Refund & Subscription Policy
Draft version 0.1 · Last reviewed 6 November 2026
Transparent subscriptions for professionals, with no booking commissions for customer services.
1. Subscription plans
Standard: KSh 1,000 for one monthly billing period. Featured: KSh 3,000 for one monthly billing period in total. Featured includes eligible additional exposure but does not guarantee customers, rankings, appointments or revenue.
Provider registration is free. A subscription does not bypass verification, safety requirements or moderation.
2. Activation and billing
A subscription becomes active only after a confirmed, reconciled payment. Payment initiation or an STK prompt is not proof of payment. Each billing period and expiry date must be displayed in the professional dashboard.
The initial implementation does not charge cards or automatically deduct M-Pesa renewals. New subscriptions or renewals must be initiated by the professional unless a separately disclosed and authorized recurring payment method is introduced.
3. Cancellations and expiry
A professional may stop future renewals. When an active paid period expires, the professional profile becomes ineligible for public discovery, while account information and existing confirmed bookings remain accessible subject to the privacy retention rules.
Subscription cancellation does not itself reverse an already completed payment.
4. Refund eligibility
Contact TABASAMU through the published support channel with the transaction reference to report accidental duplicate charges, verified payment errors or other eligible refund requests. Refunds are considered according to applicable Kenyan consumer law, the circumstances of the transaction and the services actually provided.
No statement in this policy excludes mandatory statutory refund rights. The approved refund decision timeline, payment reversal procedure and operator contact details must be completed before launch.
5. Professional-to-customer service charges
Payment for massage, beauty, wellness or cleaning services is arranged between the customer and professional unless otherwise expressly stated. Professional cancellation or service refund arrangements must be disclosed by that professional. TABASAMU charges no booking commission.
6. Payment disputes
Provide your professional account email, M-Pesa reference, amount and payment date when reporting a billing problem. Never share your M-Pesa PIN or one-time verification codes.
Contact
Official contact information will appear here once the operator has configured a monitored support channel. Do not launch commercially until this is completed.
Also see: Terms · Privacy · Refunds · Professional conduct