Refund policy

We want you to be confident buying from us. This policy explains when refunds are available.

1. Before work starts — full refund

If you change your mind before we have started work on your order — for example, before you have submitted documents for review, started the assessment, or attended a session — you can request a full refund within 14 days of payment.

2. After work has started — partial refund

• Multi-session packages: sessions you have not used or booked can be refunded on a pro-rata basis, less any discount you received for buying a package.
• Bundles: components that have not started can be refunded at their individual value.
• Completed reviews, assessments and sessions are not refundable, because the work has been delivered.

3. If we cannot deliver

If we cancel a session and cannot offer a suitable alternative time, or cannot deliver a service you paid for, you will receive a full refund for the undelivered part.

4. If you are unhappy with a service

Please contact us within 7 days of delivery. We will review your concern and, where appropriate, offer a revision, an additional session, or a partial refund.

5. Duplicate or incorrect payments

If you were charged twice for the same order, or paid an incorrect amount, contact us with your M-Pesa confirmation message. Verified duplicate payments are refunded in full.

6. How refunds are paid

Approved refunds are sent to the M-Pesa number used for payment, usually within 7 working days of approval. To request a refund, email admin@toppickz.com or message us from your dashboard with your order number.

This policy does not affect your statutory rights under Kenyan consumer protection law.