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LegalLast updated 11 September 2026

Refund Policy

The circumstances under which we issue refunds for paid services, and how to request one.

1. Overview

Pathrel Limited ("Pathrel", "we", "us", "our") is committed to ensuring you are satisfied with our career guidance platform. This Refund Policy outlines the circumstances under which we issue refunds for paid services, how to request them, and what to expect during the process.

This policy applies to all users of the Pathrel platform, including Free, Pro, and Professional tier subscribers. It is governed by the laws of the Republic of Kenya, including the Consumer Protection Act, 2012, and forms part of our Terms of Service by reference.

2. Refund Eligibility

You may be eligible for a refund if:

  • You purchased a Pro or Professional subscription and the service has not been substantially used within fourteen days of purchase.
  • A technical issue on our side prevented you from accessing paid features, and our support team was unable to resolve it within a reasonable timeframe.
  • You were charged incorrectly due to a billing error on our part.
  • We materially change or discontinue a paid feature without providing adequate notice or an equivalent replacement.

"Substantial use" is determined at our discretion and generally means accessing Pro or Professional features more than five times, or using more than fifty percent of your allocated AI Career Coach conversations, after purchase. If you are unsure whether your usage qualifies, contact us and we will assess it fairly.

3. Free Tier

The Free tier of Pathrel is provided at no cost and includes core features such as self-discovery assessments, course matching, AI exposure overviews, and a limited number of AI Career Coach conversations per week. Since no payment is required, no refunds apply to Free tier usage.

You can use the Free tier indefinitely without upgrading, and we will never pressure you to move to a paid plan. If you do choose to upgrade, the terms below apply.

4. Pro Subscription Refunds

  • Fourteen-day window: You may request a full refund within fourteen calendar days of your initial Pro subscription purchase or renewal, provided the service has not been substantially used. This is a cooling-off period required by the Consumer Protection Act, 2012, and it applies to every renewal, not just the first purchase.
  • Monthly billing: If you cancel after the fourteen-day window, your subscription remains active until the end of the current billing period. No refund is issued for the remaining days, but no further charges will be made.
  • Annual billing: Annual subscribers may request a pro-rata refund within thirty days of purchase. After thirty days, no refund is available for the unused portion of the annual subscription, though you may cancel to prevent renewal.
  • Renewal refunds: If a renewal charge was applied automatically and you did not intend to renew, contact us within fourteen days of the charge and we will refund it, provided the service has not been substantially used in the new period.

5. Professional Plan Refunds

Professional plan subscriptions, designed for career counsellors and institutions, follow the same refund terms as Pro subscriptions:

  • Full refund within fourteen days if the service has not been substantially used.
  • Pro-rata refund for annual plans within thirty days of purchase.
  • Custom or enterprise agreements may have separate refund terms outlined in your service contract. Where a contract specifies different terms, those terms take precedence over this policy.

6. How to Request a Refund

To request a refund, please follow these steps:

  1. Email us at [email protected] with the subject line "Refund Request".
  2. Include your registered email address and the transaction reference or receipt number, which you can find in your billing history.
  3. Briefly describe the reason for your refund request. You do not need to provide a reason for refund requests within the fourteen-day cooling-off period, though feedback helps us improve our service.
  4. If the refund relates to a technical issue, include a description of the problem and any correspondence you have had with our support team.

We will acknowledge your request within two business days and provide a decision within five business days.

7. Processing Time

  • Refund requests are acknowledged within two business days of receipt.
  • Eligible refunds are processed within seven business days of approval.
  • The refund will be credited to the original payment method used for the purchase.
  • Depending on your payment provider, it may take an additional five to ten business days for the refund to appear on your statement.
  • If you have not received your refund after fifteen business days, contact us and we will follow up with the payment provider on your behalf.

8. Partial Refunds

In certain circumstances, we may offer a partial refund:

  • If a paid feature experiences a significant outage exceeding forty-eight consecutive hours during your billing period, we will offer a pro-rata credit for the affected period.
  • If we discontinue a specific paid feature and offer a partial credit for the remaining billing period.
  • For annual subscribers requesting cancellation after thirty days but before ninety days, at our discretion, based on usage and circumstances.

9. Non-Refundable Items

The following are not eligible for refunds:

  • Subscriptions cancelled after the fourteen-day cooling-off period where the service has been substantially used.
  • Usage of AI Career Coach conversations, career comparisons, or other metered features already consumed.
  • Promotional or discounted subscriptions offered at a reduced rate, unless otherwise stated at the time of purchase.
  • Account suspensions or terminations resulting from violations of our Terms of Service.
  • Charges for features that were available and functional during the billing period, even if you did not use them.

10. Cancellation vs Refund

Cancelling your subscription is different from requesting a refund:

  • Cancellation stops future billing. Your subscription remains active until the end of the current paid period, and no further charges are made. No refund is issued for unused time after the cooling-off period.
  • Refund returns all or part of your payment according to the terms in this policy. A refund implies cancellation, but cancellation does not imply a refund.

You can cancel your subscription at any time from your account settings. The cancellation takes effect at the end of the current billing period, and you retain access to paid features until then.

11. Promotional and Trial Periods

  • Free trial periods are provided at no cost and are not subject to refunds.
  • If a trial converts to a paid subscription and you did not use the paid features, you may request a refund within fourteen days of the first charge.
  • Promotional discounts and coupon codes are non-refundable and have no cash value, unless the promotion explicitly states otherwise.
  • If a promotional price expires and your subscription renews at the standard rate, the standard refund terms apply to the renewal charge.

12. Chargebacks

We encourage you to contact us at [email protected] before initiating a chargeback with your bank or payment provider. Most issues can be resolved directly and more quickly through our support team.

Chargebacks initiated without first contacting our support team may result in account suspension while we investigate. If a chargeback is resolved in your favour by your payment provider, we will honour the decision. Duplicate refunds, where both a chargeback and a direct refund are processed for the same transaction, are not permitted, and we will recover any overpayment.

13. Changes to This Policy

We may update this Refund Policy from time to time. For material changes:

  • We will provide at least fourteen days' notice via email and platform notification.
  • The "Last updated" date at the top of this page will reflect the most recent revision.
  • Any refund request made before the change takes effect will be handled under the previous version of this policy.
  • Previous versions are available on request from [email protected].

14. Contact

For questions about refunds and billing, contact us: