Refund & Service Delivery Policy
When CyberDash Digital ("we") gives your money back, and how.
Full refund if we can't do it
If we can't complete your order because of a mistake on our side, you get our handling fee back in full.
Free Document Re-Filing
If an agency portal rejects an upload (e.g. blurry passport photo or mismatching ID scan), we re-submit the corrected file at no extra charge.
Back to how you paid
Approved refunds go back to the M-Pesa number or card you paid with, within 3 working days.
1. Eligibility for a Service Fee Refund
You are entitled to a full refund of the CyberDash handling fee in the following situations:
- We can't submit your application within the turnaround shown for the service.
- You paid twice for the same order.
- A fault on our site stopped your application from going through.
- You cancel before we start on your order.
2. Government fees
Please note that statutory fees paid directly to official government accounts (eCitizen, KRA or NTSA) are disbursed directly to the National Treasury and state agencies. CyberDash does not hold, collect, or retain statutory government fees. To get a government fee back, you must ask the government office that charged it.
3. How to ask for a refund
Use Cancel order or There is a problem on your order page, or message us on WhatsApp with:
- Your order number (e.g.
CD-42). - Your M-Pesa Transaction Confirmation Code.
- A brief description of the issue.
We check it and answer on your order page. An approved refund reaches you within 3 working days.