Refund Policy

1. Digital Access

SmartDrive Kenya provides digital educational services, including revision notes, premium examinations, Mwalimu SmartDrive Kenya AI Tutor and other online learning features.

Once premium access has been successfully activated, the user may immediately begin using the paid digital services.

2. Standard Premium Package

The standard SmartDrive Kenya premium package is currently:

KES 200 for 30 days of access, unless another price or promotional package is clearly displayed before payment.

The 30-day access period begins after successful payment confirmation and activation.

3. General Refund Rule

Payments for successfully activated and accessible digital services are generally non-refundable.

A refund will normally not be provided simply because a user:

  • changes their mind after purchasing;
  • does not use the service;
  • uses only part of the 30-day access period;
  • fails an examination;
  • does not achieve an expected score;
  • decides not to continue learning;
  • forgets to use the service before access expires; or
  • loses access because of a serious breach of the SmartDrive Kenya Terms & Conditions.

4. Duplicate Payments

If the same user is accidentally charged more than once for the same purchase, SmartDrive Kenya may review the transaction.

Where a duplicate payment is confirmed, the duplicate amount may be refunded or otherwise corrected.

The user may be asked to provide sufficient transaction information to verify the duplicate payment.

5. Payment Confirmed but Access Not Activated

If payment is successfully confirmed but premium access is not activated because of a verified SmartDrive Kenya technical problem, the user should contact SmartDrive Kenya.

SmartDrive Kenya may first attempt to:

  • activate the purchased access;
  • correct the account;
  • restore the missing premium entitlement; or
  • resolve the payment record.

Where the paid service cannot reasonably be provided, a refund may be considered.

6. Technical Problems

Temporary technical problems do not automatically qualify for a refund.

SmartDrive Kenya may first attempt to correct the problem, restore access or provide the affected service.

Examples include temporary:

  • website downtime;
  • hosting problems;
  • maintenance;
  • payment-provider delays;
  • internet connectivity issues; or
  • software errors.

A refund may be considered where a serious verified technical failure prevents SmartDrive Kenya from delivering the purchased service and the problem cannot reasonably be corrected.

7. AI Credits and Top-Ups

Purchased or included AI credits are digital-use credits.

Once AI credits have been used, they are generally non-refundable.

Unused credits may also be non-refundable after successful activation, except where a duplicate payment, verified technical error or other exceptional circumstance justifies review.

AI credits have no cash value and cannot normally be exchanged for money.

8. Account Sharing and Misuse

No refund will normally be provided where access is suspended or terminated because of serious misuse of the platform, including:

  • account sharing;
  • attempting to bypass payment restrictions;
  • fraudulent activity;
  • unauthorised distribution of premium materials;
  • manipulation of examinations or records; or
  • deliberate interference with SmartDrive Kenya systems.

Premium access is personal and non-transferable.

9. Examination Results

SmartDrive Kenya provides revision and mock-examination services.

A user is not entitled to a refund merely because they fail an NTSA examination, driving-school assessment or SmartDrive Kenya mock examination.

SmartDrive Kenya does not guarantee examination success.

10. How to Request a Refund Review

Where you believe a payment qualifies for review, contact SmartDrive Kenya through the official contact channels displayed on the website.

Please provide enough information to identify the transaction, such as:

  • the name or account used for the purchase;
  • the payment date;
  • the amount paid;
  • the relevant M-Pesa or payment transaction reference; and
  • a brief explanation of the problem.

Never send your M-Pesa PIN or other private security credentials to SmartDrive Kenya.

11. Refund Processing

Approved refunds will be processed using an appropriate available payment method.

The time taken for funds to appear may depend on the payment provider, mobile-money provider or other third-party systems involved.

SmartDrive Kenya cannot control delays occurring after an approved refund has been submitted to an external payment provider.

12. Exceptional Cases

SmartDrive Kenya may review unusual circumstances individually.

Approval of a refund in one exceptional case does not create an automatic right to a refund in other cases.

13. Applicable Consumer Rights

Nothing in this Refund Policy is intended to remove or limit any consumer rights that cannot lawfully be excluded under applicable Kenyan law.

14. Changes to This Policy

SmartDrive Kenya may update this Refund Policy as the platform, payment methods or services develop.

The latest version will be published on the SmartDrive Kenya website together with its effective date.

15. Contact

Questions or refund-review requests may be submitted through the official SmartDrive Kenya contact channels displayed on the website.