Effective Date: 1st January, 2025


Applies to: All services offered by SMEPAL Consultancy Agency Ltd, including but not limited to Digital Marketing Services and Business Consultancy.

At SMEPAL Consultancy Agency Ltd, we take pride in delivering high-value, customized professional services that are result-driven and tailored to each client’s specific needs. Due to the nature of our work—which involves strategy, intellectual input, time commitment, and resource allocation—we maintain a strict refund policy as outlined below.

1. No Refunds for Completed Services

All fees paid for services that have been fully delivered or substantially completed are non-refundable. This includes:

  • Digital marketing services

  • Business consultancy and strategic advisory

  • Capacity development, training, or reports provided

  • Research, design, or implementation projects

Once a service has been initiated or completed, refunds will not be issued under any circumstance.

2. Refund Eligibility (Before Service Delivery)

Clients may be eligible for a partial refund only under the following strict conditions:

  • A formal written cancellation request is submitted to refunds@smepal.co.ke within 24 hours of payment.

  • Work has not yet started and no resources have been allocated or strategy meetings held.

If approved, administrative and transaction processing charges (up to 30%) will be deducted from the refund.

Note: Eligibility is evaluated on a case-by-case basis, and SMEPAL reserves full discretion over refund approvals.

3. Non-Refundable Services

The following services are strictly non-refundable, regardless of circumstances:

  • Custom digital campaigns, strategy development, or consultations

  • Training sessions, webinars, or workshops (attended or missed)

  • Third-party platform expenses (e.g., ad spend, domain registration, software tools)

  • Time-bound services with milestones already initiated

  • Discounted or promotional service packages

4. Service Cancellation by SMEPAL

SMEPAL reserves the right to cancel any service due to non-compliance, breach of contract, or violation of our terms of engagement. In such cases:

  • No refund will be issued if the client has caused the termination due to misconduct, non-cooperation, or late payment.

  • A partial refund may be considered at our discretion if cancellation is initiated by SMEPAL due to internal constraints before any work has begun.

5. Chargebacks and Disputes

Initiating a chargeback or payment dispute without engaging SMEPAL directly is considered a breach of our Refund Policy and Terms of Service.

If you are dissatisfied, we strongly encourage direct communication with our team to resolve concerns professionally and fairly.

6. Modification of Policy

We reserve the right to revise or update this Refund Policy at any time without prior notice. All updates will be reflected on this page with an updated effective date.

7. Contact Us

For refund inquiries or cancellation requests, contact us at:

Contact Email: refunds@smepal.co.ke
Contact Number: +254 110 963 361
Subject line: “Refund Request – [Your Full Name / Company Name]”