Cowa Business Centre and Market Hub
Website: https://cowa.co.ke
Email: admin@cowa.co.ke
Effective date: 21 October 2026
1. Introduction
Cowa Market Hub provides an online marketplace where customers can purchase digital products, eBooks, online courses, event tickets, coaching and consultation services, clothing, printed books, electronics, home appliances and other approved products.
This Refund and Cancellation Policy explains how customers may request cancellations, refunds, replacements or other remedies when a purchase does not go as expected.
This policy applies to purchases made through https://cowa.co.ke. It should be read together with Cowa’s Terms and Conditions, Payment, Commission and Vendor Payout Policy, Shipping and Delivery Policy, and any relevant product-specific terms.
Nothing in this policy limits any consumer rights that cannot lawfully be excluded under applicable Kenyan law.
2. General Refund Principles
Every refund request will be assessed according to the circumstances of the transaction, the nature of the product or service, the information provided at the time of purchase and applicable law.
A refund or other remedy may be considered where:
- A customer was charged more than once for the same order.
- Payment was confirmed but the order was not delivered or made available.
- A product is materially different from its description.
- A physical product arrives damaged, defective or incorrect.
- A vendor fails to provide a purchased service or fulfil an order.
- A transaction was unauthorised or incorrectly processed.
- A refund is otherwise required by law or approved by Cowa under the applicable circumstances.
Customers should provide the order number, payment reference, a description of the issue and any relevant supporting evidence.
3. Digital Products and eBooks
Digital products may include eBooks, downloadable documents, audio files, digital resources and other electronically supplied content.
Customers should review product descriptions, previews, format requirements and access conditions before purchasing.
Where a digital product has been delivered or downloaded, a change of mind alone may not qualify for a refund, subject to applicable law.
A refund or other appropriate remedy may be considered where:
- The purchased file is missing or cannot be accessed after reasonable troubleshooting.
- The delivered content is materially different from the advertised product.
- The file is corrupted or unusable and the vendor cannot provide a working replacement.
- The same order was charged more than once.
- A refund is required by applicable law.
Where possible, Cowa or the vendor may first attempt to resolve the issue by providing the correct file, restoring access or supplying a suitable replacement. This does not remove a customer’s legal entitlement to a refund or another remedy where one is required.
4. Online Courses and Training
For online courses and training materials, customers should review the course description, syllabus, delivery format, access period and any prerequisites before purchasing.
Refund requests may be considered where access is not provided, the purchased course is materially different from its description, or the service is not supplied as agreed.
Where course access has already been provided, a refund will be assessed based on the circumstances, the applicable course terms and the customer’s rights under Kenyan law.
Any special refund conditions must be disclosed clearly before purchase and must not unlawfully restrict consumer rights.
5. Event Tickets
Event tickets may be subject to event-specific cancellation, rescheduling and admission conditions disclosed before purchase.
If an event is cancelled by the organiser, customers will be informed of the applicable refund or alternative arrangements. Where a refund is due, the amount and process will be communicated to affected customers.
If an event is rescheduled, the organiser’s stated arrangements and applicable law will determine whether a refund or ticket transfer is available.
Customers who cannot attend an event should contact Cowa or the event organiser as early as possible. A personal change of plans does not automatically guarantee a refund unless the ticket terms or applicable law provide otherwise.
6. Coaching, Consultations and Bookable Services
Customers should review the service description, booking date, time, duration, rescheduling rules and cancellation conditions before paying.
Customers who wish to cancel or reschedule a booking should contact the vendor or Cowa as early as possible.
Refund requests may be considered where:
- The vendor fails to attend or provide the booked service.
- The service materially differs from what was advertised.
- A booking was duplicated or incorrectly charged.
- A refund is required by applicable law.
Where a customer misses a scheduled session or requests a late cancellation, the outcome will depend on the disclosed booking terms and the circumstances. Any non-refundable deposit or cancellation fee must have been clearly disclosed before purchase and must comply with applicable law.
7. Physical Products
Physical products may include clothing, printed books, electronics, home appliances and other goods offered by vendors.
Customers should inspect their orders upon delivery and report damage, defects, missing items or incorrect products as soon as reasonably possible.
Depending on the circumstances, the available remedy may include:
- Replacement of the item.
- Repair, where appropriate.
- Delivery of a missing item.
- A partial or full refund.
- Another remedy required by applicable law.
Customers may be asked to provide photographs, order details or other reasonable evidence to help investigate a claim.
Products should be returned only after receiving return instructions from Cowa or the relevant vendor. Customers should retain proof of dispatch or delivery for any authorised return.
Return shipping arrangements and responsibility for associated costs will be communicated to the customer in accordance with the circumstances, the applicable listing and relevant law.
Nothing in this policy removes statutory remedies for defective, unsafe, misrepresented or otherwise non-compliant goods.
8. Order Cancellations
Customers who wish to cancel an order should contact Cowa or the relevant vendor as soon as possible, quoting their order number.
Cancellation may be possible before an order has been processed, dispatched, downloaded or fulfilled. However, cancellation availability depends on the product or service and the stage of fulfilment.
Once a physical item has been dispatched or a digital product has been supplied, the request will be assessed under the relevant provisions of this policy and applicable law.
Vendors may cancel orders where fulfilment is impossible, a listing is unavailable or another legitimate reason applies. Customers should be notified of the cancellation and any refund due.
Cowa may cancel or suspend a transaction where payment cannot be verified, fraud is reasonably suspected, a listing is unlawful or another legitimate operational or legal reason applies.
9. M-Pesa and IntaSend Payments
Payments made through M-Pesa or another payment method enabled through IntaSend are subject to transaction verification and the relevant payment provider’s procedures.
A customer who believes they have been charged incorrectly should contact Cowa at admin@cowa.co.ke and provide the order number and payment transaction reference.
Where a refund is approved, Cowa will communicate the intended refund method and process the refund through an available and appropriate channel, subject to payment-provider requirements.
Refund processing times may vary. A refund request is not considered completed until the relevant refund or reversal has been processed and confirmed.
Customers should not share their M-Pesa PIN, banking password or other confidential payment credentials with Cowa or a vendor.
10. Duplicate, Failed and Pending Payments
If a customer believes they have been charged twice for one order, they should report the issue with the relevant transaction references.
Where a payment is pending or has failed, customers should verify the transaction status before attempting another payment to avoid possible duplicate charges.
Cowa will investigate reported duplicate charges and, where confirmed, arrange an appropriate correction or refund.
A payment notification alone does not establish that an order was successfully completed. Cowa may verify the transaction with its payment provider before taking action.
11. Refund Processing and Vendor Commission
Approved refunds will be assessed against the original order and transaction records.
Where a refund affects a vendor’s sale, Cowa may adjust the associated commission and vendor earnings in accordance with the Payment, Commission and Vendor Payout Policy and the applicable vendor agreement.
If a vendor has already received funds for a refunded or reversed order, Cowa may make an appropriate adjustment to future eligible earnings or pursue another lawful recovery arrangement, subject to applicable law and the vendor’s agreed terms.
Customers will not be required to resolve internal commission or vendor payout disagreements themselves.
12. How to Request a Refund
To request a refund or cancellation, contact:
Cowa Business Centre and Market Hub
Email: admin@cowa.co.ke
Website: https://cowa.co.ke
Please include:
- Your name and order number.
- The product or service purchased.
- The date of purchase.
- The payment reference, where available.
- A clear explanation of the issue.
- Supporting evidence, if relevant.
Cowa may contact the customer or vendor for further information. We aim to acknowledge and review requests within a reasonable period and communicate the next steps.
Customers should keep their order confirmation and payment records until the matter is resolved.
13. Abuse of the Refund Process
Cowa may investigate repeated, inconsistent or potentially fraudulent refund claims. Where there is credible evidence of abuse, Cowa may take proportionate action permitted by law and the applicable marketplace terms.
This provision will not be used to deny legitimate refunds or remedies to which a customer is legally entitled.
14. Policy Updates
Cowa may update this policy to reflect changes in marketplace operations, product categories, payment methods or applicable legal requirements.
The current version will be published on https://cowa.co.ke. Material changes will be communicated where reasonably appropriate.
15. Contact Information
For refund, cancellation, replacement or payment queries, contact:
Cowa Business Centre and Market Hub
Email: admin@cowa.co.ke
Website: https://cowa.co.ke
Every Cent Must Be Accounted For.