Refund Policy

• inars, seminars, and other training events.
• Digital educational resources, learning materials, and downloadable products.
• School management, learning management, and other subscription-based digital services.
• Other paid products and services offered through our website or authorised payment channels.

Where a particular service has additional refund conditions, these will be communicated before purchase and will apply alongside this policy, provided they do not restrict statutory consumer rights.

3. General Refund Eligibility

Customers may qualify for a full or partial refund under circumstances including:

1. A payment was made more than once for the same transaction.
2. Payment was successfully processed, but the purchased service was not provided.
3. A technical problem attributable to our platform substantially prevents access to a paid service and cannot be resolved within a reasonable period.
4. Bertum Education and Career Hub cancels a paid programme, event, or service without providing an acceptable alternative.
5. A product or service materially differs from its advertised description.
6. A refund is required under applicable Kenyan consumer protection legislation.
7. Other exceptional circumstances where our management determines that a refund is appropriate.

Refund eligibility will depend on the service purchased, the circumstances surrounding the request, the extent to which the service has already been delivered, and applicable legal requirements.

4. Online Courses and Training Programmes

4.1 Before Course Access or Commencement

Customers who purchase a course but have not accessed its learning content or attended any training session may request a refund within 7 calendar days of purchase.

Eligible requests may receive a full refund, subject to any clearly disclosed and lawful conditions.

4.2 After Course Access or Commencement

Once a learner has accessed substantial course content, downloaded learning materials, or attended training sessions, refunds are not ordinarily provided for a change of mind.

However, refunds may be considered where:

• The course was significantly misrepresented.
• The course is cancelled by Bertum Education and Career Hub.
• Significant technical difficulties prevent participation and remain unresolved.
• The learner is otherwise legally entitled to a refund.

Where only part of a programme has been delivered, a proportionate refund may be considered based on the undelivered services.

4.3 Course Completion

Courses that have been substantially or fully completed are generally not eligible for discretionary refunds, except where required by law or justified by service-related failures.

5. Subscriptions and Membership Plans

This section applies to instructor subscriptions, institutional subscriptions, software access plans, memberships, and other recurring services.

5.1 Subscription Cancellation

Subscribers may request cancellation of their subscriptions at any time.

Unless otherwise specified in the subscription terms:

• Cancellation prevents future renewals once processed.
• Access to paid features may continue until the end of the current paid subscription period.
• Unused portions of an active subscription period are generally non-refundable for voluntary cancellations.
• Statutory refund and cancellation rights remain unaffected.

5.2 Automatic Renewals

Where automatic renewal is offered, renewal terms, applicable charges, and cancellation procedures will be disclosed before the subscriber agrees.

Customers who believe an automatic renewal charge was unauthorised or incorrectly processed should contact our support team promptly.

5.3 Subscription Service Failures

Where a subscriber cannot access paid features because of a significant unresolved problem attributable to our services, we may offer an extension of the subscription, a service credit, or a partial or full refund, as appropriate.

Any mandatory legal refund rights will take precedence over these discretionary remedies.

6. Consultancy, Coaching, and Career Guidance Services

Payments for career counselling, educational consultancy, mentorship, coaching, and similar professional services are subject to the following conditions:

• Before service commencement: A refund may be requested if the customer cancels at least 48 hours before the scheduled appointment.
• Late cancellations: Requests made less than 48 hours before an appointment may be assessed individually, taking into account preparation work and costs already incurred.
• After service delivery: Refunds are generally not provided for services properly delivered as agreed.
• Service cancellation by Bertum: Customers will be offered rescheduling or a refund for the affected undelivered service.

Refunds may also be granted where the service was materially misrepresented, was not delivered as agreed, or where required by applicable law.

7. Digital Products and Downloadable Materials

Digital products may include e-books, templates, educational documents, downloadable resources, software licences, and other electronic learning materials.

Because digital products can be accessed or downloaded immediately, refunds for change of mind are generally not available once the product has been successfully accessed or downloaded.

However, customers may qualify for a refund where:

• The digital product is defective or unusable.
• The purchased product was not delivered.
• The product materially differs from its advertised description.
• A technical problem attributable to our systems prevents access and cannot be resolved.
• Applicable consumer protection law requires a refund.

Customers experiencing technical problems are encouraged to contact us so we can attempt to resolve the issue promptly.

8. Workshops, Webinars, and Events

For paid workshops, seminars, webinars, and other organised events:

• Refund requests submitted at least 7 calendar days before the event may be eligible for a full refund.
• Requests submitted less than 7 days before the event may be considered depending on the circumstances and any disclosed event-specific conditions.
• Failure to attend an event without prior cancellation does not ordinarily qualify for a discretionary refund.
• If Bertum Education and Career Hub cancels an event, customers may choose a full refund or an alternative event where available.

These conditions do not limit any statutory cancellation or refund rights.

9. Payments Made to Third Parties

Some services may involve independent instructors, educational institutions, service providers, or external payment platforms.

Where Bertum Education and Career Hub acts as the direct seller or payment recipient, we will handle refunds in accordance with the applicable transaction terms and legal obligations.

Where payment is made directly to an independent third-party provider, that provider’s disclosed refund terms may also apply.

We will assist customers in identifying the appropriate refund process where reasonably possible.

10. Non-Refundable Payments

Subject to applicable law, the following payments are generally not eligible for discretionary refunds:

• Services fully delivered as agreed.
• Courses substantially completed or consumed.
• Digital products successfully delivered and accessed.
• Voluntary subscription cancellations after substantial use of the current billing period.
• Charges for completed consultancy sessions.
• Administrative or third-party charges clearly disclosed as non-refundable before payment, where legally permissible.

Nothing in this section excludes refunds required by law, including remedies arising from unauthorised charges, misleading representations, defective services, or failure to deliver purchased products or services.

11. How to Request a Refund

Customers wishing to request a refund should contact our support team using the contact details below.

Please provide:

1. Your full name.
2. The email address associated with your account or purchase.
3. The name of the course, subscription, product, or service purchased.
4. The transaction reference number or payment confirmation.
5. The date of payment and amount paid.
6. A brief explanation of the refund request.
7. Relevant supporting documentation, where necessary.

Refund Contact Information

Bertum Education and Career Hub

Email: info@bertumeducationandcareerhub.com

Phone: +254 795 287 496

Communication Channels: SMS, Phone Calls, and WhatsApp

Website: https://bertumeducationandcareerhub.com/

Customers should never disclose passwords, PINs, or one-time verification codes when requesting refunds.

12. Refund Review and Processing

We aim to acknowledge refund requests within 3 business days after receipt.

Where sufficient information has been provided, we aim to communicate a decision within 7 business days.

Approved refunds will ordinarily be initiated within 14 business days, or sooner where required by law.

Actual receipt of refunded funds may depend on the relevant bank, mobile money provider, payment processor, or payment method.

Where additional investigation is necessary, customers will be informed of the reason for the delay.

These administrative timeframes do not override any shorter statutory deadlines.

13. Refund Payment Methods

Approved refunds will normally be issued through the original payment method, where technically possible and legally appropriate.

Refund methods may include:

• M-Pesa or other supported mobile money services.
• Bank transfers.
• Debit or credit card reversals.
• Other supported payment channels.

Where the original payment method is unavailable, an alternative secure refund method may be arranged after reasonable verification.

Refunds will generally be made in the currency of the original payment, subject to applicable payment-processing arrangements.

14. Chargebacks and Payment Disputes

Customers who believe they have been charged incorrectly are encouraged to contact Bertum Education and Career Hub for assistance.

Customers retain the right to raise legitimate payment disputes with their banks, mobile money providers, or payment processors.

We may provide relevant transaction records to authorised financial institutions where necessary to investigate a dispute, in accordance with applicable data protection requirements.

15. Changes to Courses, Programmes, and Services

Bertum Education and Career Hub may occasionally modify course schedules, instructors, learning resources, service features, or programme delivery arrangements for legitimate operational or educational reasons.

Where a change materially affects a purchased service, affected customers will be informed and appropriate remedies will be considered, including alternatives or refunds where applicable.

Changes will not be used to unfairly deprive customers of services they have already paid for.

16. Consumer Rights and Applicable Law

This Refund Policy is governed by the applicable laws of the Republic of Kenya, including the Consumer Protection Act, 2012, and other relevant consumer protection legislation.

Nothing in this policy is intended to exclude, restrict, or override any non-excludable rights or remedies available to consumers under applicable law.

Where this policy conflicts with mandatory legal requirements, the applicable law will prevail.

Customers may also seek assistance from competent consumer protection authorities or pursue other remedies available under Kenyan law.

17. Policy Amendments

Bertum Education and Career Hub reserves the right to update this Refund Policy to reflect changes in our services, business operations, payment arrangements, or applicable legal requirements.

Updated versions will be published on our official website with a revised effective date.

Changes will not retrospectively remove refund rights that have already arisen or otherwise unlawfully alter existing contractual obligations.

18. Contact Us

For refund requests, payment concerns, cancellations, or questions regarding this policy, please contact:

Bertum Education and Career Hub

Email: info@bertumeducationandcareerhub.com

SMS, Calls & WhatsApp: +254 795 287 496

Website: https://bertumeducationandcareerhub.com/

Country: Kenya

We are committed to addressing customer concerns professionally, fairly, transparently, and within a reasonable timeframe.

Bertum Education and Career Hub — Empowering Learning, Skills, and Career Development.