Our Commitment
At EduNexus, we want you to be completely satisfied with our service. This Refund Policy explains when and how refunds are issued.
Token Purchases (Pay-As-You-Go)
Policy: Non-Refundable
Once you purchase tokens, they are non-refundable. However:
- ✓ Tokens never expire
- ✓ Can be used anytime
- ✓ Transferable within your account
Why Non-Refundable?
Tokens are digital goods delivered instantly. Once purchased and added to your account, the service has been provided.
Exception:
If there's a technical error preventing you from using tokens, contact us immediately. We'll either fix the issue OR issue a refund.
Termly Unlimited Subscription
7-Day Money-Back Guarantee
✅ Within 7 days:
- • Full refund, no questions asked
- • Processed in 7-14 business days
❌ After 7 days:
- • No refunds for current term
- • Can cancel future charges
- • Keep access until term ends
Technical Issues / Service Failure
If EduNexus is unavailable for 3+ consecutive days, we'll issue a prorated refund for unused subscription days.
What counts as service failure:
- Platform completely inaccessible
- All features non-functional
- Database errors preventing use
What does NOT count:
- Slow performance
- Single feature temporarily down
- Scheduled maintenance
- Your internet connection issues
How to Request a Refund
Email: kariukidennis092@gmail.com
Include the following:
- 1. Your account email
- 2. Purchase date and amount
- 3. Transaction reference (if available)
- 4. Reason for refund
- 5. Screenshot of payment (if possible)
Response Time
- Initial response: Within 24-48 hours
- Refund decision: Within 5 business days
- Refund processing: 7-14 business days
Refund Method
Refunds are issued to:
- M-Pesa: Same number used for payment (1-3 business days)
- Card Payments: Original card via Paystack (7-14 business days)
- Bank Transfer: If M-Pesa/card unavailable (3-5 business days)
Chargebacks
⚠️ Please Contact Us BEFORE Filing a Chargeback!
Chargebacks can result in:
- • Immediate account suspension
- • Additional fees we must recover
- • Possible permanent ban
We resolve most issues quickly - give us a chance to help!
Exceptions
We reserve the right to deny refunds if:
- You violate our Terms of Service
- Fraudulent activity detected
- Abuse of refund policy
- False information provided
Fair Use Commitment
We believe in fair treatment:
- ✅ Legitimate refund requests honored
- ✅ Technical issues resolved quickly
- ✅ Transparent communication
- ✅ Customer satisfaction priority
We'll work with you to find a fair solution!
Contact Us
For Refund Requests:
Email: kariukidennis092@gmail.com
Subject: "Refund Request - [Your Name]"
Location: Nairobi, Kenya
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