Refund Policy

This Refund Policy applies to digital products and professional resources sold by Elcorp Namibia and its divisions, including ELCORP HEALTH.

Because our products are primarily delivered electronically, refund eligibility may differ from refunds for physical goods.

Many Elcorp Namibia products are digital files or digital resources that may become available immediately after payment.

Once a digital product has been successfully delivered, downloaded, accessed or otherwise made available to the customer, refunds are not automatically guaranteed solely because the customer changes their mind.

Any mandatory consumer rights that apply under applicable law remain unaffected.

We may consider a refund where a customer was charged incorrectly, paid more than once for the same transaction, did not receive access to the purchased product because of a delivery failure that we are unable to correct, or received a materially different product from the product described at the time of purchase.

Refunds may also be considered where the digital files supplied are technically unusable and the issue cannot reasonably be corrected through replacement files, troubleshooting or another appropriate remedy.

A refund will normally not be approved simply because a customer changes their mind after receiving access to the digital product.

Refunds are also normally not available where a customer purchased the wrong product without reviewing the product description, lacks software required to open a clearly disclosed file format, no longer needs the resource, or expected features that were not included in the product description.

Unauthorised redistribution, licence violations, misuse of downloaded files or attempts to obtain both continued product access and a refund may also result in a refund request being refused, subject to applicable law.

If you believe that you were charged more than once for the same purchase or that the amount charged differs from the amount shown during checkout, contact us as soon as reasonably possible.

We may request the order number, transaction reference, purchase email address or other information needed to verify the payment.

If you successfully complete a purchase but do not receive access to the digital product, contact us before requesting a refund.

Where possible, we will first attempt to resolve the issue by restoring access, resending the download link, correcting account information or providing replacement files.

If we are unable to provide the purchased product within a reasonable period, a refund may be considered.

If a downloaded file is damaged, corrupted or cannot be opened as intended, contact us with a clear description of the problem.

Where appropriate, we may provide a replacement file, an updated version, troubleshooting assistance or another reasonable solution before determining whether a refund is necessary.

Customers are responsible for reviewing the product description and any stated file formats, software requirements or compatibility information before purchase.

Where compatibility requirements were clearly disclosed before purchase, incompatibility with a customer's device or software will not normally qualify for a refund unless applicable law requires otherwise.

To help us assess a refund request, customers should provide their full name, the email address used for the purchase, the product name, the order or invoice reference where available, the purchase date and a clear explanation of the problem.

We may request reasonable additional information where necessary to verify the transaction or investigate the issue.

Customers should submit refund requests as soon as reasonably possible after identifying a problem with a purchase.

Where a specific refund period is displayed on a product page or checkout page, that stated period may apply in addition to this policy.

Mandatory statutory rights are not limited by a shorter voluntary refund period where applicable law provides otherwise.

Approved refunds will normally be returned through the original payment method or through the payment platform that processed the transaction.

Processing times may vary depending on the payment provider, financial institution, currency and customer location.

Elcorp Namibia cannot guarantee how quickly a bank, card issuer or other payment provider will make an approved refund visible in the customer's account.

Elcorp Namibia may use a third-party commerce or payment platform to process digital product purchases.

Where that platform acts as merchant of record or otherwise controls transaction processing, refunds may also be subject to its processes, legal obligations and payment-provider rules.

We may need to coordinate with the payment platform when reviewing or processing a refund request.

Products purchased using discounts, promotional offers or coupon codes remain subject to this Refund Policy unless the promotion states otherwise.

Where a refund is approved, the amount refunded will normally reflect the amount actually paid for the product rather than its undiscounted price.

Where several digital products are sold as a bundle, refund eligibility may be assessed for the bundle as a whole depending on how access and delivery occurred.

We are not required to treat individual components of a bundle as separate purchases unless the applicable product terms or law require this.

Where a full refund is issued for a digital product, any licence granted for that refunded product may end.

The customer may be required to stop using and distributing authorised copies of the refunded product and delete downloaded copies where reasonably applicable.

Customers are encouraged to contact Elcorp Namibia first when they believe there is a genuine problem with a purchase so that we can attempt to resolve the matter.

Fraudulent, abusive or misleading payment disputes may result in suspension of product access or future purchasing privileges, subject to applicable law and payment-provider rules.

Nothing in this Refund Policy is intended to remove or restrict rights that cannot lawfully be excluded under applicable consumer-protection laws.

Where mandatory legal rights provide a customer with greater protection than this voluntary policy, those legal rights will apply.

We may update this Refund Policy as our products, delivery methods, payment arrangements or business practices change.

The current version will be published on this page together with its effective date.