Refund Policy

We stand behind what we make. When something isn't right, we fix it — fast, and without a fight. This policy sets out exactly what is refundable across the Kapture Store, our services, the Academy and our Events, how to claim, and how quickly your money comes back.

1. The short version

• Digital products: faulty files replaced or refunded within 7 days; otherwise final once downloaded.
• Physical goods: inspect before you pay the balance; 14-day return for defects after delivery.
• Services: deposit non-refundable once work begins; pro-rata refunds for cancelled milestones not yet started.
• Courses: 14-day cooling-off if you've consumed less than 20% of the course.
• Event tickets: transferable any time; refundable up to 7 days before; full refund if we cancel.
• All approved refunds: processed to your original payment method within 14 days.

The detail — and the reasoning — follows.

2. Digital products

Products from the digital library — templates, workflows, stock media, motion assets, books and audiobooks — are delivered by instant download. Because a downloaded file cannot be "returned", digital sales are final once the file has been downloaded, with one firm exception:

• Faulty files. If a file is corrupt, incomplete, won't open in the software it is advertised for, or materially differs from its product description, tell us within 7 days of purchase. We will first replace the file with a working copy; if we cannot supply a working replacement, we refund you in full.

If you bought a product but have not downloaded it, contact us — we can cancel and refund an undownloaded purchase within 7 days. "I changed my mind after downloading" and "I bought the wrong item and used it anyway" are not faults, and are not refundable. Licence terms for digital products are in the Terms & Conditions.

3. Physical goods

Orders from the physical store are built around inspection — you should never pay in full for goods you haven't seen:

• Deposit. Orders are confirmed with a 50% deposit. If we cannot source or supply your order, your deposit is refunded in full. If you cancel before we have procured the goods, your deposit is refunded less any costs we have already committed on your behalf — we will itemise them.
• Pre-delivery inspection. Before the balance is due, you inspect the goods. Not satisfied at inspection? Reject the goods and we refund your deposit, less committed procurement costs for custom or specially sourced items, which we agree with you up front at order time.
• After delivery. You have 14 days from delivery to return goods that are defective, damaged in transit, or not what you ordered — for repair, replacement or a full refund, your choice. Return delivery for defective goods is on us.
• Cash on delivery. COD orders may be declined at the door if the goods are visibly damaged or not as ordered — you pay nothing, and your deposit is refunded.

Returned goods should include their packaging and accessories where practical. Refunds for change of mind on non-defective goods are not guaranteed, but talk to us — where the item is unused and resalable, we will usually find a fair answer. Warranty terms for devices are stated on the product listing.

4. Services and projects

Creative and development services (Studio, Digital, Kurongeka OS builds and the rest of the ecosystem) run on the process in our Terms & Conditions: brief → proposal → 50% deposit → build with reviews → launch. Refunds follow that structure:

• Before work begins: if you cancel after paying the deposit but before we have started, your deposit is refunded in full.
• Orders paid in full up front (including website packages ordered through the Kapture store — Template Launch, Custom Design and add-ons): if you cancel before we have started your build, the amount paid is refunded in full. Once the build starts, the mid-project rules below apply.
• Once work begins: the deposit is non-refundable — it covers the team, time and materials committed to your project.
• Cancelled milestones: if you cancel a project mid-way, you pay for milestones completed and work in progress; amounts paid for milestones we have not yet started are refunded pro-rata. We will provide a clear statement of work done and money returned.
• If we fail to deliver: where we cannot deliver what the proposal promised and cannot remedy it within a reasonable time, you are entitled to a refund of amounts paid for the undelivered work.

Monthly packages (such as content packs) can be cancelled for the following month at any time before that month's plan is prepared on the 25th; months already paid and planned are not refundable.

5. Academy courses

Every Academy enrolment carries a 14-day cooling-off period: cancel within 14 days of purchase for a full refund, provided you have consumed less than 20% of the course (lessons opened, assessments taken, downloads made). Past 14 days, or past the 20% mark, enrolments are non-refundable — but they are not lost: contact us and we can transfer your enrolment to a colleague or move you to a later cohort where scheduling allows. If we withdraw a course before you can complete it, you receive a pro-rata refund for the uncompleted portion or a free transfer to an equivalent course, your choice.

6. Event tickets

For live events — The Kapture Dream — Live, masterclasses, the Powerlist Gala and the rest:

• Transferable. Tickets are transferable at no charge. If you can't make it, someone else can take your seat — just tell us the new attendee's name and email before the event.
• Refundable up to 7 days before. Request a refund up to 7 days before the event date for your money back. Within 7 days of the event, tickets are non-refundable (transfer instead), because seats, catering and production are committed by then.
• If we cancel: full refund, automatically, no request needed.
• If we reschedule or move city: your ticket is valid for the new date; if the new date or location doesn't work for you, you may request a full refund.

7. How to claim a refund

One channel, one promise:

1. Email hello@thekapture.com with the subject line "Refund request" — or use the contact form.
2. Include: your name, the order/ticket/enrolment reference (or the email you purchased with), the date of purchase, what you are claiming for, and — for faulty digital files or defective goods — a short description or photo of the problem.
3. We acknowledge within one business day and give you a decision within 5 business days. If we need the item back or need more information, we will say exactly what and why.

8. Timelines and method

Approved refunds are processed to your original payment method — Ecocash, Innbucks, Visa, Mastercard, PayPal or cash — within 14 days of approval. Card and PayPal refunds may take additional days to appear on your statement depending on your bank or provider; mobile-money refunds (Ecocash, Innbucks) are typically faster. Cash purchases are refunded in cash at The Kapture Studio, Harare, or by mobile money if you prefer. We never issue refunds as store credit unless you ask for it.

9. Your statutory rights

Nothing in this policy limits rights you cannot waive under the laws of Zimbabwe or, where they mandatorily apply, the consumer laws of your own country. Where this policy gives you more than the legal minimum, you get the more generous term. This policy works alongside our Terms & Conditions and Privacy Policy; if anything here appears to conflict with the Terms, this policy governs refunds.

10. Contact

Refund questions, claims or anything unclear:

• Email: hello@thekapture.com
• Phone: +263 77 000 0000
• Post: Kapture, The Kapture Studio, Harare, Zimbabwe

We reply within one business day.