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This Refund & Returns Policy explains how Dertum Enterprise Limited (the “Company”, “we”, “us”) handles refunds, cancellations, returns, and disputes for purchases made through our store and services. Our business delivers premium digital content and real-time market streaming. Because our products are digital and access-based, this policy is intentionally specific and protective of delivered content while remaining fair to customers.

Scope & definitions
This policy applies to all purchases of digital goods, downloadable reports, video courses, trading signals, one-off content purchases, and subscriptions/streaming access sold by Dertum Enterprise Limited via our website or approved sales channels. “Access” means any time a customer is given credentials, stream links, or downloadable files.

General rule — digital goods are final sale
Because digital products can be consumed instantly and cannot be “returned” in the traditional sense, purchases of downloadable content, delivered reports, and stream access are final and non-refundable once access is granted or the file has been downloaded, except as stated below under “Exceptions & Company remedies.”

Subscriptions & recurring billing

  • You may cancel a subscription at any time through your account or by contacting support. Cancellation stops future billings.
  • No automatic refunds are provided for the current billing period after a charge posts. We bill in arrears or for the upcoming period depending on product terms; cancellations prevent future charges only.
  • For annual plans billed upfront, we generally do not issue refunds for time already elapsed. Pro-rated refunds for unused future periods may be provided only in exceptional circumstances and at our sole discretion.

Free trials and promotional offers

  • If you begin a free trial, you must cancel before the trial expires to avoid being charged.
  • If you are charged in error during or after a trial, contact support within 7 days and we will investigate.

Exceptions — defective, unavailable, or misrepresented content
We will consider refunds, credits, or replacement access only when all of the following are true:

  1. The customer reports a material problem within 14 days of purchase (e.g., file corrupted, content missing, stream inaccessible due to our platform failure); and
  2. The customer has provided reasonable evidence (order number, screenshots, or playback logs) and cooperated with our technical team; and
  3. Our investigation confirms we failed to deliver the product as described and cannot remedy access within a reasonable time (typically 7 business days).
    When the exception applies, we will choose one remedy: repair/replace the product, issue an account credit, or provide a refund to the original payment method. Remedies are provided at the Company’s discretion.

Duplicate or erroneous charges
If you believe you were charged more than once or were charged in error, notify us within 30 days of the charge. We will investigate and, where appropriate, refund duplicate or erroneous charges.

How to request a refund or report a problem
Send an email to info@dertumstore.com with:

  • Your full name and contact details
  • Order number and purchase date
  • Clear description of the problem and requested remedy
  • Relevant attachments (screenshots, playback logs, receipts)
    We will acknowledge receipt within 2 business days and provide an investigator or support contact.

Mailing address (for formal notices only):
Dertum Enterprise Limited
Titan Building, Chaka Road
P.O. Box 856-00606
Nairobi, Kenya
Phone: +254 710 783 351

Refund processing
If we approve a refund, it will be issued to the original payment method where possible. Refunds will be processed within 14 business days of approval. Timing for funds to appear depends on your bank or payment provider.

Chargebacks & disputes
If you initiate a chargeback with your card issuer without first contacting us, we may suspend or terminate your account and access pending investigation. We reserve the right to contest unwarranted chargebacks and to recover outstanding amounts and associated fees. To avoid delays, please contact us first.

Account termination & access revocation
If we terminate or suspend an account for violation of terms (fraud, abuse, chargeback, or breach), we are not required to refund any prepaid fees. Any decision to issue a credit or partial refund after termination is discretionary.

Third-party platforms & payment processors
Purchases processed through third-party platforms (app stores, resellers, payment gateways) may be subject to that third party’s refund rules. Where applicable, we will assist but refunds may be issued by that third party in accordance with their policies.

Taxes, fees & non-refundable charges
Any taxes, statutory fees, or non-recoverable processing fees charged by banks or payment processors may not be refundable by us if those amounts cannot be reclaimed from the processor.

Goodwill credits
At our discretion, we may offer account credits, discounts on future purchases, or other remedies in lieu of monetary refunds. Such credits are non-transferable and expire as specified when issued.

Privacy & verification
To protect customer accounts and prevent fraud, we may require identity verification before processing a refund. We handle all personal data in accordance with our Privacy Policy.

Policy changes
We may modify this Refund & Returns Policy at any time. Material changes will be posted on our website with an updated effective date. Continued use of our services after changes signifies acceptance of the updated policy.

Governing law & severability
This policy is governed by the laws of the Republic of Kenya. If any provision is held invalid, the remaining provisions remain in effect.

Contact us first
We aim to resolve issues quickly. Please contact info@dertumstore.com or call +254 710 783 351 before initiating disputes or chargebacks so we can help.