Payments and refunds

This policy explains how paying us works and when you can get money back. Your quote or agreement may set out different terms for your project. If it does, those apply.

Prices

Our quotes are in Kenyan shillings unless we agree another currency, such as US dollars, euros or pounds. Prices on this website are starting prices. Your quote confirms the final price and states whether any taxes apply.

How to pay

Every invoice we send has a private link that shows the ways you can pay:

• M-Pesa prompt, for invoices in Kenyan shillings. Enter your number on the invoice page and approve the payment on your phone with your M-Pesa PIN. It's recorded against your invoice straight away.
• M-Pesa till or paybill, using the number on the invoice.

Please use your invoice number as the payment reference.

When to pay

• A 50% deposit books your project and reserves our time. Work starts once it's received.
• The balance is due within 14 days of the final invoice, and before we release the final files.
• Monthly retainers are paid in advance, and unused hours don't carry over to the next month.

Receipts and verification

We confirm every payment we receive, and M-Pesa sends you its own confirmation message too. Every invoice carries a verification code you can check on our verification page, so you can confirm it really came from us before you pay.

Late payments

If an invoice is overdue we'll send a friendly reminder. Work may pause until it's paid, and your agreement may allow a late fee of up to 2% of the overdue amount per month.

Refunds

• Deposits. The deposit isn't refundable once we've started, because it pays for time we've turned other work away for.
• If we can't start. If we cancel a project before starting it, we refund everything you've paid.
• If you cancel. You pay for the work done up to that point and any costs we've already committed to, such as printing, stock images or ad spend. We refund anything you've paid beyond that.
• If we don't deliver. If we can't deliver part of the agreed work, we refund what you paid for that part.
• Overpayments. If you pay too much, we refund the difference or, if you prefer, credit it to your next invoice.

Because our work is made to order, finished and approved work isn't refundable. If you're unhappy with something, tell us. Our revision rounds exist to put it right.

How to ask for a refund

Email support@kaptured.co.ke with your invoice number and the reason. We'll reply within 5 working days. Approved refunds are paid by the same method you paid with, within 14 working days. We can't refund any fees charged by your bank or payment provider.

Disputes

Please talk to us before disputing a payment with M-Pesa or your bank. We're usually able to sort things out quickly. This doesn't affect your rights under the Consumer Protection Act, 2012.