Refund & Cancellation Policy – TravelwithMkay
Last updated: 22 November 2025
This Refund & Cancellation Policy explains how refunds, cancellations and rescheduling are handled for services and digital products provided by TravelwithMkay.
This Policy forms part of our Terms and Conditions. By booking a call, purchasing a programme, or buying any digital product from us, you agree to this Policy.
1. Scope of this Policy
This Policy applies to:
- Paid 1:1 coaching calls (e.g. Pre-Trip Confidence Call, itinerary deep-dive, lifestyle mapping);
- Online coaching programmes, workshops, or group sessions offered through our platform;
- Digital products such as guides, checklists, workbooks and other downloadable or online resources;
Any other paid services offered by TravelwithMkay, unless a different policy is clearly stated on the sales or booking page.
2. General principles
- We commit to delivering high-quality travel coaching and resources, and we ask that you book intentionally and responsibly.
- We respect your time, and we expect the same respect for ours and for other clients who may be waiting for sessions.
- All refunds and cancellations are handled fairly and in good faith, in accordance with the terms and conditions outlined below.
3. 1:1 coaching calls – cancellations & rescheduling
1. Rescheduling
We understand that plans can change. If you need to reschedule your 1:1 call:
- You may generally reschedule your call once at no additional cost, provided you give at least 24 hours’ notice before the scheduled start time.
- Rescheduling is usually done via the calendar link you received in your confirmation email or by contacting us at support@travelwithmkay.co.ke.
- Rescheduling requests with less than 24 hours’ notice may be treated as a late cancellation (see below), at our discretion.
2. Cancellations by you
If you decide to cancel your 1:1 coaching call:
- Cancellations made with at least 48 hours’ notice before the scheduled time may be eligible for a partial refund or conversion to credit, depending on the specific service and context.
- Cancellations made with less than 24 hours’ notice are generally not refundable, as your slot has been reserved and cannot usually be filled at short notice.
- In some cases, we may offer to convert your payment into a credit for future use instead of a cash refund. This is at our discretion.
To request a cancellation, please email support@travelwithmkay.co.ke with your name, booking email, and call details.
3. No-shows
If you do not attend your scheduled call and do not notify us in advance:
- Your session will be considered a no-show and treated accordingly.
- No-shows are not eligible for refunds or free rescheduling.
4. Late arrival
If you join a call late:
- We will do our best to make use of the remaining time.
- The session may still end at the scheduled time to respect other clients.
- Extended time is not guaranteed and is at our discretion.
4. Group programmes, workshops & events
1. Cancellations by you
For online group programmes, workshops or events:
- Unless otherwise stated on the specific sales or event page, fees are generally non-refundable once the programme or event has started, or once you have been granted access to materials.
- If you cancel your participation before the start date, we may consider a partial refund or credit on a case-by-case basis, particularly if there are exceptional circumstances.
2. Cancellations or changes by us
In rare cases, we may need to postpone or cancel a live session, workshop or event (for example due to illness, technical issues, or low enrolment):
- If we cancel, we will offer either a full refund or a transfer to a rescheduled date or alternative programme, at your choice (where feasible).
- If we reschedule, we will notify you as soon as possible and offer options that are reasonable given the situation.
5. Digital products (guides, checklists, workbooks, etc.)
In rare cases, we may need to postpone or cancel a live session, workshop or event (for example due to illness, technical issues, or low enrolment):
- Downloadable guides, checklists, workbooks;
- Recorded trainings, masterclasses or replays;
- Any other digital products clearly marked as non-refundable.
Please review the product description carefully before purchasing. If you encounter a technical issue accessing your digital product, contact us at support@travelwithmkay.co.ke and we’ll do our best to help.
6. Quality concerns & dissatisfaction
We genuinely care about your experience and the value you receive.
- If you are unhappy with a service, please email us as soon as possible at support@travelwithmkay.co.ke and explain your concern.
- We may offer additional support, a follow-up call, or another reasonable solution to address your needs.
- Any refunds in such cases are at our discretion and will take into account the nature of the service, how much has already been delivered, and the reason for dissatisfaction.
7. Processing of refunds (where approved)
If a refund is approved:
- It will typically be processed via the same payment method you used originally (for example, through our payment provider).
- Processing times can vary depending on banks and payment providers. We are not responsible for delays caused by them.
- Any transaction fees already charged by the payment provider or bank may be non-refundable, depending on their own policies.
8. Chargebacks
We ask that you contact us first to resolve any issue before initiating a chargeback with your bank or payment provider.
- Filing a chargeback without giving us a fair chance to help may be considered a breach of this Policy and our Terms and Conditions.
- If a chargeback is filed, we may provide our records of communication, delivery and attendance to the bank or payment provider to contest it.
9. Exceptional circumstances
We understand that life events, illness, emergencies or other serious situations can occur.
- If you experience a significant life event that affects your ability to attend or continue with a service, please email us and explain the situation.
- We will review requests on a case-by-case basis and may, at our discretion, offer partial refunds, credits, or alternative arrangements.
10. Changes to this Refund & Cancellation Policy
We may update this Policy from time to time to reflect changes in our services, laws or internal practices.
- The “Last updated” date at the top of this page will show the exact date when the latest updates or revisions were applied.
- By continuing to book or use our paid services after changes are published, you agree to the updated Policy.
18. Contact us
If you have any questions about this Refund & Cancellation Policy or need to request a cancellation or refund, please contact:
TravelwithMkay
- Email -
- Website -