Matterwise – Refund Policy (Kenya & Rest of Africa)

Effective Date: 5 February 2025
Last Updated: 8 December 2025

This Refund Policy explains the conditions under which Matterwise may provide refunds for subscriptions, services, and projects. By using our platform or purchasing any service, you agree to this policy.

1. General Principle

Matterwise provides both digital subscription services (SaaS) and professional services (web development, consultancy, AI training, cybersecurity, marketing, etc.).

Refunds are handled based on:

  • The type of service purchased

  • Whether work has already started or been delivered

  • Whether the service is subscription-based or project-based

We aim to be fair and transparent, but because digital services are immediately accessible, certain payments are non-refundable.

2. SaaS Subscriptions (CRM, Practice Management, Client Portal, etc.)

When you subscribe to Matterwise software:

  • Subscriptions are prepaid (monthly or annually).

  • Once activated, SaaS fees are non-refundable, even if you stop using the system.

  • You may cancel future renewals at any time.

  • Refunds cannot be issued for periods already used or activated.

Why?
Digital systems are accessible immediately, incur server costs, and cannot be “returned.”

If you believe you were billed in error, contact support within 7 days.

3. Website Design, Redesign, or Hosting Services

These services involve planning, labour, and resources. Therefore:

Refund Eligibility

✔ 100% refund if work has not started.
✔ Partial refund may be issued if work has started but is not completed (based on percentage of work done).

Non-Refundable Situations

✘ No refund once:

  • A website design has been delivered

  • The first draft/mockup has been presented

  • Hosting has been activated

  • Domain, licenses, or plugins have been purchased on your behalf

Custom development and integrations are also non-refundable once work begins.

4. Consultancy, AI Training, and Workshops

These sessions involve time-based professional service.

✔ Refund eligible only if cancellation is made 48 hours before the scheduled session.

✘ No refunds for:

  • Missed sessions

  • Partially attended sessions

  • Completed training or consultancy

  • Digital materials already delivered

Sessions may be rescheduled with notice.

5. Cybersecurity, IT Support & Managed Services

Due to the nature of technical labour:

  • Work already delivered, analysed, configured, or deployed is non-refundable.

  • Prepaid blocks of hours can be refunded only if unused.

  • Emergency support fees are non-refundable.

6. Marketing Services (SEO, Content, Ads Management)

Marketing services require time, planning, tools, and ongoing labour.

✔ Refunds may be issued only before any work has begun.

✘ Once any of the following starts, no refunds are possible:

  • Keyword research

  • Strategy planning

  • Content writing

  • Advertising setup

  • Posting or campaign launch

  • Monthly SEO reporting

If work has begun but is not fully delivered, a partial refund may be considered at Matterwise’s discretion.

7. Digital Products, Templates & Documents

All digital materials (templates, documents, modules, guides, prompts, etc.) are non-refundable once delivered or downloaded.

8. Billing Errors

If you believe you were incorrectly billed:

  • Contact us within 7 days of the charge.

  • We will review and correct any mistakes.

This does not apply to situations where you forgot to cancel a renewal—those are non-refundable.

9. Chargebacks

Initiating a chargeback without contacting Matterwise first may result in:

  • Account suspension

  • Permanent removal from the platform

  • Legal recovery of chargeback fees

We encourage clients to contact us first so we can resolve issues quickly and professionally.

10. Refund Processing Time

Approved refunds will be:

  • Processed within 7–14 business days, depending on the payment provider

  • Issued to the original payment method only

Matterwise is not responsible for bank or provider delays.

11. How to Request a Refund

Send an email to:

Matterwise – Billing & Support
Email: info@matterwise.net
Subject: Refund Request – [Your Name / Firm Name]

Include:

  • Payment receipt or invoice

  • Date of payment

  • Service purchased

  • Reason for requesting refund

Our team will review and respond within 5 business days.

12. Policy Updates

We may update this Refund Policy at any time.
The “Last Updated” date will be revised accordingly.
Continued use of Matterwise means you accept the updated policy.