Refund and Cancellation Policy

1. Purpose

EduLead Consultants Ltd aims to handle refund and cancellation requests fairly and transparently. This policy applies to online courses, virtual laboratory access, digital publications and other products sold through our website. It does not remove rights available under applicable consumer-protection law.

2. When a refund may be considered

A refund may be considered where a payment was processed more than once for the same order; payment succeeded but the product was not supplied and the failure cannot reasonably be resolved; a material technical problem prevents access and no reasonable remedy is available; the product materially differs from its description; or a refund is required by law or agreed by EduLead.

3. Digital downloads and course access

Because digital products may be accessed or downloaded immediately, a refund is not automatic solely because a customer changes their mind after delivery. This does not prevent a refund or other remedy where required by law, where a product is defective or misdescribed, or where EduLead approves a refund. Product-specific restrictions must be disclosed before purchase and comply with applicable law.

4. Cancellation requests

Customers wishing to cancel a purchase, enrolment or subscription should contact support promptly. Whether cancellation is possible and a refund is due depends on the service, delivery status, purchase terms and applicable law. For subscriptions, if offered, billing frequency, cancellation method and effective date will be explained on the relevant page.

5. Failed payments and duplicate charges

If payment appears unsuccessful but funds were deducted, contact us with the transaction reference and approximate date. We will check the transaction and coordinate with the payment provider where necessary. Confirmed duplicate payments will be refunded or otherwise resolved appropriately.

6. How to request a refund

Email disputes@eduleadconsultantsltd.co.ke with your name, order or transaction reference, product purchased, payment date and amount, a description of the problem and relevant supporting information. Never send your full card number, card security code, password or mobile-money PIN.

7. Review and processing

We aim to acknowledge refund requests within two business days and provide an initial response or progress update within five business days. If investigation takes longer, we will explain the delay. Approved refunds will generally be submitted through the original payment method where supported. The time for funds to appear depends on the payment provider and the customer's bank or mobile-money provider. Any fees or deductions will be handled in accordance with applicable law and the terms disclosed at purchase.

8. Disputes and escalation

If dissatisfied with the outcome, request a further review at disputes@eduleadconsultantsltd.co.ke. Customers retain rights to raise disputes with their payment provider or seek remedies available under applicable law.

9. Contact

Refunds and payment disputes: disputes@eduleadconsultantsltd.co.ke
Support: support@eduleadconsultantsltd.co.ke
Telephone: +254 721 365 540