Refund Policy

1. Scope of This Policy

This policy applies to payments made for:

• Morska software products and Moodle plugins
• Software subscriptions and licence renewals
• Digital downloads
• Online courses and training programmes
• Consultancy and professional services
• Custom software development
• Learning Management System installation, configuration, hosting, or support
• Digital content development
• Workshops, webinars, and other KTC events

Different refund conditions may apply depending on the product or service purchased.

2. Digital Products and Software Plugins

Because digital products can be downloaded, installed, copied, or activated immediately after purchase, payments for digital downloads and software plugins are generally non-refundable once:

• The product has been downloaded;
• A licence key has been issued or activated;
• The product has been installed;
• Access to the product files has been provided; or
• The customer has received the purchased digital content.

A refund may be considered where:

• The customer was charged more than once for the same transaction;
• The customer paid but did not receive access to the product;
• The downloaded file is corrupted and KTC is unable to provide a working replacement;
• The product has a verified technical defect that prevents it from performing its core advertised function; or
• The product was materially misrepresented on the product page.

A product will not qualify for a refund merely because:

• The customer changed their mind;
• The customer purchased the wrong product;
• The customer no longer needs the product;
• The customer lacks the technical knowledge required to install or configure it;
• The customer’s website, server, Moodle version, theme, browser, third-party plugin, or hosting environment is incompatible with the product, where the relevant requirements were stated before purchase;
• The customer did not review the product description, documentation, demonstration, or system requirements; or
• A requested feature was not included among the advertised product features.

3. Morska Product Compatibility

Customers are responsible for confirming that their technical environment meets the compatibility requirements stated on the relevant Morska product page.

Where a product is advertised as supporting particular Moodle versions, operating environments, browsers, or software dependencies, refunds will not normally be issued for use outside those stated requirements.

Where a compatibility problem occurs within the advertised technical requirements, the customer should contact KTC and provide sufficient information for technical investigation.

4. Subscription Products

Morska and other KTC subscription products may be billed monthly, annually, or for another period stated at checkout.

Customers may cancel a subscription at any time before the next renewal date. Cancellation prevents future billing but does not normally result in a refund for the current subscription period.

Refunds for subscription payments may be considered where:

• A customer was charged after cancelling within the required period;
• The same subscription payment was processed more than once;
• KTC is unable to provide the subscribed service for a substantial part of the paid period; or
• The customer was charged because of a verified billing or system error.

Failure to use a subscription does not qualify the customer for a refund.

5. Automatic Renewals

Where automatic renewal is enabled, the subscription will renew using the payment method selected by the customer unless the subscription is cancelled before the renewal date.

Customers are responsible for managing their renewal settings and keeping their billing information current.

KTC may send a renewal notice where the relevant system supports such notification. However, failure to receive a renewal notice does not automatically qualify a customer for a refund.

6. Online Courses and Training Programmes

A customer may request a full refund for an online course or scheduled training programme where the request is received before the customer:

• Accesses a substantial part of the course;
• Downloads course materials;
• Attends the training session; or
• Receives a certificate of participation or completion.

For scheduled training programmes:

• A full refund may be provided where cancellation is made at least seven calendar days before the scheduled starting date.
• A partial refund may be considered where cancellation is made fewer than seven calendar days before the starting date.
• No refund will normally be provided after the training has started.

A participant may be allowed to transfer their registration to another person or to a later training date, subject to availability and prior approval by KTC.

Where KTC cancels a paid training programme, the customer may choose a full refund, transfer to another training date, or credit toward another KTC product or service.

7. Consultancy and Professional Services

Consultancy, instructional design, digital content development, research, software development, LMS configuration, accessibility auditing, and related professional services are normally governed by a proposal, quotation, contract, purchase order, or statement of work.

Refunds for these services will be determined according to the signed agreement.

Unless otherwise stated in the agreement:

• Deposits used to reserve time, mobilise personnel, or begin work are non-refundable once work has commenced.
• Payments for completed milestones are non-refundable.
• Where a client cancels a project, KTC will charge for work completed, time committed, approved expenses, and non-cancellable third-party costs.
• Any refundable balance will be calculated after deducting the value of work completed and costs incurred.
• Deliverables already provided must not be used where the associated payment has been refunded.

8. Customised and Commissioned Work

Payments for customised software, specially developed digital content, research services, custom course design, branding, configuration, or other commissioned work are non-refundable once development has started.

Where KTC cannot complete the work for reasons within its reasonable control, the parties may agree on a revised delivery schedule, replacement deliverable, service credit, or partial refund based on the incomplete portion of the work.

9. Hosting, Installation, Configuration, and Technical Support

Fees paid for hosting, installation, configuration, system migration, maintenance, or technical support are non-refundable once the service has been performed or resources have been allocated.

Unused prepaid support hours may be refundable or transferable only where this is permitted by the applicable service agreement.

Third-party costs, including domain registration, hosting, software licences, payment-processing fees, SMS charges, API charges, and external service subscriptions, are non-refundable unless the relevant third-party provider issues a refund to KTC.

10. Duplicate and Unauthorised Transactions

Customers should notify KTC promptly where a payment appears more than once, an incorrect amount was charged, or a transaction was made without the account holder’s authorisation.

KTC may request transaction records, payment references, identity verification, or other supporting information before processing the claim.

Suspected fraudulent or unauthorised transactions may also need to be reported to the customer’s bank, card issuer, mobile-money provider, or payment service provider.

11. Payment Processing Charges

Payments made through Flutterwave or another payment provider may include transaction, currency-conversion, banking, mobile-money, or card-processing charges.

Where a refund is approved, KTC will refund the amount it received for the eligible purchase. Charges retained by banks, mobile-money operators, card networks, or payment processors may not be refundable.

Any currency-conversion difference resulting from exchange-rate changes is the responsibility of the customer.

12. Refund Request Period

Unless a different period is stated on the relevant product page or service agreement, refund requests for eligible digital products and subscription billing errors must be submitted within 14 calendar days of the transaction date.

Technical problems should be reported as soon as reasonably possible after purchase. Submitting a refund request does not guarantee approval.

13. How to Request a Refund

A refund request should be submitted through the contact details provided on ktc.co.ug.

The request should include:

• The customer’s full name;
• Email address used for the purchase;
• Order or invoice number;
• Transaction reference;
• Product or service purchased;
• Date of payment;
• Reason for the refund request;
• Screenshots or error messages, where applicable; and
• Any troubleshooting steps already attempted.

KTC may request further information where necessary to assess the claim.

14. Technical Investigation

For software-related refund requests, the customer may be required to cooperate with reasonable troubleshooting procedures.

This may include providing the Moodle version, PHP version, browser details, plugin version, relevant system logs, error messages, screenshots, or temporary administrator access where appropriate and securely arranged.

KTC will handle any access credentials or technical information in accordance with its privacy and information-security practices.

A refund may be declined where the customer refuses to provide information reasonably required to verify or resolve the reported problem.

15. Refund Processing

Approved refunds will normally be returned through the original payment method.

Processing times depend on the payment provider, bank, card network, or mobile-money operator. Once KTC has submitted the refund, additional processing time may be required before the funds appear in the customer’s account.

KTC is not responsible for delays caused by banks, payment processors, mobile-money providers, or card issuers.

16. Licence Deactivation After a Refund

Where a refund is issued for a software product or subscription:

• The associated licence may be cancelled or deactivated;
• Access to downloads, updates, support, or premium features may be withdrawn;
• The customer must stop using the refunded product; and
• The customer may be required to delete all installed or stored copies of the product.

Continued use of a refunded product may constitute unauthorised use.

17. Chargebacks and Payment Disputes

Customers are encouraged to contact KTC before submitting a chargeback or payment dispute so that the matter can be investigated and resolved.

Where a chargeback is submitted without first contacting KTC, access to the relevant product, subscription, licence, or service may be suspended while the dispute is under review.

KTC reserves the right to provide transaction records, licence records, download records, service-delivery evidence, communications, and other relevant documentation to the payment provider when responding to a payment dispute.

18. Promotional Products and Discounted Purchases

Products or services purchased through a promotion, discount, coupon, special offer, or bundled package are subject to the same refund eligibility requirements as full-price purchases.

Where a partial refund is approved for a bundle, the refund may be calculated using the normal price of products or services already accessed, delivered, downloaded, or used.

Free products, complimentary licences, trial access, and promotional gifts have no cash refund value.

19. Changes to Products and Services

KTC may update, improve, replace, or discontinue certain product features where reasonably necessary for security, compatibility, performance, legal compliance, or service improvement.

Minor interface changes, feature improvements, security updates, compatibility updates, or changes that do not materially remove the core advertised function of a product do not automatically qualify a customer for a refund.

20. Applicable Consumer Rights

Nothing in this Refund Policy is intended to exclude or limit any consumer right that cannot lawfully be excluded under applicable law.

Where applicable law provides the customer with rights that are more favourable than this policy, those legal rights will apply.

21. Policy Updates

KTC may revise this Refund Policy to reflect changes in its products, payment systems, business practices, or legal obligations.

The revised policy will be published on ktc.co.ug with an updated effective date. The policy applicable to a transaction will generally be the version in effect on the date of purchase, unless applicable law requires otherwise.

22. Contact