Refund & Cancellation Policy

Effective date: 12 September 2026

This policy explains how KenyaDocMaker handles payment problems, duplicate charges, failed delivery, cancellation and refund requests. It applies to paid KenyaDocMaker subscription plans and document services.

Before requesting a refund

If a confirmed payment has not activated access, first refresh the account page and allow a short period for M-Pesa confirmation. If the problem remains, contact kcserevision17@gmail.com or +254 722 546 300.

Provide the M-Pesa transaction code, amount, payment phone number, approximate payment time, username or email, and a short description of the problem. Never provide your M-Pesa PIN, website password or one-time security code.

Duplicate payments

If the same customer is charged more than once for the same intended purchase, KenyaDocMaker will verify the transactions and either apply the extra payment as agreed with the customer or refund the duplicate amount. Report a duplicate as soon as possible.

Technical failure or failed delivery

Report a confirmed payment that did not activate the purchased access, or a paid file that is unreadable, incomplete or unavailable, within seven days of payment or discovery of the problem. KenyaDocMaker will first attempt activation, redelivery, correction or a replacement download. If the verified problem cannot be resolved within a reasonable time, a refund may be approved.

Incorrect customer information

Customers are responsible for checking the phone number, email, names, document details, amounts and other information entered. KenyaDocMaker will reasonably assist with a correction where technically possible, but a refund is not normally available solely because the customer entered incorrect information.

Change of mind

Because paid digital access and downloadable Word or PDF files can be supplied immediately, a change-of-mind refund is not normally available after paid access has been activated or a premium file has been downloaded. This does not remove any mandatory right or remedy under Kenyan law.

Plan cancellation and renewal

Current paid plans are purchased for the duration shown on the Pricing page and do not renew automatically. A customer may choose not to renew. Cancelling future use does not normally refund a period that has already been activated, except where this policy or applicable law provides a remedy.

Review time and refund method

KenyaDocMaker aims to acknowledge a complete request promptly and review it within seven business days. An approved refund is returned through an appropriate payment method, normally the original M-Pesa route where available, within 14 business days after approval. Provider processing times may apply.

Mandatory consumer rights

Nothing in this policy limits rights or remedies that cannot be excluded under the Consumer Protection Act or other applicable Kenyan law. Where the law gives a customer a longer period or additional remedy, the legal requirement prevails.