Returns and Refunds
This policy explains how to request help or a refund for an IKOKETSO digital learning product or licence, or an advertising placement purchased through the online store. The product listing and order confirmation describe what was purchased. This policy does not exclude any consumer right or remedy that cannot lawfully be excluded.
1. Digital delivery not received
If payment was taken but you have not received the download, activation details, licence information or delivery instructions described for your product, first check your order confirmation, customer account where available, and spam or junk folder. If the information is still missing, contact us with your order number, the email address used for the order, the product name and the date of payment. We will check the payment and order status and, if payment is confirmed, take reasonable steps to resend the information, provide the correct instructions or otherwise complete delivery.
If the purchased digital product cannot be delivered or the delivery problem cannot be corrected, we will consider an appropriate remedy, which may include replacement delivery or a refund, taking account of the facts, the product terms and applicable law.
2. Activation failure or access problem
If an activation code fails, a licence does not activate, or access does not work as described, contact us with the order number, product name, the device or operating-system details relevant to the issue, the exact error message and a screenshot if useful. Do not send passwords, full payment-card details or card security codes. We may guide you through the listed activation steps, correct delivery details, reissue or reset activation information where supported, restore access, or provide another appropriate technical remedy.
If a material activation or access problem remains unresolved after reasonable troubleshooting, we will assess the issue against the product description and applicable law. Where the product cannot be made to work as promised, an appropriate remedy may include replacement or corrected access, or a refund where required or appropriate under the circumstances.
3. Duplicate payment or duplicate order
If your payment method appears to have been charged more than once for a single order, contact us with the order number and the transaction references or a redacted payment confirmation showing the duplicate entries. We will check the store order records and payment-provider information. If a duplicate charge is confirmed, the duplicated amount will be submitted for refund, normally to the original payment method where the provider supports it.
If you accidentally placed two separate orders for the same item, contact us as soon as you notice and identify both order numbers. If the duplicate order has not been fulfilled, we will review whether it can be cancelled and refunded. If both orders have already been delivered, we will assess the circumstances, the applicable product terms and any legal rights before deciding the appropriate remedy. A pending bank authorisation is not necessarily a completed second charge, so the payment provider may need to confirm its status.
4. Advertising placement not supplied as agreed
If an advertising placement was paid for but was not published, scheduled or otherwise supplied in accordance with the placement, duration or format confirmed for your order, contact us with the order number, placement name, agreed period or schedule, and details of the problem. We will review the order, campaign submission and delivery status.
Where IKOKETSO has not supplied the agreed placement, we will consider correcting the placement, arranging a replacement or make-good period, rescheduling it by agreement, or refunding the portion not delivered if the service cannot reasonably be corrected or replaced. The appropriate remedy will reflect what was purchased, what has already been delivered, the reason for the shortfall and applicable law.
Campaign delivery may be delayed where required artwork, a working destination URL, approvals or corrected materials have not been provided. If submitted material does not meet the stated requirements, we will request changes where appropriate. Cancellation after campaign preparation or placement has started will be assessed against work already completed, the listing and order terms, and applicable law. This does not limit remedies where IKOKETSO fails to deliver an agreed service.
5. Change of mind and cancellation requests
If you no longer want a product or placement, contact us as soon as possible and before activation, delivery, campaign preparation or publication where possible. Eligibility for a voluntary change-of-mind refund depends on the product or placement terms, the stage of fulfilment and applicable law. This section does not remove rights or remedies for a product that was not delivered, does not work as described, is defective, or for an advertising service that was not supplied as agreed.
6. How to request support or a refund
Email hello@ikoketso.co.bw and include your order number, the product or placement name, the date of the order, a concise explanation of the problem, and relevant error details or a redacted payment confirmation where applicable. We may ask for additional information reasonably needed to verify the order and investigate. Never send account passwords, full payment-card numbers or card security codes.
7. Approved refunds
Where a refund is approved, it will normally be sent to the original payment method where supported by the payment provider. The time for the refunded amount to appear depends on the payment provider and the financial institution. We will communicate if a different method or further information is needed. Keep your order confirmation and any payment reference until the matter is resolved.