Pay for a report, get the report.
The principle is simple: you should never lose money to a payment that didn't deliver. Here is how each situation is handled.
Payment cancelled or failed
If you cancel the M-Pesa prompt or the payment doesn't go through, no money is taken and nothing is unlocked. You can simply try again.
Charged, but not unlocked
Occasionally M-Pesa confirms a payment slower than expected. Your report unlocks automatically as soon as confirmation arrives, usually within minutes. If it doesn't, your payment is reviewed against the M-Pesa transaction record and resolved with an unlock or a refund.
Duplicate payments
If you are charged twice for the same report, the duplicate payment is refunded once it's matched in the transaction record.
Completed reports
Because reports are personalised and delivered immediately, completed reports aren't refundable once generated, except where the law requires otherwise. If a report didn't work as promised, we'd rather fix that than hide behind this line.