Government Fees
Once a government fee has been paid to an official portal (eCitizen, KRA, NTSA, SHA, etc.) on your behalf, it cannot be refunded by Castez Digital, as this amount is transferred directly to the government agency and governed by their own refund rules (most government portals do not refund fees once an application is submitted).
Castez Digital Service Fee
- Before we begin processing: If you cancel your request before we have started submitting your application, you are entitled to a full refund of our service fee.
- After we begin processing but before submission: A 50% service fee refund applies to cover work already done (document review, form preparation).
- After submission to the government portal: The service fee is non-refundable, since the work has been completed on our end.
Our Error
If an application is rejected due to a verified error made by Castez Digital staff, we will either resubmit at no extra service fee or refund the full service fee if you no longer wish to proceed.
Client Error
If an application is rejected due to inaccurate information, forged/invalid documents, or missing requirements not disclosed by the client, no refund applies, and resubmission will require a new service fee.
Digital/Printing Services
Custom digital services (logo design, website builds, CV writing) that have already been started are non-refundable once work has commenced, but revisions are included as agreed at the time of order.
How to Request a Refund
Email info@castezdigital.co.ke with your order/reference number and reason for the refund request. Approved refunds are processed back to your original M-Pesa number within 5–7 business days.