Return & Refund Policy

This policy explains when you can get a refund or a replacement for purchases on Bongofey Marketplace, operated by Bongofey Limited.

1. Digital products

Everything sold on Bongofey is digital — eBooks, guides, templates, files, links and articles. You get access immediately after payment, and a digital file cannot be "returned" the way a physical item can. For this reason, purchases are final once the product has been delivered to you, except in the situations listed below.

2. When you get a refund or replacement

We will fix the problem, give you the correct product, or refund you in full if:

• You paid but did not receive access — money was deducted, but you got no download link, SMS or access to the product.
• You were charged more than once for the same order.
• The file is broken — it is empty, corrupted or will not open, and the seller cannot provide a working copy.
• The product is materially different from its description — for example the wrong file, missing chapters or content that was clearly promised on the product page.
• The product was removed for breaking our rules (for example copyright infringement) shortly after you bought it.

Where possible we first give you a working or correct copy. If that is not possible, you receive a refund.

3. When refunds don't apply

• You changed your mind after the product was delivered or downloaded.
• You bought the wrong product by mistake and have already accessed it.
• The product matches its description, but you expected different results (see our Disclaimer — we do not guarantee income, health or other outcomes).
• Your device cannot open the file although the product page stated the format or requirements.
• The request is made more than 7 days after purchase (except for double charges, which we always correct).
• Free products.

4. How to request a refund

1. Contact us within 7 days of purchase through Contact Us or by email at support@bongofey.com.
2. Include your order number (it starts with ORD- and is in your SMS or email), the phone number you paid with, and what went wrong. A screenshot of the problem or of the payment message helps us resolve it faster.
3. We reply within 2 business days. We may contact the seller to fix the product before deciding on a refund.

5. How refunds are paid

Approved refunds are sent to the same mobile money number you paid with (M-Pesa, Mixx by Yas, Airtel Money or HaloPesa), for the full amount you paid, usually within 5 business days of approval. When a refund is issued, your access to that product is removed.

6. Premium Author plans

• Premium plans start immediately after payment, so they are not refundable once active.
• If you paid but your plan did not activate, contact us — we will activate it or refund you.
• If you were charged twice for a plan, the extra payment is refunded.
• When you renew or change plans early, the days you have left are added to the new plan, so you never lose time you paid for.

7. Sellers

Sellers must deliver working files that match their product descriptions. When a buyer is refunded because a product was broken, missing or not as described, the refunded amount is deducted from the seller's earnings for that order. Repeated problems can lead to products being removed or the account being restricted.

8. Misuse

Requesting refunds after downloading content in bad faith, using stolen payment accounts, or sharing purchased files publicly may lead to account restriction and loss of access to purchases.

9. Changes to this policy

We may update this policy from time to time. The version in force is the one on this page on the date of your purchase. See also our Terms of Service.

Need help with an order? Contact Us.