1.The promise
You will never pay for a digital product on Umoja and be left with nothing. If delivery fails, we re-send it. If we cannot deliver it, we refund you.
This is a delivery guarantee, not a returns policy. A file arrives the moment you pay and cannot be given back, so we do not offer change-of-mind refunds — we guarantee that what you paid for reaches you.
2.You have 72 hours
The window to raise a problem closes 72 hours after payment. It opens immediately — a download that fails in the first minute can be reported in the first minute.
The window is short because these are digital goods: a file either arrived and worked, or it did not, and you know which within a day. Waiting longer does not produce a better answer, and it leaves creators unable to be paid for work that was delivered.
Your download link itself stays valid for 48 hours and can be reissued from your account at any time while the account is open. An expired link is not a delivery failure — just request a new one.
3.What you can raise
- You did not receive it — payment went through and no usable file reached you.
- It is not as described — what you received is materially different from what the listing promised.
- The file is faulty — it is corrupt, incomplete, or will not open.
- Something else — tell us in your own words and a person will read it.
4.How to raise it
Open your order and choose to report a problem. You will need your order reference and the email address you bought with — the same pair that opens the order itself. If you are signed in, your orders are in your account.
One dispute per order at a time. While it is open the order is marked disputed, so nothing else moves on it.
5.What happens next
First, we try re-delivery. Most reported problems are a delivery failure — an email that bounced, a link that expired, a download that broke mid-transfer. We issue a fresh link automatically and email it to you. That usually settles it within minutes, without anyone waiting on a human.
If re-delivery cannot help, a person reviews it. Where there is no file to re-send, or where re-delivery fails, or where your complaint is about the product rather than its delivery, the dispute is escalated to our team. We look at the order, the product and what you have told us, and we may ask the creator for their account.
Then we decide. Either the re-delivery resolved it, or we refund you. We tell you the outcome by email either way.
6.How a refund reaches you
Refunds go back through the same payment method you used, since that is the only route a payment provider will reverse along. Timing is the provider’s, not ours: mobile money is usually quick, and card refunds can take several working days to appear on a statement.
A refunded purchase ends your licence to the product, and any active download link for it is revoked.
7.What this means for creators
When a sale is refunded, the earnings from it are reversed out of your wallet. If the balance no longer covers it, the shortfall comes out of later earnings rather than being demanded from you.
The best protection against disputes is in your control: upload the complete, working file, and describe it accurately. Nearly every dispute we see is either a delivery failure — which re-delivery fixes and costs you nothing — or a listing that promised more than the file contained.
If a dispute is escalated on one of your sales we will ask for your side before deciding, and a payout covering the disputed sale may be held until it closes.
8.If you disagree with the outcome
Reply to the decision email and tell us why. A different person will look at it. Nothing here affects the rights you have as a consumer under Kenyan law, including your rights against the seller.
Please do use this process before asking your bank for a chargeback — it is faster, and a chargeback on a product that was delivered can go against the creator who did nothing wrong.