We would rather be plain about refunds than bury the rules in small print. This policy explains exactly when a membership can be refunded, how to ask, and how long we take. It sits alongside — and never replaces — your rights under the Consumer Protection Act, 2018 of Botswana.
Nothing is payable when you apply. We issue payment instructions only if your application is accepted. Your access is activated after we manually verify your proof of payment.
We accept:
Because we do not take card payments and hold no card details, we cannot and do not charge you automatically. When a membership period ends, it simply ends. If you want to continue, you choose to pay again. There is no recurring mandate to cancel and no subscription to forget about.
You will not be asked to pay. If you paid before receiving a decision — by transferring early, for instance — we refund the full amount with no deduction once we have confirmed the payment reached us.
You may request a full refund within 7 calendar days of the date we activate your academy access, provided you have completed no more than 20% of the lessons in any course.
We use a completion threshold because the thing being sold is the content itself: once a substantial portion has been consumed it cannot be handed back. Your progress is recorded automatically by the platform, so this is measured from the record rather than settled by argument.
This 7-day window is a commitment we offer voluntarily. It is in addition to any statutory right you have, not a substitute for one — see section 13.
The Consumer Protection Act gives you a specific right to rescind a transaction that resulted from direct marketing, without penalty, with the amounts you paid returned to you.
If you joined the Academy as a result of a promotional message we sent you — for example a WhatsApp broadcast, a marketing email or a direct approach from us — and you wish to rely on that right, tell us and we will honour it. You do not need to argue the point with us, and the 20% completion threshold in section 4 does not apply to a statutory rescission.
Once 7 days have passed, or once you have completed more than 20% of a course, memberships are not normally refundable — including the unused remainder of a quarterly, annual or two-year period.
We know that reads firmly, so here is the reasoning rather than just the rule: you are paying for access to a complete library plus live mentorship, and that access is granted in full from day one rather than released week by week.
This section does not apply where we have failed to deliver the service (section 8), where the payment was never properly owed (section 9), or where the law gives you a right we cannot exclude (section 13).
We do not pro-rate refunds for the unused portion of a longer membership period that you simply stopped using. If you are unsure about committing for a year or two years, start with the Monthly or Quarterly option and move up later — we would rather you did that than regret a long commitment.
The Consumer Protection Act entitles you to services performed in a timely manner and to a reasonable standard. If we do not meet that, the shortfall is ours to fix, not yours to absorb. Specifically:
If you pay twice, pay the wrong amount, or pay for the wrong period, tell us and we will put it right — either by refunding the difference or by crediting it against your membership, whichever you prefer. This is not discretionary.
Email info@polelotradingacademy.ac.bw with the subject line "Refund request" — or message us on +267 74255990 and we will open it for you. Please include:
Please send it from the email address on your account so we can confirm it is you.
| Stage | Our commitment |
|---|---|
| We acknowledge your request | Within 3 business days |
| We confirm the decision, with reasons | Within 10 business days |
| An approved refund reaches your bank | Within 14 business days of approval |
If we decline a refund we will tell you why, in writing, and point you to the part of this policy we are relying on. You are free to challenge that — with us, or with the Competition and Consumer Authority (section 14).
Nothing in this policy limits, excludes or asks you to waive any right you have under the Consumer Protection Act, 2018 or any other law of Botswana. The Act prohibits contract terms that require a consumer to give up their rights, and we do not attempt to include one.
Where this policy and the law disagree, the law wins — and we will apply the law without requiring you to insist on it.
Please raise a complaint with us first, at info@polelotradingacademy.ac.bw. Most matters are settled quickly at that stage, and we would rather fix something than have you escalate it.
If we cannot resolve it between us, you may take the matter to the consumer regulator:
Competition and Consumer Authority (CCA)
Republic of Botswana
www.cca.co.bw
Going to the Authority does not cost you your rights against us, and we will not treat it as a reason to withdraw service.
Questions about this policy before you pay — which is much the best time to ask:
Chat with Polelo Trading Academy
Mon–Fri, 08:00–18:00 CAT
Tell us who you are and we'll pick it up on WhatsApp. Takes a few seconds.
