Refund policy

Refund = (what you paid − the M-Pesa transaction fee) × weeks not yet run ÷ total weeks

There are no windows and no cliff edges. The amount falls a little each week rather than dropping to nothing on a particular morning, so asking on a Tuesday and asking on a Wednesday are never very different answers.

Safaricom charges a transaction fee the moment your money moves, and does not return it when the money moves back. Somebody has to bear it, and that somebody is the person who chose to make the payment.

The consequence is worth stating plainly: no refund is ever 100%, including one requested before the programme starts. On a KES 25,000 seat the fee is KES 625.

A KES 25,000 seat on an 8-week programme, paid in full:

These figures are produced by the same code that calculates your actual refund, so this table cannot fall out of step with what the platform does.

The refund is calculated on what you have actually paid, not on the price of the seat. If you are one instalment into a plan, the proportion is taken of that instalment.

Go to your payments and ask there. The screen shows the exact amount before you commit to asking, so you are never guessing.

Asking does not move any money. A person reads every request and decides it, and they can decide differently from this policy if your circumstances call for it — a bereavement, a medical emergency, a mentor who was not what was advertised. The amount is fixed at the moment you ask, so a slow decision never costs you.

Then this policy does not apply and you get everything back, the M-Pesa fee included, however far the programme has run.

The policy above is about you changing your mind. A cohort being taken away from you is not that, and charging you a share of a programme we failed to deliver would be indefensible.

Contact us. We will either find the cohort another mentor or cancel it, and if it is cancelled you are refunded in full as above. A mentor cannot delete their Elevate account while they are teaching a cohort that has learners in it.

Write to to be confirmed: the support email address or message us on to be confirmed: the support WhatsApp number, in +2547… format. A policy cannot anticipate everything, which is why a person decides every request.