Refund policy

Last updated 11 October 2026. This is a draft for review by a Kenyan lawyer before launch.

Uandishi is pay as you go: you top up a wallet, and each page is charged only when its marking succeeds. This policy explains when you're never charged, when we refund, and how to ask.

When you're never charged

Marking that fails. The cost is held when marking starts and released if it doesn't finish.
A photo that can't be read , or a page that isn't handwriting.
A retaken page. It replaces the old one and isn't charged twice.
A re-mark after our mistake. If we mark an essay again because we got it wrong, the second marking is free.
Teachers. Teachers never pay; parents pay only if they choose to unlock a teacher-marked essay.

A held amount that isn't charged within 7 days goes back to your wallet automatically.

Wallet credit

Wallet credit is a prepaid credit for Uandishi's marking. It isn't refundable as cash once it's in your wallet, except as set out below, and it expires 12 months after your last top-up (we remind you by SMS 30 days before).

When we refund

We refund to the M-Pesa number or card you paid with, or as wallet credit if you prefer, when:

you were charged twice for the same top-up or the same essay;
a top-up was taken but never reached your wallet ;
an essay was charged but its marking was clearly wrong because of our error (for example the wrong child, grade or language, or most of the writing misread), and re-marking can't put it right;
the law requires it.

We don't refund credit you've already used on marking that worked, or credit that has expired.

How to ask

Write to [email protected] from the email address on your account, with the date and amount of the payment and its M-Pesa receipt number or card payment reference. We aim to reply within 3 working days and, when a refund is due, to send it within 14 days. M-Pesa refunds are sent back to the M-Pesa number that paid, and card refunds through Paystack; a card refund can take a few more days to appear, depending on your bank.

Schools

A school that pays by invoice is refunded under its school agreement and invoice terms.

Contact

Fedhaly Ltd, P. O. Box 22294-00505, Nairobi, Kenya · [email protected]