1 Therapy games plans
Your therapy games are chosen and given to you the moment M-Pesa confirms your payment, and you can download and print them straight away. Because of this:
- Games plan payments are not refundable once the games have been given, including for days you did not use.
- If you pay again before your 30 days are up, the new month starts that day. The days left on the old month are not refunded or carried over.
- Turning off the monthly M-Pesa prompt, or not paying again, simply lets your account lock when the month ends. There is nothing to cancel and no further charge.
2 Practical Family Training (PFT)
- PFT sessions cannot be cancelled online. To change a session time, contact the clinic before the session and staff will find you a new slot.
- For any question about cancelling a paid PFT session or block, or about a refund, please contact the clinic directly.
3 When something goes wrong
We will always put it right if:
- M-Pesa took your money but your games or PFT sessions did not appear. Usually the site catches up within a few minutes. If it has not, contact us with your M-Pesa receipt code and we will give you access or refund you in full.
- You were charged twice for the same thing, or charged the wrong amount. We refund the extra amount.
4 How to ask for help or a refund
Contact Nairobi Outpatients Center on +254 722 786 220 or info@chezaplaytherapy.com, with:
- the name and phone number on your Cheza account;
- the M-Pesa receipt code (for example
SJK7XXXXXX) from the confirmation SMS; and - what went wrong.
Approved refunds are sent back to the M-Pesa number that made the payment. We will tell you when it has been sent.