Refund Policy

You can get a refund if

• You paid twice for the same item. We refund the extra payment.
• You paid more than the price shown. We refund the difference.
• Your order was approved but you cannot view the item, and we cannot fix the problem within 7 days of you telling us.
• The item is clearly not what was described, for example it is the wrong paper or subject, and you tell us within 7 days of your payment.
• We remove an item you paid for and cannot replace it.

We do not give refunds for

• Changing your mind after you have viewed the item.
• Buying the wrong item by mistake and then viewing it. If you notice before you open it, contact us quickly and we will look at it fairly.
• Examination results. The marking schemes are revision guides prepared by the PaperVault team, not official examination board marking schemes.
• Access that we ended because it was shared, or because content was copied, photographed or published.

If your situation is not listed, contact us and we will look at it fairly.

How to ask for a refund

Contact us through our Contact page within 14 days of your payment. Please give us your order reference (it looks like PV-7K2M9X), the email address you used, and what went wrong.

How refunds are paid

When we agree to a refund, we send it back to the Orange Money or MyZaka number or the bank account you paid from, within 7 working days. We refund the price you paid. We cannot refund fees charged by your mobile money provider or your bank.

If we cannot find your payment

We check every payment by hand. If we cannot find yours, we may ask you for more details, such as the confirmation message from your payment. An order that has not been paid within 7 days may be cancelled. If you did pay, contact us with your order reference and proof of payment and we will sort it out.

Your other rights

This policy does not take away any right you have under consumer protection law that cannot be excluded. See also our Terms of Use.