npm run check:legal.)Payments & Refunds
Version 1.0 · Last updated: 30 September 2026
This page forms part of the Terms of Service. It explains how payments work and when you can get your money back. Nothing here reduces any right you have under the Consumer Protection Act, 2012 or other Kenyan law.
1. How you pay
- All payments are made in Kenya shillings (KES) by M-Pesa STK push to the phone number you enter. You approve each payment on your phone with your M-Pesa PIN; we never see or store your PIN.
- The amount is set by us on our servers from the plan or credit pack you chose and is shown before you pay. Your plan or credits are activated only after Safaricom confirms the payment and the amount matches.
- You will see your receipt and M-Pesa confirmation number in the app and in your M-Pesa messages. Keep them.
- Plans do not renew automatically. We never charge you without an STK prompt that you approve.
2. If something goes wrong with a payment
| Situation | What we do |
|---|---|
| You were charged but did not receive your plan or credits | Report it within 30 days with your M-Pesa confirmation message. After checking, we either activate what you paid for or refund you in full. |
| You were charged twice for the same purchase | We refund the duplicate in full. |
| You paid but the payment failed or was cancelled on our side | Same as the first row. |
| You entered the wrong phone number | Contact us straight away and contact Safaricom; we will cooperate with any reversal request, but we cannot guarantee recovery of a payment from a number we do not control. |
3. Refunds for things you bought and no longer want
- Credit packs: if you have used none of the credits, ask within 7 days of purchase and we will refund the price in full.
- Plans: ask within 7 days of purchase if you have not used the plan's paid features (for example no auto-apply submissions or AI generations beyond the free tier); we will refund in full. After that, plans are not refundable for the part of the period already elapsed, except as in sections 2 and 4.
- Used credits (for example an application already submitted) are not refundable, except as in section 4.
4. When the fault is ours
If a paid feature does not work as described (for example an application that we told you was submitted was not, or a credit was taken but the service failed because of our error), tell us within 30 days. After checking, we will restore the credit, extend the plan for the time lost, or refund the amount, at our choice unless you prefer a refund and the law entitles you to one.
5. How to ask, and how long it takes
Email support@careerpilot.co.ke from your account email with: your name, the phone number used, the M-Pesa confirmation code, the date and amount, and what went wrong. We acknowledge within 7 days and complete approved refunds within 14 days, to the same M-Pesa number (or by another method we agree with you). If we decline, we will tell you why and how to complain (see Terms, section 15).
6. Chargebacks, fraud and record keeping
Payments that we identify as fraudulent or made without the account holder's authority may be reversed and the related account suspended. We keep de-identified payment records as required by tax and company law (see Data Retention & Deletion).