Refund Policy

1. Digital Goods Policy

Ekawe is a digital publishing platform. Once a reader has gained access to a digital publication, the purchase is generally considered final. Because digital content is delivered and accessible immediately upon purchase, we do not offer returns in the traditional sense.

2. Eligibility for Refunds

Refunds may be considered under the following exceptional circumstances:

• Technical Failure — if the file is corrupted or inaccessible due to a platform-side error that cannot be resolved within 48 hours of being reported.
• Duplicate Purchase — accidental double-billing for the same material within the same billing cycle.
• Content Unavailability — if a publication is removed by the creator before the reader has had a reasonable opportunity to access it.

3. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• The reader has already accessed or downloaded the content.
• The request is based on a change of mind after purchase.
• The content was accurately described at the time of purchase.
• The request is submitted more than 7 days after the purchase date.

4. How to Request a Refund

To submit a refund request, please follow these steps:

• Visit the Ekawe Support Portal within 7 days of your purchase.
• Provide your transaction reference number and the email address associated with your account.
• Include a clear description of the issue and any supporting evidence (e.g. screenshots of errors).
• Our support team will review your request and respond within 3–5 business days.

5. Refund Processing

Approved refunds will be returned to the original payment method used at the time of purchase. Processing times vary depending on your payment provider but typically take 5–10 business days after approval.

6. Impact on Creator Payouts

When a refund is approved for a purchase, the corresponding creator payout for that transaction will be reversed or withheld. Creators are notified of any refund decisions that affect their earnings.

7. Disputes

If you believe a refund decision was made in error, you may escalate your case through the Support Portal. We are committed to resolving disputes fairly and transparently.

8. Contact Us

For any questions about this policy or to initiate a refund request, please contact our support team through the Ekawe Support Portal. We aim to respond to all enquiries within 2 business days.