.

Customers should not repeatedly initiate payments where a transaction is still pending. Where there is uncertainty regarding a transaction, the customer should contact Kisoma support with the relevant payment reference.

8. Duplicate Payments

If a customer believes they have been charged more than once for the same subscription, add-on, or transaction, they should contact Kisoma as soon as reasonably possible.

The customer should provide the relevant transaction references and payment details.

Where Kisoma confirms that an unintended duplicate payment occurred, the duplicate amount will be eligible for refund.

Duplicate-payment claims may be considered outside the standard seven-day period where the duplicate transaction could not reasonably have been identified earlier.

9. Payment Reversals and Chargebacks

Customers who believe that a payment was made incorrectly or that a paid service was not provided as expected are encouraged to contact Kisoma before initiating a payment dispute or chargeback.

This allows Kisoma an opportunity to investigate and resolve legitimate billing issues.

Where a chargeback, reversal, or payment dispute is initiated, Kisoma may temporarily restrict the affected account or service while the transaction is investigated.

Fraudulent, abusive, or unjustified chargebacks may result in suspension or termination of services in accordance with the Kisoma Terms of Service.

Nothing in this section prevents a customer from exercising rights available under applicable law or through their payment provider.

10. How to Request a Refund

A refund request should normally be submitted to Kisoma within seven (7) calendar days from the date of the applicable payment.

Refund requests should be submitted through Kisoma's official support channels.

The request should include, where applicable:

  • School or account name;

  • Name of the person requesting the refund;

  • Contact information;

  • Transaction or payment reference;

  • Amount paid;

  • Date of payment;

  • Service, subscription, or add-on purchased; and

  • Reason for requesting the refund.

Kisoma may request additional information where reasonably necessary to:

  • Verify the transaction;

  • Confirm the identity or authority of the requester;

  • Investigate the circumstances of the payment; or

  • Determine whether the request qualifies under this Policy.

Customers should provide accurate information when submitting a refund request.

11. Review of Refund Requests

Kisoma will review eligible refund requests based on the circumstances of the transaction and the requirements of this Policy.

During the review, Kisoma may examine:

  • Payment records;

  • Transaction references;

  • Subscription activation records;

  • Service availability;

  • Account activity;

  • Technical records; and

  • Relevant communication with the customer.

Approval or rejection of a refund will depend on whether the request qualifies under this Policy and applicable law.

Where additional information is required, processing may be delayed until the requested information is provided.

12. Approved Refunds

Where a refund is approved, Kisoma will normally refund the applicable amount using the original payment method where reasonably possible.

This may include the mobile-money account, payment method, bank account, card, or other payment channel used for the original transaction.

Where refunding through the original payment method is not reasonably possible, Kisoma may arrange an appropriate alternative method after verifying the customer.

Refund processing times may vary depending on the payment provider, bank, mobile-money provider, or other financial institution involved.

Kisoma is not responsible for delays caused by a payment provider after an approved refund has been properly submitted for processing.

13. Partial Refunds

Where appropriate, Kisoma may approve a partial refund instead of a full refund.

A partial refund may be considered where:

  • Only part of a paid service was unavailable;

  • Part of the purchased service had already been provided;

  • An incorrect amount was charged but part of the payment was valid; or

  • Other circumstances reasonably justify refunding only part of the payment.

Any approved partial refund will be calculated based on the circumstances of the applicable transaction or service.

14. Cancellation of Paid Add-ons

Schools may request cancellation of optional paid add-ons.

Unless otherwise stated, cancellation will normally take effect at the end of the current paid billing period.

Cancellation of an add-on does not automatically create a right to a refund for the remaining portion of an active billing period.

Where an add-on qualifies for a refund under Section 2, the School may submit a refund request within the applicable seven-day period.

15. Account and Data After Cancellation

Cancellation of a subscription does not necessarily result in immediate deletion of the School's account or data.

Schools may request export or deletion of eligible School Data in accordance with:

  • The Kisoma Terms of Service;

  • The Kisoma Privacy Policy; and

  • Kisoma's Data Deletion Instructions.

Certain information may need to be retained where reasonably necessary for:

  • Legal or regulatory compliance;

  • Academic-record requirements;

  • Financial and accounting records;

  • Security and fraud prevention;

  • Resolving disputes;

  • Establishing or defending legal claims; or

  • Other legitimate retention requirements.

Where information must be retained, Kisoma will handle it in accordance with the Privacy Policy and applicable law.

16. Suspension or Termination for Misuse

Where Kisoma suspends or terminates an account because of a material violation of the Terms of Service, payments already made will generally not be refundable except where required by applicable law.

Reasons may include:

  • Fraud or attempted fraud;

  • Abuse of the Platform;

  • Unauthorized access;

  • Security threats;

  • Unlawful activity;

  • Spam or unauthorized communications;

  • Misuse of student, parent, guardian, or staff information;

  • Abuse of payment systems; or

  • Other material violations of the Kisoma Terms of Service.

Termination does not affect payment obligations or other liabilities that arose before termination.

17. Service Discontinuation by Kisoma

If Kisoma permanently discontinues a paid service before the end of an active paid period and does not provide a reasonably equivalent replacement, affected customers may be eligible for an appropriate refund or credit for the unused portion of the service.

This does not apply to:

  • Temporary maintenance;

  • Short-term service interruptions;

  • Third-party outages outside Kisoma's reasonable control;

  • Features withdrawn because of misuse or policy violations; or

  • Services suspended because of a customer's failure to meet payment or contractual obligations.

Any refund or credit under this section will be determined based on the circumstances of the service discontinuation and applicable law.

18. Third-Party Charges

Certain Kisoma services may rely on third-party providers, including payment processors, messaging providers, mobile-money services, or other external platforms.

Charges imposed independently by third parties may be subject to the third party's own refund and cancellation rules.

Kisoma cannot guarantee refunds for charges collected independently by another provider where Kisoma did not receive or control the payment.

19. Changes to This Policy

Kisoma may update this Refund & Cancellation Policy from time to time to reflect changes in:

  • Kisoma services;

  • Subscription models;

  • Add-on services;

  • Payment arrangements;

  • Business practices; or

  • Applicable legal or regulatory requirements.

The latest version will be published on kisoma.co.ke with its effective date.

Where a material change affects an existing paid subscription, Kisoma may provide additional notice where appropriate.

20. Contact Us

For subscription cancellation, billing issues, duplicate payments, or refund requests, contact Kisoma through our official support channels:

Kisoma
Website: kisoma.co.ke
Email: support@kisoma.co.ke

When contacting Kisoma about a payment, please include the relevant transaction reference where available.

For information regarding personal data following cancellation, please refer to the Kisoma Privacy Policy and Data Deletion Instructions.