Refund & Cancellation Policy.
Our booking policy in plain terms, and how refunds are handled through Pesapal.
DRAFT — LEGAL REVIEW REQUIRED. This policy has not yet been reviewed by a qualified lawyer and should not be relied on as final before launch.
Last updated: 30 July 2026
This policy explains how cancellations, rescheduling, and refunds work for Counseling Sessions booked through this website, and for Dating Club membership payments. It should be read alongside our Terms & Conditions.
1. Counseling Session bookings
Unpaid, pending bookings
If you book a session and choose to pay by link or on arrival rather than online at the time of booking, your slot is held as Pending for 24 hours. If payment isn’t completed within that window, the slot is released automatically and may be booked by someone else. You’re welcome to book again at any time.
Free cancellation window — 48 hours
You can reschedule or cancel a confirmed, paid booking free of charge up to 48 hours before your session start time. To do this, reply to your booking confirmation email or contact us directly (details below) — please don’t just not show up, as that uses a slot someone else could have taken.
Inside the 48-hour window
If you cancel or don’t attend with less than 48 hours’ notice, the session fee is forfeited and is not refunded, except where we agree in writing to make an exception (for example, a genuine emergency). This exists because a late cancellation is very unlikely to be filled by another client on short notice.
2. How refunds are processed
Where a refund is due — a cancellation made outside the 48-hour window, a duplicate payment, or a session we ourselves need to cancel or reschedule — it is processed manually through the Pesapal merchant dashboard back to your original payment method (card or mobile money). We do not currently offer automated instant refunds. Please allow 5–7 working days for the refund to reflect, depending on your bank or mobile money provider’s own processing time.
If a Pesapal payment fails or is left incomplete, no charge is made and your booking remains Pending until you either complete payment or the 24-hour hold expires — you’ll usually also receive a retry link by email.
3. Dating Club membership fee
The membership fee is payable only after your application has been approved, via a Pesapal payment link we send you. Because membership grants immediate access to our matching and introduction process, the membership fee is non-refundable once paid, except where we are unable to provide the service at all (for example, if we made an error in the approval itself). If you have concerns about your membership, please talk to us directly before requesting a refund — we would rather resolve it than process a refund.
4. If we cancel
If we need to cancel or reschedule a session or event on our side — illness, an emergency, a double-booking error — we will offer you a new time first, or a full refund if a new time doesn’t work for you. This is never something you need to chase; we will reach out proactively.
5. Disputes
If you believe a charge was made in error, contact us first — most issues are resolved faster this way than through a bank or mobile money dispute, and we would genuinely rather make it right directly.
6. Contact
Email [email protected] or WhatsApp +256 779 260877 for anything related to a booking, payment, or refund.