Refunds Policy
This policy explains when you can get your money back, how refunds are paid, what to do if a payment goes wrong, and what happens if you dispute a payment with your bank or M-Pesa. It forms part of ourTerms of Sale. Nothing in it limits your rights under the Consumer Protection Act 2012.
Talk to us first
If something is wrong with an order, email info@monvalen.co.ke with your order number (it is on your receipt, or use Find my order). We acknowledge every message within one working day and aim to resolve it within five working days. This is almost always faster than a dispute through your bank, which can take weeks.
When you can get a refund
Guide (PDF)
- Full refund when
- You ask within 7 days of buying and have not downloaded it; or the file is faulty or not as described and we cannot fix it within 5 working days
- No refund when
- It has been downloaded and works as described
App subscription, first payment
- Full refund when
- You ask within 7 days of your first ever payment for that app. Once per person
- No refund when
- After 7 days
App subscription, card renewal
- Full refund when
- You ask within 7 days of a renewal you meant to cancel, and you have not used the paid stages since it renewed
- No refund when
- You used the paid stages after the renewal, or you ask after 7 days
App subscription, M-Pesa
- Full refund when
- Covered by the first-payment rule above. M-Pesa subscriptions never renew by themselves, so you are never charged without paying
- No refund when
- After 7 days
Cohort place
- Full refund when
- We cancel or move the start date (or you may take a place on the next cohort instead); or you cancel 14 days or more before the start
- No refund when
- Less than 14 days before the start (what you paid becomes credit for the next cohort instead); or you do not attend without cancelling (the deposit is kept)
Services
- Full refund when
- As set out in the written proposal for that engagement
- No refund when
- As set out in the proposal
Whatever you bought, you always get a full refund if:
- you were charged twice for the same order
- you were charged but we cannot deliver what you bought within 2 working days
- we charged the wrong amount (we refund the difference)
- we cancel your order for any reason
Cancelling a subscription
Cancel any time from My purchases, in two clicks. No call or email is needed. You keep access until the end of the period you have already paid for, and your saved work stays in your account. Card subscriptions: we email you before every renewal, 3 days before a monthly one and 7 days before a quarterly or yearly one, with a link to cancel.
How refunds are paid
- To the same card or M-Pesa number that paid, only. We never refund to a different card, phone number or bank account, even if asked. This protects you and us from fraud.
- The full amount you paid, including any payment processing fee.
- In the currency you paid in. If your card was charged in US dollars, the refund is in US dollars; your bank's exchange rate on the day may differ from the rate when you paid.
- M-Pesa payments are refunded in full only, because our payment provider cannot return part of an M-Pesa payment. Where only part is owed (for example, a wrong amount), we send the difference to your M-Pesa number separately.
- Timing: we start the refund within 5 working days of agreeing it. M-Pesa refunds usually arrive within a few days; card refunds can take up to 10 working days to appear, depending on your bank.
When a refund is made, access to what was refunded ends: download links stop working and refunded subscription periods close.
If a payment goes wrong
- M-Pesa money taken but no confirmation from us: do not pay again. Email us the M-Pesa confirmation code. We check within one working day and either complete your order or refund you in full.
- Card payment failed: you have not been charged. A temporary hold may show on your account; your bank releases it, usually within a few days.
- Charged twice: tell us and we refund the duplicate in full.
A charge you do not recognize
Our payments are processed by Pesapal and show its name with ours on card and M-Pesa statements. If you see a charge you do not recognize, email us with the date and amount before contacting your bank. It may be a subscription renewal or a payment made by someone else in your household or organization.
Disputes with your bank or M-Pesa
You have the right to dispute a payment with your card issuer or mobile money provider. If you do:
- we respond to the dispute with our records of the order, delivery and our messages with you
- while the dispute is open we do not also refund the same payment, because you would be paid twice
- access to what is disputed (download links, the paid app stages) is paused until the dispute is decided
- if the dispute is decided in your favor, the money comes back through your bank or provider and access ends; if it is decided in ours, access is restored
If you contact us first and we agree a refund, there is no need for a dispute. We may decline future orders from a person whose dispute was found to be unfounded.
Suspected fraud
We may cancel and refund an order that appears to be made with a card or M-Pesa account that is not the buyer's, and we may ask the buyer to confirm their identity before we deliver. We do this to protect account holders, not to delay genuine orders.
Changes to this policy
We may update this policy. The version in force when you paid applies to that payment.
Contact
Monvalen Holdings Limited, info@monvalen.co.ke. Please include your order number.
Questions about this page can be sent to info@monvalen.co.ke.