Fair, plain, fast

Refund & Returns.

Digital products work differently from shoes — here’s exactly when you get your money back, when you don’t, and how fast it happens. No fine-print traps.

Last updated: September 2026
14-day window Reply within 48h Back to mobile money

1. The short version

Three rules, honestly stated
  • 1Broken, wrong or misdescribed? You get a full refund — request it within 14 days of purchase.
  • 2Changed your mind after downloading? That one’s on you — digital files can’t be “returned” once delivered.
  • 3We answer within 48 hours, and approved refunds land back on your mobile money within 3–5 business days.

Our promise: every refund request is read by a human. If the product failed you, we make it right — quickly and without a fight.

2. When you get a refund

Full refund, no arguments
  • The file is broken or won’t open and the seller can’t fix it.
  • The content isn’t what the page promised — wrong product, missing chapters, or very different from the description and previews.
  • You were charged twice for the same product (duplicate payments are always refunded in full).
  • Never delivered: payment went through but no product arrived in your library or email.

Any of these within 14 days of purchase = full refund to your original payment method.

3. When refunds don’t apply

Stated plainly, before you buy
Covered
  • Broken or corrupt files
  • Misdescribed content
  • Duplicate charges
  • Non-delivery
Not covered
  • Changed mind after downloading
  • “It wasn’t what I expected” (previews exist — read them)
  • Buying the wrong product by mistake
  • Download links expiring (re-download free anytime from your library)

Not sure which side your case falls on? Ask us — we’d rather answer a question than leave you unhappy.

4. How to request a refund

Three steps, two minutes
  • 1Start with the seller. From your account, open the order and message the seller describing the problem — most issues are fixed within hours.
  • 2Not resolved in 48 hours? Contact us with your order number and a short description (a screenshot helps for broken files).
  • 3We review and decide. A human checks the product against its page, and you get a clear answer — approved or declined with the reason.

5. Timeline & method

What happens after approval
  • 148h — first response to your request (usually much faster).
  • 21–2 days — review and decision.
  • 33–5 business days — refund lands on your original payment method (MTN MoMo / Orange Money / card).

We notify you by email and in your account at every step. If a refund is approved, there’s nothing else you need to do.

6. For sellers

How refunds affect your balance

When a refund is approved, the amount (minus our commission on that sale) is deducted from your balance — including from pending withdrawals. A temporary reserve may apply on accounts with elevated dispute rates, released after 30 days of clean selling. Full details live in the Seller Terms.

The best refund strategy is prevention: accurate descriptions, honest previews, and fast replies to buyers.

7. Fair use

Protecting the system for everyone

Refunds exist to protect honest buyers — not to sample products for free. Requesting refunds on most of your purchases, or filing payment disputes (“chargebacks”) after receiving and using a product, leads to account restrictions. Purchases remain in your library unless a refund is approved.

Questions about this policy? Contact us — in English or French.