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Refund policy

This policy explains when a payment for an ElimuKids detailed report may be refunded. Starting and completing the assessment is free. Payment is requested only to unlock the full parent report.

When a refund is available

You may request a refund if you were charged more than once for the same report, payment was completed but the report was not unlocked because of an ElimuKids error, the paid report is materially unavailable or corrupted and we cannot restore it within a reasonable time, or Kenyan law otherwise requires a refund.

When a refund is not normally available

A refund is not normally available because you changed your mind after the detailed report was made available, you entered the wrong child age or other setup details, the child was coached or the assessment conditions were unsuitable, or you disagree with a valid score. This does not limit any right or remedy provided by law.

How to request a refund

Contact +2540180189739 as soon as possible. Include the payment reference, approximate payment date, mobile number used for payment, and a short description of the problem. Do not send a child's full name, assessment answers, payment PIN, or one-time password.

Review and payment timing

We aim to review a complete request within five business days. If approved, the refund is sent to the original payment method. The payment provider may take an additional five to ten business days to display the funds. We will explain the outcome if a request is declined.