Refunds and Returns Policy – Terms and Conditions for Benda Online

Last Updated: 01 November 2025

Thank you for choosing Benda Online for your digital services and products. We strive to provide excellent service and clear terms for our transactions. Please read our Refunds and Returns Policy carefully before making a purchase.

By engaging with our services and making a purchase, you agree to these terms and conditions.

1. Our Services and Products

Benda Online specializes in providing various digital services (e.g., digital document preparation, online application assistance, other related online solutions) and digital products (e.g., e-books, templates, software licenses, digital art, courses, downloadable content). Due to the nature of digital offerings and the immediate commencement of work or access, our refund policy is structured as follows:

2. Refund Policy

We understand that circumstances can change, and we aim to be fair in our refund process while also accounting for the digital and service-based nature of our offerings.

a. Full Refund Eligibility (Services):
* A full refund will be issued for digital services if work on your order has not yet commenced.
* Requests for a full refund must be submitted within [e.g., 24 hours] of purchase or before any initial work (e.g., preliminary checks, document review, account setup) begins, whichever comes first.

b. No Refund After Work Commencement (Services):
* No refund will be issued for digital services once work on your order has started. This includes, but is not limited to, initial processing, document verification, consultation, or any active steps taken by Benda Online personnel to fulfill your request.
* By purchasing our services, you acknowledge and agree that the value of our work begins immediately upon commencement, and as such, services are non-refundable once initiated.

c. No Refund After Successful Record Generation (Services):
* For digital services that involve the generation of official government records, such as a KRA PIN or any other government-issued identification or certificate, no refund will be issued after the successful generation and verification of such a record.
* This is because the successful generation of a government record constitutes the complete fulfillment of that specific service, and such records are immutable and officially lodged.

d. Digital Product Refunds:
* Generally, all sales of digital products are final and non-refundable. This is due to the inherent nature of digital goods, which can be instantly downloaded, accessed, or replicated upon purchase, making returns impractical.
* Exceptions (at Benda Online’s sole discretion): A refund for a digital product may be considered only in specific, limited circumstances, such as:
* The product is proven to be entirely non-functional or corrupt and we are unable to provide a working version or suitable solution within a reasonable timeframe.
* There was a clear duplicate purchase due to a system error.
* The product description was materially misleading, and the product delivered is fundamentally different from what was advertised.
* Any request for a digital product refund must be made within 2 days of purchase and clearly state the issue. We reserve the right to investigate the claim and may require evidence (e.g., screenshots, error messages).

3. Client Responsibilities

a. Provision of Correct Details (Services):
* For digital services, the client is solely responsible for providing accurate and correct identification details, contact information, and all other required data necessary for the completion of the service.
* Benda Online will process orders based on the information provided by the client. We are not responsible for any delays, rejections, or errors that arise from incorrect, incomplete, or misleading information supplied by the client.
* Should errors occur due to incorrect client-provided information, additional charges may apply for rectification, re-submission, or re-processing, and no refund will be available for the initial service fee.

b. Compatibility and System Requirements (Digital Products):
* For digital products, it is the client’s responsibility to ensure that their device and system meet any stated minimum requirements before purchase. Benda Online is not responsible for incompatibility issues arising from the client’s system not meeting specified requirements, and such issues do not constitute grounds for a refund.

c. Communication:
* It is the client’s responsibility to respond promptly to any requests for additional information or clarification from Benda Online to facilitate the timely completion of the service or troubleshooting of a product. Delays caused by lack of client response are not grounds for a refund.

4. Data Handling and Security

a. Secure Data Handling:
* Benda Online is committed to protecting your privacy. All personal data and sensitive information provided by you are handled securely and in accordance with our Privacy Policy. We employ appropriate technical and organizational measures to safeguard your data.

b. Data Deletion:
* Your data will be securely deleted from our operational systems after the successful completion of your order for services or after product delivery.
* Exception: Data may be retained for official record-keeping purposes as required by law (e.g., financial transaction records, audit trails) for a period specified by relevant regulations. This retention is strictly for compliance and will not be used for any other purpose.

5. How to Request a Refund (If Eligible)

If you believe you are eligible for a refund based on the terms outlined above, please contact us immediately with your order details:

Please provide your order number and a clear explanation of why you are requesting a refund, including any relevant evidence for digital product claims. Our team will review your request in accordance with this policy.

6. Changes to This Policy

Benda Online reserves the right to modify this Refunds and Returns Policy at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services and purchase of our products after any such changes constitutes your acceptance of the new policy.

7. Contact Us

For any questions or concerns regarding our Refunds and Returns Policy, please contact us: