How refunds work
The rule, and how to ask.
Payments
You get back the part of the programme that has not run yet, minus the M-Pesa transaction fee. There are no windows and no cliff edges: the amount falls a little each week.
The M-Pesa fee is never refundable. Safaricom charges it when your money moves and does not return it, which means no refund is ever the full amount — including one asked for before the programme starts.
Ask from your payments screen. The exact amount is shown before you commit to asking, and it is fixed at the moment you ask, so a slow decision never costs you.
Asking does not move money. A person reads every request and can decide differently from the policy if your circumstances call for it.
If we cancel a cohort, none of the above applies and you get everything back, the fee included.