Last Updated: 21 August 2026

All products sold by Omnitive Designs are digital products delivered electronically.

Because customers receive access to their purchased files automatically after successful payment, purchases are generally considered final once the digital product has been made available for download.

Refunds may be considered where:

1. A customer is charged more than once for the same order.
2. Payment is received but the purchased product cannot be accessed or downloaded.
3. The downloaded file is corrupted or unusable and Omnitive Designs is unable to provide a working replacement.
4. The customer receives a different product from the one ordered because of an error by Omnitive Designs or the ecommerce platform.
5. A refund is otherwise required under applicable Kenyan law.
6. Refunds will generally not be provided because:
7. The customer changes their mind after purchasing or downloading a plan.
8. The customer later decides they do not like the design.
9. The customer purchases the wrong plan without an error occurring on our website.
10. The customer's plot dimensions, site conditions or local authority requirements are unsuitable for the selected standard plan.
11. The customer expected drawings, services or documents that were not listed as being included in the purchased package.

Approved refunds will normally be processed through an appropriate M-Pesa payment method.

Customers requesting assistance should provide their name, M-Pesa transaction reference, order details and reason for requesting a refund.

Nothing in this policy is intended to remove or restrict consumer rights provided by Kenyan law.