Last updated: 18 September 2026
This policy explains when a payment for Kenya School Timetable may qualify for correction or refund. We want schools to receive the Premium access they paid for and we investigate genuine payment or service problems fairly.
When a refund or payment correction may apply
- The same purchase was charged more than once.
- Safaricom confirmed payment but Premium access was not activated and support could not restore it within a reasonable period.
- A technical failure on our platform prevented meaningful use of the purchased access and could not be resolved.
- The amount charged was different from the price confirmed at checkout.
When a refund will normally not apply
- The school changed its mind after Premium access was activated or used.
- The timetable could not be completed because required school data was missing, inaccurate or contradictory.
- The school failed to review generated results before using or publishing them.
- The user cancelled, declined or failed to complete an M-Pesa STK Push.
- The access period expired after being available for use.
- The request concerns features that were not advertised as part of the purchased plan.
Before requesting a refund
Please allow us to solve the problem first. Many activation and timetable issues can be corrected without losing school work. Keep the M-Pesa transaction code, payment phone number, school account name, amount and payment date available.
How to request help
Submit the request through the Help Centre. Include the school name, M-Pesa transaction code, amount, payment date and a short description of the problem. Do not send an M-Pesa PIN or account password.
Request period
Submit a payment problem as soon as possible and preferably within seven days of the transaction. A later request may still be reviewed where Safaricom records and our system logs allow verification.
Review and processing
We compare the request with M-Pesa confirmation records, activation logs and account activity. If approved, the correction may be made by restoring access, extending the plan or returning the eligible amount through an appropriate payment channel. Processing time can depend on Safaricom or the receiving financial institution.
Duplicate and unauthorised payments
Duplicate charges are refunded after verification. If you believe a transaction was unauthorised, contact Safaricom immediately and also notify us so the related account can be protected.
Consumer rights
This policy does not remove rights available under applicable Kenyan consumer law.