Refund and Dispute Policy

Version 0.1. Last revised: [date].

This policy applies to everything bought on Mosana. It sits alongside your rights under Kenyan consumer law, which this policy does not reduce.

1. Digital products (books, courses, videos, downloads)

You get access the moment your payment is confirmed. Because of that, digital products cannot be refunded once you have opened or downloaded them, except in these cases, where you can ask for a refund or a replacement:

• the file or content is broken or will not open and we or the seller cannot fix it;
• it is not what the listing described;
• you were charged more than once for the same item; or
• the payment was made without your permission.

Ask within [7] days of purchase (or of discovering the problem, for hidden faults). Email [general contact email] with your order number and what is wrong.

2. Memberships

You can cancel a membership at any time. You keep access until the end of the period you paid for. Past periods are not refunded unless one of the cases in section 1 applies, or you were charged after cancelling.

3. How we decide

We look at the order, access records and any messages, we may ask the seller to respond, and we decide fairly. We aim to reply within [3] working days. If you are not happy with our decision you can write to [general contact email] and ask for a review, and you keep your right to go to the courts or a regulator.

4. How refunds are paid

Refunds go back to the way you paid (M-Pesa or card) through Paystack, usually within [5 to 10] working days of approval, depending on your bank or provider. Payment providers do not return their own processing charges, so in a change-of-mind case that is not otherwise covered, we may deduct that charge.

5. Who pays

If the problem is the seller’s fault, the seller bears the cost under the Seller Terms. If you disputed a card payment with your bank, tell us as well; we will work with the bank and Paystack on it.

6. Physical items

Mosana does not sell physical items yet. When it does, we will publish a separate returns policy first.