Refund Policy

We want you to be satisfied with your digital product purchases. Refunds may be granted in the following situations: Valid Refund Reasons: • Product doesn't match the description provided by the seller • Technical issues prevent you from accessing or downloading the product • Product files are corrupted or incomplete • Seller fails to provide promised support or additional materials • Product violates our content policies Important Notes: • Refunds are evaluated on a case-by-case basis • We aim to resolve disputes fairly for both buyers and sellers • Digital products cannot be "returned" like physical items, so we rely on good faith from all parties

You have 2 days from the date of purchase to launch a dispute if you're not satisfied with your digital product. Why 2 Days? • Digital products can be evaluated quickly after download • Gives sellers reasonable protection against abuse • Allows sufficient time to test and review the product • Balances buyer protection with seller security How to Launch a Dispute: • Go to your purchase history in your account dashboard • Click "Report Issue" next to the relevant purchase • Provide detailed information about the problem • Upload screenshots or evidence if applicable • Our support team will review within 24 hours

When you launch a dispute, we follow a structured process to ensure fairness: Step 1: Initial Review (24 hours) • Our team reviews your dispute and evidence • We may contact you for additional information • Seller is notified and given chance to respond Step 2: Investigation (1-3 business days) • We examine the product and seller's description • Compare your complaint with the actual product • Review seller's response and any additional evidence • May involve technical testing if needed Step 3: Decision and Resolution • Decision communicated to both parties • If refund approved, processing begins immediately • If dispute denied, detailed explanation provided • Seller may offer alternative resolution (partial refund, product update, etc.)

When a refund is approved, here's what happens: Processing Timeline: • Refund approved within 3-5 business days of dispute resolution • M-Pesa refunds processed within 24-48 hours • You'll receive confirmation via email and SMS Refund Method: • Refunds processed through the same payment method used for purchase • M-Pesa refunds sent to the phone number used for payment • Full purchase amount refunded (including any transaction fees you paid) Seller Impact: • When we issue a refund, our commission is also refunded to the seller • Seller keeps their 60% share until refund is processed • Frequent refund requests may affect seller standing

To maintain fairness and prevent abuse, some situations are not eligible for refunds: Non-Refundable Situations: • Change of mind after downloading and reviewing the product • Buyer's technical limitations or device compatibility issues • Disputes launched after the 2-day window • Products that work as described, even if not what you expected • Requests without valid evidence or explanation Abuse Prevention: • Accounts with excessive refund requests may be reviewed • False or fraudulent disputes may result in account suspension • We monitor patterns to protect sellers from abuse • Repeat offenders may lose refund privileges

Sellers play a crucial role in preventing disputes through good practices: Accurate Descriptions: • Provide clear, honest descriptions of digital products • Include screenshots, previews, or samples where appropriate • Specify technical requirements or compatibility • List exactly what's included in the purchase Quality Assurance: • Test all files before uploading to ensure they work properly • Provide products in commonly supported formats • Include clear instructions for use when necessary • Respond promptly to buyer questions and support requests Dispute Response: • Respond to disputes within 24 hours when contacted • Provide evidence or clarification as requested • Work with buyers to resolve issues when possible • Maintain professional communication throughout the process

Help ensure smooth transactions by following these guidelines: Before Purchasing: • Read product descriptions carefully • Check seller ratings and reviews • Ask questions if anything is unclear • Verify compatibility with your devices or software After Purchasing: • Download and test products promptly • Contact the seller first for minor issues • Keep evidence of any problems (screenshots, error messages) • Launch disputes within the 2-day window if needed During Disputes: • Provide clear, detailed explanations of issues • Include relevant evidence or documentation • Respond promptly to requests for additional information • Maintain respectful communication with all parties

Not all disputes require full refunds. We encourage creative solutions: Alternative Resolutions: • Partial refunds for products that partially meet expectations • Product updates or corrections from the seller • Additional materials or support to address concerns • Store credit for future purchases Negotiated Solutions: • Sellers may offer alternative resolutions during disputes • Buyers can accept or decline alternative offers • Blyss facilitates communication but doesn't force agreements • Full refund remains available if alternatives are unsatisfactory Win-Win Outcomes: • We encourage solutions that satisfy both parties • Sellers maintain customer relationships • Buyers get value for their money • Platform maintains trust and reputation

If you disagree with a dispute decision, you have options: Appeal Eligibility: • Appeals accepted within 7 days of dispute decision • Must provide new evidence or information not previously considered • Appeals for procedural errors in the review process • Significant changes in circumstances since original decision Appeal Process: • Submit appeal through your account dashboard • Provide detailed explanation of why decision should be reconsidered • Include any new evidence or documentation • Senior support team reviews appeals within 5 business days Appeal Outcomes: • Original decision upheld (most common outcome) • Decision reversed and refund processed • Partial resolution or alternative solution offered • Appeal decisions are final with no further review

Need help with refunds or disputes? We're here to assist: Support Channels: • Email: refunds@blyss.co.ke • Phone: 0740 455 200 or 0773 739 080 • WhatsApp: 0740 455 200 or +254 746 403 888 • Help Center: Visit our FAQ section for common questions Response Times: • Dispute reviews: Within 24 hours • Email support: Within 48 hours • Phone support: Business hours (9 AM - 6 PM EAT) • WhatsApp: Business hours with faster response What to Include: • Your order number or transaction ID • Clear description of the issue • Screenshots or evidence when relevant • Your preferred resolution (if you have one)