Refund & Cancellation Policy

Version 1.0 — Draft for legal review · Effective: Not yet set · Last updated: 2026-08-28

# SomaSkul Refund & Cancellation Policy

Version 1.0 — Draft for legal review Last updated: 2026-08-28

## 1. What SomaSkul can confirm today

SomaSkul does not auto-renew subscriptions (SUBSCRIPTION_BILLING_TERMS.md §4) — each

payment is a one-time purchase for a fixed period.

A subscription only activates on a real, Safaricom-confirmed M-Pesa payment

matched to your account by phone number and to a plan by exact amount.

SomaSkul's system currently has no automated refund mechanism — refunds, if any are

granted, would have to be issued manually (e.g., an M-Pesa reversal or a compensating credit) outside of anything the app itself does.

## 2. BUSINESS DECISION REQUIRED — everything else

The following must be decided by SomaSkul's product/business owner before this policy can be considered complete. Nothing below should be treated as SomaSkul's actual policy until confirmed:

**When can a parent/student cancel, and does cancellation stop future access

immediately, or only stop future payments (with existing access continuing until the plan's paid-for period ends)?** Given §1 above (no auto-renewal), this may be a moot question in practice — but it should be stated plainly for users rather than left implicit.

Under what circumstances is a refund available? (e.g., accidental purchase,

duplicate payment, technical failure preventing use of paid features, dissatisfaction)

How does a user request a refund? No in-app refund-request flow exists.
What is SomaSkul's refund turnaround time?
How are M-Pesa payment disputes handled — does SomaSkul coordinate with Safaricom, or

direct the user to Safaricom's own dispute process, or both?

**What happens after a failed payment that the user believes should have

succeeded?** (e.g., money left their M-Pesa but SomaSkul never confirmed it)

What happens after an accidental/duplicate payment — see

SUBSCRIPTION_BILLING_TERMS.md §6 for the technical gap this touches.

Are partial refunds ever given for a partially used plan period (e.g.,

cancelling a Term plan 30 days into a 90-day period)?

## 3. Recommended interim process, pending business decisions above

Until formal policy is set, SomaSkul should provide a real support contact (see PRIVACY_POLICY.md §14) where a user can raise a payment issue for manual review by SomaSkul staff. This is the honest state of the system today, and this document should say so rather than imply an automated process that doesn't exist.

*This document is Version 1.0 and intentionally incomplete pending business decisions listed above. Do not publish this policy to users until §2 is resolved and the language is rewritten from "decision required" to an actual stated policy.*