Refund & Cancellation Policy

• Cancel any time. A school may cancel its subscription from the Subscription & billing page. Access continues to the end of the period already paid for.
• 14-day first-payment refund. If you are unhappy with Mwanexa, tell us within 14 days of your first subscription payment and we will refund it in full.
• Duplicate or incorrect charges are refunded in full, without time limit, once verified against our payment records.
• Extended outage. If the platform is unavailable through our fault for more than 48 consecutive hours during a school term, we will credit or refund the affected portion of the subscription on request.
• Part-used periods. Beyond the situations above, monthly and annual periods already begun are not refunded pro rata. Annual subscriptions cancelled for documented school closure are considered case by case.
• No refund where an account is terminated for breach of the Terms & Conditions, including misuse of learner data.

When you pay school fees through Mwanexa, the money goes to your child’s school, not to Mwanexa. We cannot approve, reverse or refund a fee payment on our own initiative.

• Refunds, credits, waivers and fee adjustments are governed by your school’s own fees policy. Contact the school bursar or accounts office.
• Where the school approves a refund, it is recorded in Mwanexa and requires two separate staff approvals before it is released, so that no single person can issue a refund alone.
• If a payment left your account but does not appear on your child’s statement, contact the school with the Pesapal reference. Mwanexa will assist the school in tracing it with Pesapal.

Email support@mwanexa.com with the school name, the payment reference and the reason. We acknowledge within 2 working days and decide within 10 working days.

Approved refunds are returned through Pesapal to the original payment method — the same mobile money number or card used to pay. We cannot redirect a refund to a different account. Pesapal and your provider typically take 5–15 working days to complete the transfer; timing is outside our control. Refunds are made in the original currency (UGX unless stated), and any provider or currency-conversion charges applied by your bank or mobile money operator are not refundable by us.

Nothing in this policy limits rights you have under the laws of the Republic of Uganda, including consumer protection rights. Unresolved disputes are handled as set out in our Terms & Conditions.