Refund Policy

1. Course Purchases — Student Refunds

7-Day Refund Window: Students may request a full refund within 7 days of course purchase provided that:

• Less than 10% of the course content has been completed. Once you pass this threshold, no refund can be claimed.
• No certificate of completion has been issued.
• The request is made in good faith and not as a pattern of abuse.
• The request is submitted within 7 calendar days of the purchase date.

Non-Refundable Situations:

• 10% or more of the course has been completed — this is a firm, automated cut-off.
• A certificate has been downloaded or shared.
• The refund request is made after 7 calendar days from purchase.
• The student has previously received a refund for the same course.
• Free courses are not eligible for refunds (no charge was made).

2. Tutor Subscription Refunds

• Tutor subscription fees are non-refundable once the subscription period has started and access to tutor features has been granted.
• If a subscription is purchased but the account is terminated by NTGlobalAcademy for a policy violation, no refund will be issued.
• If a subscription is terminated due to our platform error, a pro-rata refund for the unused period may be issued at our discretion.

3. How to Request a Refund

1. Email refunds@ntglobalacademy.com with the subject line "Refund Request – [Your Order Reference]".
2. Include your registered email, order reference, course name, and reason for the refund.
3. We will acknowledge your request within 2 business days.
4. Approved refunds are processed within 7–14 business days via the original payment method.
5. M-Pesa refunds are processed back to the originating number. Stripe refunds are returned to the original card.

4. Tutor Earnings and Chargebacks

When a student refund is approved for a course purchase:

• The corresponding tutor earnings for that transaction will be reversed from the tutor's wallet.
• Where a chargeback is initiated through a payment provider, NTGlobalAcademy reserves the right to hold tutor wallet funds pending resolution.
• Tutors with a chargeback or fraud rate above 1% may have their accounts restricted or suspended pending investigation.

5. Exceptional Circumstances

NTGlobalAcademy may, at its absolute discretion, issue refunds outside of this policy in cases of technical failure, accidental duplicate purchase, or where required by Kenyan consumer protection law. Contact support@ntglobalacademy.com in such cases.

6. Dispute Resolution

If you are not satisfied with our refund decision, you may escalate your complaint to our management team at legal@ntglobalacademy.com. Unresolved disputes may be referred to the Consumer Federation of Kenya (COFEK) or the appropriate Kenyan courts.