What you are paying for
The verification fee pays for a search of our records and, when a certificate is found, its verified details. The search is carried out whether or not the certificate is found, so a search that finds nothing is still a service delivered.
Certificate not found: partial refund
If the number you searched is not in our records, you can ask for a partial refund from your Requests page within 14 days of paying. The partial refund is a percentage of the fee, shown on the button before you confirm; the rest covers the search that was carried out.
Before asking, please check the number for typing mistakes and try the registration number instead of the certificate number. You can also submit the certificate so the institution is asked to confirm it.
When there is no refund
- The certificate was found, whatever its status (valid, invalid or pending): the verification has been delivered.
- The request is made after the refund window.
- Bulk verifications and API calls, where every number searched is charged as a completed search.
Payment problems
If you were charged but the payment didn't show on your account, or you were charged twice, contact us with your M-Pesa receipt number. Duplicate or failed charges are refunded in full.
How refunds are paid
Approved refunds are sent to the M-Pesa number that paid. We review requests within 3 working days and email you the outcome.