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When you get your money back for a booking, what comes off it, and how long it takes to reach you.
Last updated 4 October 2026
Once your care has started, the fee stands and is not refunded. That means:
The provider has given you their time by then, or is already on the road to you.
Payments go through Paystack, our payment provider. Paystack charges a fee on every payment and does not give it back when the payment is refunded. When you cancel, that fee comes off your refund. Its size depends on how you paid:
For example, if you paid KES 1,100 by M-Pesa and cancel, the fee is KES 16.50 and you get back KES 1,083.50. We take off the exact fee Paystack charged on your payment, and your booking page shows both figures once the refund is sent.
If your doctor does not show up, you pay no fee. The doctor covers it.
If you pay twice for the same booking, we refund the second payment automatically. Paystack’s fee on that second payment comes off, the same as a cancellation. Pressing Pay again takes you back to the payment you already started, so this only happens when two payments are completed by hand.
We send your refund within 48 hours of your booking being cancelled. After that the timing is up to Paystack and your bank or mobile money provider:
The money goes back to the same M-Pesa number or card you paid with. We cannot send it anywhere else.
Email info@pinkenya.com before your appointment time and quote your booking reference. It is on your booking page and in your confirmation email. We count the time your email reaches us, so an email sent before the appointment starts gets the refund in clause 1.
If your doctor did not show up, tell us the same way and we will refund you in full.
The rest of how bookings work is in our terms.