Refund Policy
Last Updated: December 11, 2025
We want you to be completely satisfied with EK Personal Budget Planner. This policy outlines our refund terms for subscription payments.
Our Promise: We offer a 7-day free trial on all plans. Try before you pay – no credit card required to start!
1. Free Trial
All new users receive a 7-day free trial with full access to premium features. During the trial:
- No payment information required
- Full access to all features
- Cancel anytime with no obligation
- Your data is preserved if you decide to subscribe
2. Refund Eligibility
| Situation | Refund Eligibility | Amount |
|---|---|---|
| First payment within 7 days | ✅ Full refund | 100% |
| Technical issues preventing use | ✅ Full or prorated refund | Case by case |
| Accidental duplicate payment | ✅ Full refund | 100% of duplicate |
| Charged after cancellation | ✅ Full refund | 100% |
| Change of mind after 7 days | ❌ No refund | N/A |
| Unused portion after cancellation | ❌ No refund | N/A |
3. How to Request a Refund
-
Contact Support
Email us at support@ekplanner.me with subject "Refund Request" -
Provide Details
Include your registered email, payment date, and reason for refund -
Wait for Review
We'll review your request within 2-3 business days -
Receive Refund
Approved refunds are processed within 5-10 business days to your original payment method
4. Subscription Cancellation
4.1 How to Cancel
- Log into your account
- Go to Account Settings → Subscription tab
- Click "Manage Subscription" or "Cancel"
- Follow the prompts to confirm cancellation
4.2 What Happens After Cancellation
- Your subscription remains active until the end of the current billing period
- You retain access to all features until that date
- After expiration, your account reverts to free plan features
- Your data is preserved – resubscribe anytime to restore full access
5. Payment Methods
5.1 Credit/Debit Card (via PesaPal)
Refunds are credited to the same card used for payment. Processing time depends on your bank (typically 5-10 business days).
5.2 M-Pesa
Refunds are sent to the M-Pesa number used for payment. Processing typically takes 2-5 business days.
6. Annual Subscriptions
Annual subscriptions receive a discounted rate. Refunds for annual plans are evaluated on a case-by-case basis:
- Within 7 days: Full refund available
- After 7 days: Prorated refund may be offered for exceptional circumstances
7. Non-Refundable Situations
- Failure to cancel before renewal (set reminders!)
- Violation of Terms of Service leading to account termination
- Requests made more than 60 days after payment
- Dissatisfaction with features clearly described before purchase
8. Disputes
If you're not satisfied with our refund decision:
- Reply to our response explaining your situation
- We'll escalate to a senior team member for review
- Final decisions are made within 5 business days
Please contact us before initiating a chargeback with your bank. Chargebacks may result in account suspension and are more difficult to resolve.
9. Contact Us
Refund Requests & Questions
We're here to help:
- Email: support@ekplanner.me
- Phone: +254 702 747 443
- Subject Line: "Refund Request - [Your Email]"
- Response Time: 1-2 business days