Refunds & Payment Issues

1. How refunds are processed

• All card and mobile money refunds are processed securely via our payment partner PesaPal.
• When a refund is requested in Litskill, we submit a Refund Request to PesaPal for the original transaction.
• PesaPal and the issuing bank / mobile operator complete the actual reversal; this can take up to 3–7 business days depending on your provider.
• Your Litskill account will show the transaction as Refunded once the request has been sent.

2. When you can request a refund

• Refund window: you may request a refund within 7 days of purchase.
• Refund requests submitted after this period will not be accepted.
• Course completion rule: refunds are granted only if you have completed less than 30% of the course. Your progress is tracked automatically by the platform.
• One refund per course: each student may request a refund for a particular course only once.
• Refunds are not available for:
  • Completed payout amounts already withdrawn to instructors.
  • Already consumed one‑time services (e.g. 1:1 sessions that have taken place).
• For special promotions or scholarships, refund eligibility may be limited or disabled.

3. I see “Refunded” in Litskill but no money yet

If your transaction is marked as Refunded in Litskill but you do not see the money in your account yet:

1. Allow up to 3–7 business days for your bank or mobile wallet to complete the refund.
2. Check the statement for the original payment method (card or M‑Pesa) used at checkout.
3. If it has been more than 7 business days, contact us with:
   • Your full name and email used on Litskill.
   • The course name.
   • The transaction / order ID (shown in your Transactions or invoice).

5. Litskill Refund Policy (Summary)

• Refund Window: students may request a refund within 7 days of purchase. Requests after this window will not be accepted.
• Course Completion Requirement: refunds are granted only if the student has completed less than 30% of the course. Progress is tracked automatically.
• One Refund Per Course: each student may request a refund for a particular course only once.
• Payment Method Rules:
  • Refunds are processed using the original payment method.
  • Mobile payments (e.g., PesaPal M‑Pesa) – full refunds only.
  • Card / online payments – partial or full refunds allowed.
• Refund Processing Time: refunds may take up to 3-7 business days to appear in the student’s account, depending on the payment provider. You will receive a notification when your refund has been processed in Litskill.
• Exceptions: refunds may be denied if more than 30% of the course is completed, or if our team identifies abuse of the policy. Technical issues or disputes may be reviewed manually.
• Platform Fees & Instructor Earnings: the student receives back the amount they paid; instructor earnings and platform share are automatically adjusted in our ledger.

4. How to report a payment issue

Litskill does not process refunds automatically inside the app. To request a refund or report any payment problem, please contact our support team by email.

• Email: support@litskill.com
• Subject line: Payment / Refund Issue
• Include:
  • Your Litskill account email.
  • Course name.
  • Approximate date and time of payment.
  • Any screenshots or SMS confirmations from your bank or M‑Pesa.