At Luvisia Digital, we are committed to providing reliable, fast, and transparent digital support services for government applications, tax compliance, education, visas, and professional assistance. Since our services involve digital consultancy, application guidance, and facilitation, our refund policy is designed to balance fairness to our customers while covering costs incurred during service delivery.

1. Service Fees vs. Government Fees

  • All payments made to Luvisia Digital (M-PESA Till 9484430) are service fees only.
  • Clients are responsible for separate government charges (e.g., passport fees, visa fees, eCitizen payments, HELB repayments, etc.).
  • Government fees are non-refundable under all circumstances.

2. Refund Eligibility

Refunds may be considered only in the following cases:
✅ Duplicate payment made to Luvisia Digital by mistake.
✅ Service not initiated within 72 hours of confirmed payment (excluding weekends & public holidays).
✅ Luvisia Digital is unable to process your request due to reasons on our side (e.g., technical errors, system downtime, or unavailable service).

3. Non-Refundable Cases

Refunds will not be issued if:
❌ The application has already been submitted to a government portal (eCitizen, iTax, immigration, HELB, etc.).
❌ Delays are caused by government institutions, third-party verifications, or missing/incomplete documents from the client.
❌ The service was completed as described, but the outcome was dependent on government approval (e.g., visa rejection, HELB denial, KRA audit).
❌ The client provided false or fraudulent information leading to application rejection.

4. Refund Process

  • All eligible refunds will be processed through M-PESA within 7–10 business days.
  • Clients must provide proof of payment (M-PESA message or transaction code).
  • Refunds will be issued minus applicable administrative charges (10% of the service fee).

5. Service Adjustments Instead of Refunds

Where possible, Luvisia Digital may offer:

  • Credit towards another service of equal value.
  • Adjustment or resubmission of an application without additional service fees.

6. Contact Us

For refund requests or clarifications, contact us at:
📧 admin@luvisiadigital.com
📞 +254 792642469

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