Overview
At KnowitTution, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the conditions under which refunds may be requested and processed for services purchased on our platform.
Important: Due to the digital and instant nature of most services, refunds are processed on a case-by-case basis and subject to verification.
Wallet Funding
Non-Refundable
Wallet credits are generally non-refundable once successfully added to your account. However, exceptions may apply in the following cases:
- Duplicate transactions (same amount charged multiple times)
- Technical errors resulting in incorrect wallet credit
- Unauthorized transactions reported within 10 hours
Refund Timeline
If your wallet funding refund is approved, it will be processed within 5-7 business days to your original payment method.
Airtime & Data Services
Eligible for Refund
- Service not delivered within 48 hours
- Wrong amount or network delivered due to system error
- Double charging for the same transaction
Not Eligible for Refund
- Wrong phone number entered by user
- Services successfully delivered to the specified number
- User's network provider issues
- Change of mind after successful delivery
Action Required: Report failed airtime/data purchases within 24 hours with transaction reference for investigation.
Scratch Cards & E-PINs
Eligible for Refund
- PIN not delivered within 2 hours of purchase
- Invalid or already-used PIN delivered
- Duplicate purchase within same transaction
Not Eligible for Refund
- PIN already revealed/used by customer
- Wrong exam type selected by user
- PIN expired due to examination board policies
- Customer error in PIN application
Verification Process: All scratch card refund requests require verification with the issuing examination board and may take 7-14 business days.
Electricity Bills
Eligible for Refund
- Token not delivered within 72 hours
- Wrong meter number due to system error (with proof)
- Token validation failure confirmed by DISCO
Not Eligible for Refund
- Incorrect meter number entered by user
- Token successfully loaded on meter
- DISCO-related issues outside our control
Practice Exams & Learning Materials
Practice exam access and learning materials are non-refundable once accessed or downloaded. We offer free trial questions to help you make an informed decision before purchase.
How to Request a Refund
- Submit Request: Contact our support team via email at support@knowittution.com or through the Help Center
- Provide Details: Include your transaction reference, account email, service type, and issue description
- Attach Evidence: Screenshots, receipts, or error messages (if applicable)
- Wait for Review: Our team will investigate within 24-48 hours
- Receive Decision: You'll be notified via email of approval or denial with reasons
- Refund Processing: Approved refunds credited to wallet or original payment method within 5-7 business days
Refund Processing Time
- Wallet Refund: Instant to 24 hours after approval
- Bank Account/Card Refund: 5-7 business days
- Investigation Period: 24-48 hours for standard cases, up to 14 days for complex cases
Fraud Protection
We reserve the right to deny refund requests that appear fraudulent or abusive. Multiple refund requests or patterns of suspicious activity may result in account suspension pending investigation.
Policy Changes
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after changes constitutes acceptance of the modified policy.