Refund Policy

1. Overview

At CBC Edu Kenya, we want you to be satisfied with your purchase. This policy explains when refunds are available for our digital educational materials. Please read it carefully before purchasing.

Because our products are instant-access digital downloads, our refund policy is more limited than for physical goods — once a file has been downloaded, it cannot be "returned" in the traditional sense. However, we are committed to resolving genuine technical problems and billing errors fairly.

2. Nature of Digital Goods

All products on cbcedukenya.com are digital files (PDF documents) delivered electronically. By completing a purchase, you acknowledge that:

• You have read and understood the product description before purchasing
• Digital goods are excluded from the standard right of withdrawal that applies to physical goods under Kenyan consumer protection regulations, once the digital content has been accessed
• Delivery is considered complete once the download link is made available to you, regardless of whether you choose to download the file immediately

3. When We Will Issue a Refund

We will issue a full refund in the following circumstances:

a) Technical Failure on Our End

If you paid successfully but did not receive a download link — and our system confirms the payment was received — we will first attempt to resolve the issue by reissuing the download link. If we cannot resolve the delivery problem within 48 hours, we will issue a full refund.

b) Corrupt or Unreadable File

If the file you downloaded is corrupted, incomplete, or unreadable, and we are unable to provide a working replacement file within 48 hours of your report, we will issue a full refund. You may be asked to provide a screenshot of the error.

c) Duplicate Payment / Charged Twice

If your bank, M-Pesa, or PayPal charged you more than once for the same order due to a technical error, we will refund the duplicate charge in full once verified.

d) Wrong Product Delivered

If the download link delivers a file that is clearly different from the product described on the product page (e.g., wrong grade, wrong subject), we will provide the correct file immediately. If we cannot provide the correct file within 48 hours, we will issue a full refund.

e) Pricing Error

If a product was listed at an incorrect price due to a technical error on our Website, we reserve the right to cancel the order and issue a full refund. We will notify you before doing so.

4. When Refunds Are Not Available

We do not offer refunds in the following situations:

• Change of mind — you purchased a product but decided you no longer want it
• File already downloaded — the download link was accessed and the file was downloaded successfully
• Content dissatisfaction — you are unhappy with the quality, depth, or style of the material (we provide product descriptions so you can evaluate before purchasing; contact us before buying if unsure)
• Curriculum mismatch — you purchased materials for the wrong grade or term due to your own selection error (check the product title carefully before purchasing)
• Device incompatibility — your device cannot open PDF files (PDF readers are available free of charge from Adobe, Google, and others)
• Slow internet / failed download due to your connection — technical issues on your end rather than ours
• Requests made more than 7 days after purchase — refund requests must be submitted within 7 days of the purchase date
• Expired download links — where you failed to download within the 365-day validity period
• Bulk or institutional orders — once materials have been distributed, refunds are not available unless there is a verified technical issue

5. How to Request a Refund

To request a refund, contact us within 7 days of your purchase through any of the following:

• Email: cbcedukenya@gmail.com — subject line: "Refund Request — [Order Number]"
• WhatsApp: +254711344702
• Contact form: cbcedukenya.com/contact — select "Payment Issue" as subject

Please include the following information in your request:

• Your full name and email address used at checkout
• Your order number (found in your confirmation email)
• The product name and a brief description of the problem
• For technical issues: a screenshot or description of the error
• For M-Pesa: your M-Pesa receipt number (e.g., QK12345678)

We will acknowledge your request within 24 hours (Monday–Saturday) and aim to resolve it within 48 hours.

6. M-Pesa Refunds

M-Pesa refunds are processed through Safaricom's reversal system. This process is:

• Initiated by us on your behalf — you do not need to contact Safaricom directly
• Subject to Safaricom's processing times (typically 1–3 business days)
• Reversed to the same M-Pesa number that made the original payment
• Only possible for the original transaction amount — we cannot process partial M-Pesa refunds

You will receive an M-Pesa SMS confirmation once the reversal is processed by Safaricom.

Note: M-Pesa transaction fees charged by Safaricom are non-refundable as they are collected by Safaricom, not by us.

7. Credit/Debit Card Refunds (Stripe)

Card refunds are processed through Stripe. Please note:

• Refunds are returned to the original card used for payment
• Processing time: typically 5–10 business days depending on your bank
• We will initiate the refund on Stripe as soon as your request is approved
• Currency conversion differences (if applicable) are outside our control

You will receive an email confirmation from Stripe when the refund is initiated.

8. PayPal Refunds

PayPal refunds are processed as follows:

• Refunded to your PayPal account or original funding source
• Processing time: typically 3–5 business days
• PayPal's fees may or may not be refunded depending on their current policy — this is outside our control

If you opened a PayPal dispute before contacting us, please note that we will only process refunds through our standard process — not through disputed transactions — where possible. We encourage you to contact us first before raising a PayPal dispute, as we typically resolve issues faster directly.

9. Refund Timelines Summary

Payment Method	Our Response	Refund to You
M-Pesa	Within 24 hours	1–3 business days (Safaricom)
Visa / Mastercard (Stripe)	Within 24 hours	5–10 business days (your bank)
PayPal	Within 24 hours	3–5 business days (PayPal)

All timelines are measured from when we approve the refund request, not from when you submit it.

10. Contact Us

If you have any questions about this policy or need help with an order, we are here to help:

• Email: cbcedukenya@gmail.com
• WhatsApp: +254711344702 (fastest response)
• Contact form: cbcedukenya.com/contact

We respond to all enquiries Monday–Saturday, 8am–8pm EAT. We aim to resolve all issues fairly and quickly — most problems are sorted within a few hours.