Billing & Refund Policy

1. Payment Methods

1.1 Accepted Methods

CounselConnect accepts the following payment methods through our payment processor, Paystack:

• M-Pesa: Mobile money payments via Safaricom M-Pesa.
• Visa / Mastercard: Credit and debit card payments.

1.2 Currency

All prices, fees, and transactions on the Platform are denominated in Kenya Shillings (KES) unless otherwise stated. You are responsible for any currency conversion fees charged by your bank or payment provider.

1.3 Payment Processing

All payments are processed by Paystack, a PCI-DSS compliant third-party payment processor. CounselConnect does not store your credit/debit card numbers or M-Pesa PINs. By making a payment, you agree to Paystack's terms of service in addition to this Policy.

1.4 Payment Security

Payment credentials are tokenised by Paystack. We store only payment tokens and transaction references. You are responsible for the security of your payment methods and must report unauthorised transactions to us and your payment provider immediately.

2. Subscription Billing

2.1 Plans & Billing Cycles

CounselConnect offers three subscription tiers: Free, Pro, and Enterprise. Paid plans are available on monthly and annual billing cycles. Current pricing is available on our pricing page.

2.2 Auto-Renewal

IMPORTANT: Paid subscriptions automatically renew at the end of each billing cycle (monthly or annual). Your payment method will be charged at the then-current rate at the start of each renewal period. You authorise CounselConnect and Paystack to store and charge your payment method for recurring payments. To avoid future charges, you must cancel before the renewal date.

2.3 Failed Payments

If your payment method fails at renewal, we may attempt to charge it again within a reasonable grace period. If payment cannot be collected, your subscription may be downgraded to the Free tier. You remain responsible for any unpaid fees.

2.4 Price Changes

We may modify subscription prices with at least thirty (30) days' prior written notice (via email or in-app notification). Modified prices apply prospectively from the start of your next billing cycle after the notice period expires. If you do not agree with a price change, you may cancel your subscription before the new price takes effect.

2.5 Upgrades

When you upgrade your subscription, the new plan takes effect immediately. You will be charged a pro-rata amount for the remainder of your current billing cycle at the difference between the old and new plan rates.

2.6 Downgrades

When you downgrade your subscription, the change takes effect at the start of your next billing cycle. You retain access to the higher-tier features for the remainder of your current paid period. No pro-rata refunds are provided for downgrades.

2.7 Cancellation

You may cancel your subscription at any time through your account settings or by contacting support. Upon cancellation:

• Your subscription remains active until the end of the current billing period;
• You retain access to paid features until the period expires;
• Your account automatically downgrades to the Free tier;
• No further charges will be made to your payment method;
• Cancellation does not entitle you to a refund for the current billing period (except as described in Section 3.1).

2.8 Free Trials

Where offered, free trials provide access to paid features for a limited period. At the end of the trial, your subscription automatically converts to a paid plan at the then-current rate unless you cancel before the trial ends. Free trial eligibility is limited to one trial per Member. CounselConnect reserves the right to determine trial eligibility.

3. Refund Policy by Feature

3.1 Subscription Refunds

3.2 Mentorship Refunds

The 20% Platform Fee is deducted from the gross session fee. The mentor receives 80% of the gross amount upon session completion.

3.3 Event Registration Refunds

3.4 Advertising & Ad Wallet Refunds

3.5 Jobs & Briefs Refunds

3.6 Fundraiser & Condolence Contributions

All contributions to fundraisers and condolence posts are non-refundable. Contributions are voluntary, made at the contributor's own risk, and are transferred directly to the organiser's provided payment details (M-Pesa or bank account). CounselConnect does not act as an intermediary for these funds.

3.7 General Refund Conditions

• Refund requests must be submitted within thirty (30) days of the transaction;
• Refunds are processed to the original payment method;
• Processing times vary: M-Pesa refunds typically take 1-3 business days; card refunds may take 5-14 business days depending on your bank;
• Platform Fees are non-refundable unless the Platform caused the issue;
• CounselConnect reserves the right to deny refund requests that appear fraudulent or abusive.

4. Platform Fees

CounselConnect charges the following fees for its Services:

All fees are disclosed before you complete a transaction. Fees are subject to change with at least thirty (30) days' notice.

5. Billing Disputes

5.1 Raising a Dispute

If you believe a charge is incorrect, you may raise a billing dispute by:

• Submitting a support ticket within thirty (30) days of the transaction;
• Providing the transaction reference, date, amount, and reason for the dispute;
• Including any supporting evidence (screenshots, correspondence, etc.).

5.2 Investigation & Resolution

We will investigate your dispute and aim to resolve it within fourteen (14) business days. You will be notified of the outcome via email and in-app notification. If the dispute is resolved in your favour, a refund or credit will be issued within five (5) business days of resolution.

5.3 Chargebacks

If you initiate a chargeback with your bank or payment provider without first attempting to resolve the dispute through our support process, we reserve the right to: (a) suspend your account pending investigation; (b) recover the disputed amount plus any chargeback fees incurred; and (c) terminate your account if the chargeback is determined to be fraudulent or abusive.

5.4 Peer-to-Peer Payment Disputes

For disputes arising from peer-to-peer transactions (jobs, marketplace, mentorship, event payments between Members), CounselConnect may provide limited mediation assistance but is not obligated to do so. Such disputes are primarily between the transacting parties. See our User Agreement for details on dispute resolution.

6. Taxes

6.1 Your Tax Obligations

You are solely responsible for determining and paying all taxes applicable to your activities on the Platform, including but not limited to: income tax, value-added tax (VAT), withholding tax, and any other taxes or levies imposed by applicable law. CounselConnect does not provide tax advice.

6.2 Withholding

CounselConnect may withhold amounts from payments (including mentorship payouts and affiliate commissions) as required by Kenyan tax law. Where withholding applies, the net amount after withholding will be paid to you.

6.3 VAT

Prices shown on the Platform may or may not include VAT. Where applicable, VAT will be added at the prevailing rate and disclosed before you complete a transaction. CounselConnect will provide VAT receipts as required by law.

6.4 Tax Reporting

If you earn income through the Platform (as a Mentor, service provider, Affiliate, or seller), you are responsible for reporting such income to the Kenya Revenue Authority (KRA) and complying with all applicable tax filing obligations. CounselConnect may be required to report certain earnings to the KRA and may request your KRA PIN.

7. Promotional Codes

CounselConnect may offer promotional codes ("promo codes") from time to time. The following terms apply:

• Promo codes are single-use unless expressly stated otherwise;
• Promo codes cannot be combined with other offers or promotions;
• Promo codes may have expiration dates, usage limits, and restrictions on applicable plans or billing intervals;
• CounselConnect may expire, modify, or withdraw any promo code at any time without notice;
• Promo codes have no cash value and cannot be redeemed for cash;
• Promo codes may not be sold, traded, or transferred;
• Abuse of promo codes (including creating multiple accounts to redeem codes) may result in voiding of the discount and account suspension.

8. AI Services Usage & Billing

The AI Chat Service (chat.counselconnect.co.ke) and Case Briefs Service (cases.counselconnect.co.ke) are included in all subscription tiers with monthly usage limits.

8.1 Usage Limits by Tier

8.2 Usage Reset & Limits

• Usage resets on the 1st of each calendar month;
• No overage charges — access is paused at your tier limit until the next month or until you upgrade;
• Unused AI queries and case brief views do not roll over to the next month.

8.3 AI Services Refund Policy

No refunds for consumed AI queries or viewed case briefs, as usage is metered and consumed instantly.

9. Account Closure & Outstanding Balances

9.1 Outstanding Amounts Owed by You

Upon account closure, any outstanding balances owed by you to CounselConnect become immediately due and payable. This includes unpaid subscription fees, outstanding Platform Fees, and any other amounts owed.

9.2 Amounts Owed to You

9.3 Data Retention After Closure

Financial and transaction records are retained for seven (7) years after account closure as required by Kenya tax law, even after your account data is deleted. See our Privacy Policy for full data retention details.