Refund & Cancellation Policy

1. Subscription Billing

School accounts are charged a monthly subscription fee of KES 4,500 per school per month. Payment is collected upfront via Paystack Incorporated at the start of each billing cycle. By subscribing, you authorise Elimora to charge the applicable fee to your payment method on a recurring monthly basis until you cancel.

2. What Your Subscription Includes

An active subscription provides:

• Unlimited teacher searches across all 47 counties
• Unlimited contact unlocks (phone, email, WhatsApp)
• Unlimited shortlisting and pipeline tracking
• Access to TSC verification status for all teachers
• Priority customer support

3. Cancellation

You may cancel your subscription at any time from your school’s Subscription page in the dashboard, or by contacting support@elimora.ke. Cancellation takes effect at the end of the current paid billing period. You will retain full access to all paid features until that date. No partial-month refunds are issued for mid-cycle cancellations.

4. Refunds

Subscription fees are generally non-refundable. We will issue a refund only in the following circumstances:

• Duplicate payment — if you are accidentally charged more than once for the same billing period, we will refund the duplicate charge in full.
• Extended platform outage — if a technical fault on our side prevents you from accessing core paid features (search, contact unlock, shortlisting) for more than 48 consecutive hours, you may request a pro-rata refund for the affected period.
• Service discontinuation — if Elimora permanently ceases operations, all schools will receive a pro-rata refund for the unused portion of their current billing period.

5. Non-Refundable Circumstances

Refunds will not be issued for:

• Change of mind after a subscription has been activated.
• Dissatisfaction with the number or quality of teacher profiles available.
• Failure to find a suitable teacher candidate.
• Unused portions of a billing period following voluntary cancellation.
• Account suspension or termination due to a Terms of Service violation.
• Failure to cancel before a renewal date.

6. How to Request a Refund

To request a refund, email support@elimora.ke with your registered school email address, the date of the charge, and a brief description of your issue. We will acknowledge your request within 2 business days and provide a decision within 5 business days. Approved refunds are processed within 10 business days via the original payment method.

7. Chargebacks

If you believe a charge is incorrect, please contact us before initiating a chargeback with your bank. Initiating a chargeback without first giving us the opportunity to resolve the issue may result in permanent account suspension. We take all billing disputes seriously and aim to resolve them fairly and promptly.

8. Price Changes

We reserve the right to change subscription pricing. Any price changes will be communicated to active subscribers via email at least 30 days before the new price takes effect. Continued use of the Platform after the effective date constitutes acceptance of the new pricing.

9. Changes to This Policy

We may update this policy from time to time. Schools will be notified of material changes via email.

10. Contact

Billing questions: support@elimora.ke
Elimora, Nairobi, Kenya