Help Center & Technical Support
Purchases, Payments & Reversals
What payment methods do you accept?
We accept Visa and Mastercard credit/debit cards alongside regional mobile money transactions through M-Pesa. All payments are fully processed via encrypted, certified third-party payment gateways.
I paid via M-Pesa but my dashboard is locked. What should I do?
Network response delays can occasionally occur between mobile operators and our learning management database. Please give it 5 minutes and hit refresh. If it remains locked, do not pay twice! Simply WhatsApp a screenshot of your transaction confirmation to our service care line at +254 788097811 or email customersupport@learningroom.co and we will activate your access manually right away.
Will my subscription auto-renew?
For recurring subscription models, billing occurs automatically on the same calendar day each period. You can instantly view, change, or turn off your auto-renewal toggles via your parent dashboard's billing tab
Digital Cancellations & Refunds
What is your refund policy?
Because our materials are delivered digitally, sales are considered final. However, to ensure an excellent experience, we allow a discretionary refund window on online courses if: (1) your written request is submitted within 14 calendar days of payment, and (2) the account logs show less than 10% consumption of the material.
Can I get a refund on downloaded toolkits or worksheets?
No. Because PDF toolkits, printable cards, and worksheet files save permanently to your personal device immediately upon purchase, they are exempt from standard refund eligibility and are strictly non-refundable.
How long do refunds take and how are they paid?
Approved refunds route directly back to your original payment mechanism. Card adjustments reflect within 5–10 business days depending on your bank. M-Pesa reversals route strictly back to the originating mobile number, minus any external carrier transactional reversal fees.
Legal, Privacy & Safety
Is my child's profile photo safe, and can I delete it?
Absolutely. Profile photos are completely optional; default text avatars are used if left blank. Uploaded files are securely encrypted at rest on cloud servers. If you choose to delete your child's profile or close your account, your photos are permanently wiped from our systems.
Do you record or store my child's drawings or voice clips?
No. In strict alignment with the Kenyan Data Protection Act 2019, COPPA, and GDPR frameworks, any interactive voice or drawing files are processed locally within your browser session for live educational feedback. They are completely purged the instant the learning session ends—we never store or harvest child audio-visual data.
How do I submit a formal complaint or technical bug report?
We resolve system bugs and formal complaints within 48 to 72 business hours. Reach our technical team via WhatsApp at +254 788097811, via email at customersupport@learningroom.co, or visit our compliance team office at Lower Kabete Road, Nairobi, Kenya. Please include your account email and transaction receipt details to speed up our assistance.
