Refunds
Changed your mind? Say the word.
You bought something on a phone, from a company you had never heard of, before you could see what was inside. We understand exactly how that feels. So here is the deal, in plain language.
Send us the word REFUND. We send the money back.
Email the single word REFUND to contact@ulcure.clinic.
Include the M-Pesa transaction code from your confirmation SMS — the code that starts with letters, like SGH4XK92LM. That is all we need to find your payment.
We reply within one working day to confirm we have found it, and we send the money back to the same M-Pesa number you paid from within three working days. You do not have to explain yourself and we will not try to talk you out of it.
You have 7 days from the moment you pay.
Why we spell this out
Safaricom has a way to reverse an M-Pesa payment — you forward the confirmation SMS to 456. Most people assume it covers everything. It does not. That shortcut only works for money you sent to another person, it only works within 24 hours, and the person who received it can refuse. Payments to a business paybill, like ours, are not covered at all.
So when you pay UlCure, Safaricom is not your safety net. We are. That is why we made the refund one word long instead of hiding it behind a form, and why we are telling you about the 456 thing at all when it would be easier not to.
What a refund covers
Yes, refunded
- The plan is not what this website said you would get
- You paid and the plan never unlocked
- You were charged twice
- You bought the wrong product
- You simply changed your mind, within 7 days
Not refunded
- Health outcomes. UlCure is education and promises nothing about your body, so "my symptoms did not change" is not a basis for a refund — but "this is not what the website said" is.
- Requests after 7 days (write to us anyway — we read every one)
Wellness calls
Cancel or move a booked call up to 24 hours before it starts and you get a full refund or a new slot, your choice. If we miss the call, we start the refund ourselves — you do not need to ask.
One thing we will not pretend
We are a small company in Kenya. Refunds are handled by a person, not a machine — someone reads your email, finds your payment, and sends the money back from M-Pesa by hand. So "three working days" means working days. If you send a request at midnight on Saturday, the clock starts Monday. If we are ever going to be slower than that, we will tell you rather than go quiet.
Who you are actually writing to
Refunds and payment problems are handled in Kenya by Nichole Israel, Regional Director, Kenya. If something goes wrong with your money, a named person is responsible for it — not a queue.
Monday–Friday, 8am–6pm EAT