Effective Date: February 5, 2025
Last Updated: February 5, 2025

At Matterwise (Kenya), we are committed to delivering a valuable and reliable experience for all users. This Refund Policy outlines the conditions under which refunds may be issued for Matterwise subscription services, in accordance with the Kenya Consumer Protection Act and related laws.

For other policies, please refer to:
🔗 Terms of Use
🔗 Privacy Policy

1. General Refund Policy

Matterwise offers services on a subscription basis (monthly or annually). Refunds are only granted under specific, verifiable circumstances as outlined below:

  • No refunds for used periods: Once a billing cycle begins, it is considered used. Cancelling mid-cycle will stop future billing but does not qualify for a refund of the current period.

  • Eligible refund scenarios:

    • Billing errors (e.g., double charges or incorrect amounts)

    • Duplicate payments due to system errors

    • Unexpected system downtime exceeding 72 continuous hours (not including scheduled maintenance)

    • Please Note:
      Refund requests for reasons not explicitly covered in this policy will be reviewed on a case-by-case basis. While we aim to handle every request with fairness, approval is not guaranteed. Matterwise reserves the right to decline refund requests that fall outside our defined eligibility criteria.

2. Subscription Cancellations & Refund Conditions

A. Monthly Plans

  • Monthly subscriptions are non-refundable once billed.

  • You may cancel anytime, and your account will remain active until the end of the billing period.

B. Annual Plans

  • If cancelled within 7 days of purchase:

    • A full refund may be issued if:

      • Your account has not been actively used (e.g., no lead or case entries).

      • No data exports, integrations, or team access has occurred.

  • After 7 days, no refunds will be provided for annual plans.

3. Refund Request Procedure

To request a refund:

  • Email: info@casepal.co.ke

  • Include:

    • Your account email

    • Transaction/payment reference

    • Clear reason for the refund request

Refund requests will be reviewed and processed within 7 to 14 business days, depending on the nature of the request and eligibility.

4. Disputed Payments & Chargebacks

If you file a chargeback or dispute a payment through your bank or card issuer:

  • Your Matterwise account may be suspended until the matter is resolved.

  • If the dispute is resolved in our favour, you will remain liable for the outstanding balance.

  • Matterwise reserves the right to refuse future service to accounts with unresolved or malicious payment disputes.

5. Changes to This Policy

Matterwise reserves the right to update or amend this Refund Policy at any time.

  • Users will be notified of significant changes via email or platform notifications.

  • Continued use of the platform after changes are made implies acceptance of the updated terms.

6. Contact & Support

For all refund-related queries, please contact:

📧 Email: info@casepal.co.ke
🌐 Website: https://law.casepal.co.ke/contact-us/