1. Overview
Futurapt Limited (“Futurapt”, “we”, “us”, “our”) is committed to ensuring you are satisfied with our career guidance platform. This Refund Policy outlines the circumstances under which we issue refunds for paid services and how to request them.
This policy applies to all users of the Futurapt platform, including Free, Pro, and Professional tier subscribers. It is governed by the laws of the Republic of Kenya, including the Consumer Protection Act, 2012.
2. Refund Eligibility
You may be eligible for a refund if:
- You purchased a Pro or Professional subscription and the service has not been substantially used within 14 days of purchase.
- A technical issue prevented you from accessing paid features and our support team was unable to resolve it within a reasonable timeframe.
- You were charged incorrectly due to a billing error on our part.
- We materially change or discontinue a paid feature without providing adequate notice or an equivalent replacement.
“Substantial use” is determined at our discretion and generally means accessing Pro or Professional features more than 5 times or using more than 50% of your allocated resources after purchase.
3. Free Tier
The Free tier of Futurapt is provided at no cost and includes core features such as self-discovery assessments, course matching, AI risk overviews, and limited AI Career Coach conversations. Since no payment is required, no refunds apply to Free tier usage.
4. Pro Subscription Refunds
- 14-day window: You may request a full refund within 14 calendar days of your initial Pro subscription purchase or renewal, provided the service has not been substantially used.
- Monthly billing: If you cancel after the 14-day window, your subscription remains active until the end of the current billing period. No refund is issued for the remaining days.
- Annual billing: Annual subscribers may request a pro-rata refund within 30 days of purchase. After 30 days, no refund is available for the unused portion of the annual subscription.
5. Professional Plan Refunds
Professional plan subscriptions (for career counselors and institutions) follow the same refund terms as Pro subscriptions:
- Full refund within 14 days if the service has not been substantially used.
- Pro-rata refund for annual plans within 30 days of purchase.
- Custom or enterprise agreements may have separate refund terms outlined in your service contract.
6. How to Request a Refund
To request a refund, please:
- Email us at billing@futurapt.com with the subject line “Refund Request”.
- Include your registered email address and the transaction reference or receipt number.
- Briefly describe the reason for your refund request.
You do not need to provide a reason for refund requests within the 14-day cooling-off period, though feedback helps us improve our service.
7. Processing Time
- Refund requests are acknowledged within 2 business days.
- Eligible refunds are processed within 7 business days of approval.
- The refund will be credited to the original payment method used for the purchase.
- Depending on your payment provider, it may take an additional 5–10 business days for the refund to appear on your statement.
8. Partial Refunds
In certain circumstances, we may offer a partial refund:
- If a paid feature experiences a significant outage exceeding 48 consecutive hours during your billing period.
- If we discontinue a specific paid feature and offer a partial credit for the remaining billing period.
- For annual subscribers requesting cancellation after 30 days but before 90 days, at our discretion.
9. Non-Refundable Items
The following are not eligible for refunds:
- Subscriptions cancelled after the 14-day cooling-off period where the service has been substantially used.
- Usage of AI Career Coach conversations, career comparisons, or other metered features already consumed.
- Promotional or discounted subscriptions offered at a reduced rate, unless otherwise stated at the time of purchase.
- Account suspensions or terminations resulting from violations of our Terms of Service.
10. Cancellation vs Refund
Cancelling your subscription is different from requesting a refund:
- Cancellation stops future billing. Your subscription remains active until the end of the current paid period. No refund is issued for unused time.
- Refund returns all or part of your payment according to the terms in this policy.
You can cancel your subscription at any time from your account settings.
- Free trial periods are provided at no cost and are not subject to refunds.
- If a trial converts to a paid subscription and you did not use the paid features, you may request a refund within 14 days of the first charge.
- Promotional discounts and coupon codes are non-refundable and have no cash value.
12. Chargebacks
We encourage you to contact us at billing@futurapt.com before initiating a chargeback with your bank or payment provider. Chargebacks initiated without first contacting our support team may result in account suspension.
If a chargeback is resolved in your favor by your payment provider, we will honour the decision. Duplicate refunds (chargeback plus direct refund) are not permitted.
13. Changes to This Policy
We may update this Refund Policy from time to time. For material changes:
- We will provide at least 14 days’ notice via email and Platform notification.
- The “Last updated” date at the top of this page will reflect the most recent revision.
- Any refund request made before the change takes effect will be handled under the previous version of this policy.
For questions about refunds and billing, contact us: