Effective Date: June 23, 2026 | Version 1.0
IMPORTANT NOTICE: This policy outlines the minimum standards for refunds and cancellations on the Circlepoint platform. Responsibility for honouring these obligations lies primarily with the Creator, though Circlepoint may intervene if a Creator fails to comply.
1.1 Circlepoint is a marketplace platform facilitating transactions between Creators and Buyers. While Circlepoint is not directly a party to individual transactions, we are committed to ensuring that all Users have a fair and transparent experience in line with the Consumer Protection Act and applicable Kenyan consumer law.
1.2 Responsibility for honouring refund and cancellation obligations lies primarily with the Creator. Circlepoint may intervene in disputes where a Creator fails to comply with these minimum standards.
2.1 General Rule – No Refund After Delivery: Due to the intangible and instantly accessible nature of digital products, purchases of digital files are generally non-refundable once the product has been delivered to the Buyer's email or made accessible for download.
2.2 Exceptions — Refund Shall Be Granted: Notwithstanding clause 2.1, a full refund will be issued where:
2.3 Refund Request Window: Refund requests based on the exceptions above must be submitted within seven (7) calendar days of the purchase date. Requests submitted after this period will not be considered unless Circlepoint determines exceptional circumstances exist.
3.1 Cancellation by Buyer: Buyers who cancel a confirmed booking session shall be entitled to the following:
| Cancellation Notice Period | Refund Entitlement |
|---|---|
| More than 48 hours before the session | Full refund (100%) |
| 24 to 48 hours before the session | 50% refund |
| Less than 24 hours before the session | No refund (unless extenuating circumstances) |
| No-show (Buyer fails to attend) | No refund |
3.2 Cancellation by Creator: If a Creator cancels a confirmed booking, the Buyer is entitled to a full refund (100%), which shall be processed within five (5) business days. Creators who repeatedly cancel confirmed bookings may be subject to platform sanctions.
3.3 No-Show by Creator: If a Creator fails to appear for a confirmed booking without prior notice, the Buyer is entitled to a full refund and may additionally file a dispute through Circlepoint's dispute resolution process.
4.1 Fan donations made to Creators through the Platform are voluntary and non-refundable by their nature. Donors are advised that donations do not entitle them to any goods, services, or Creator Content unless explicitly stated by the Creator at the time of the donation.
4.2 Notwithstanding clause 4.1, where a donation was made as a result of fraudulent misrepresentation by a Creator, or due to an unauthorised transaction (i.e., the Buyer's payment method was used without their consent), the donation may be reversed following a successful dispute investigation.
5.1 Subscriptions: Paid newsletter and community memberships are billed on a recurring basis (monthly or as specified by the Creator). Subscribers may cancel their subscription at any time through their account settings.
5.2 Cancellation Effect: Cancellation of a subscription takes effect at the end of the current billing cycle. No refund will be issued for the remaining days of the current billing period, except where:
5.3 Refund for Unused Subscription: Where any of the exceptions in clause 5.2 apply, Buyers may request a pro-rated refund for the unused portion of their subscription through the dispute process (see our Dispute Resolution Policy).
6.1 All refund requests must be submitted through one of the following channels:
6.2 Your refund request must include: (a) your full name and registered email address; (b) the Transaction ID or Order ID; (c) the date of purchase; (d) the reason for the refund request; and (e) any supporting evidence (screenshots, correspondence, etc.).
6.3 Upon receipt of a valid refund request, Circlepoint will acknowledge receipt within two (2) business days and aim to resolve the matter within seven (7) to fourteen (14) business days, subject to the complexity of the case.
| Payment Method | Expected Refund Timeline |
|---|---|
| M-PESA | 1 – 3 business days |
| Debit / Credit Card (via Paystack) | 5 – 10 business days (subject to issuing bank) |
| PayPal (when available) | 3 – 7 business days |
Approved refunds will be returned to the original payment method used for the purchase. Platform service fees (4%) are non-refundable once a transaction has been processed, except in the case of duplicate charges or fraudulent transactions.
8.1 Creators may establish their own refund policies for their products and services, provided such policies are not less favourable to Buyers than the minimum standards set out in this Policy.
8.2 Creators must clearly display their refund policy on their Circlepoint profile page before offering any products or services. Failure to do so will result in this Policy applying as the default.
8.3 Circlepoint reserves the right to override a Creator's refund policy where the Creator's stated terms violate applicable consumer protection laws or Circlepoint's platform standards.
9.1 If a Buyer initiates a chargeback through their bank or card issuer without first attempting to resolve the matter through Circlepoint's refund process, Circlepoint reserves the right to recover the disputed amount from the Creator's available balance pending resolution.
9.2 Creators are encouraged to provide clear product descriptions, delivery confirmations, and receipts to minimise chargeback risk. Repeated or frivolous chargebacks by Buyers may result in account restrictions.
Circlepoint Limited — Support Team
P.O. Box 35, 00100 – GPO Nairobi, Kenya
Email: info@circlepoint.co.ke
Phone: +254 716 959 152 / +254 746 234 742
Website: www.circlepoint.co.ke
© 2026 Circlepoint Limited. All rights reserved. Last revised: June 23, 2026.