Refund Policy

Refund Terms

Because all resources sold on Online CBC are digital products delivered via instant download links, we generally enforce a no-refund policy. Unlike physical products, digital files cannot be "returned" once accessed or saved to a local device. Therefore, all sales are considered final once the checkout process is complete.

Non-Refundable Circumstances

Refunds will not be approved for any of the following scenarios:

• Buyer's Remorse: Deciding you no longer need the resource after paying and viewing it.
• Accidental Selections: Ordering the wrong subject or grade and completing the download of the file.
• Format Compatibility: Claiming you cannot open the file because you lack standard word processing software (e.g., Microsoft Word, Google Docs, or PDF viewers).

Qualifying Exceptions & Refunds

We values customer satisfaction and will review refund or credit requests on a case-by-case basis under these specific circumstances:

• Double Payments: If you accidentally authorized multiple M-Pesa STK transactions for the exact same shopping cart order.
• Damaged or Corrupt Files: If a downloaded file is damaged, unreadable, or missing pages, and our support team is unable to provide a functional replacement within 24 hours.
• Critical Mismatch: If the file description in our catalog completely contradicts the actual content delivered (e.g., description states Grade 8 CBC but the content is Class 8 8-4-4).

The Exchange Policy

If you purchased the wrong subject, term, or grade by mistake, you can request an exchange instead of a refund. Exchanges are granted under these conditions:

• You submit the exchange request within 24 hours of the purchase timestamp.
• Our download trackers indicate that you have not downloaded the incorrectly purchased files, or have downloaded them only once to verify the mistake.
• The requested exchange item is of equal monetary value.

How to Submit a Request

To request a refund or product exchange, send an email to info@onlinecbc.com or contact our support team via WhatsApp at +254754442467. Please include:

1. Your registered email address.
2. The M-Pesa confirmation code (e.g., QKL1234567).
3. The specific files you wish to refund or exchange.
4. A brief explanation of the issue or error.

Approved refunds are processed back to the original M-Pesa account number used during purchase within 24 hours of approval.