Version 1.0 — revised 25 October 2026 · Effective 2026-10-25
All policies & Data Protection · Print / save PDF
admin@sgi.ac · info@sgi.ac · +254 100 000 050
1. Scope and your rights
This policy covers course enrolments purchased directly from SGI and explains how to request review of payment or access problems. Your enrolment offer and any specific terms disclosed before purchase also apply. Nothing in this policy removes mandatory rights under Kenyan law, including remedies for services not supplied as agreed. Purchases made through another seller must also be addressed through that seller’s process.
2. Seven-day unused-course requests
Request a refund within seven calendar days of purchase or enrolment if the course does not meet your expectations and no course content or resources have been accessed or downloaded. SGI will verify the transaction and access records. A request meeting the applicable conditions may qualify for a full refund. Any proposed administrative deduction must have a lawful basis, have been disclosed before purchase where required and be explained in the decision; this policy does not create a new unspecified charge.
3. Requests after access or after seven days
After seven days, or where course materials have been accessed, SGI may consider exceptional circumstances or an appropriate partial refund case by case. Explain the reason and the portion of the service already received. A discretionary review does not replace any remedy required by law. Serious illness or other personal circumstances may be considered, but do not send detailed medical records unless specifically requested through an appropriate channel.
4. Registration fees and digital products
Registration fees, separately supplied materials and digital downloads are generally non-refundable where that condition was disclosed before purchase, subject to applicable legal rights and any contrary product offer. Report duplicate payments, incorrect charges, defective access or a product not supplied as agreed even if the ordinary change-of-mind window has passed. Do not assume the unused-course rule automatically determines a refund for an e-book or other separate digital purchase.
5. Cancellation by SGI
If SGI cancels a course, its existing policy provides for a full refund. Any proposed transfer, replacement course or credit should be explained and agreed with the affected learner; it should not be presented as the only option where a monetary refund is due. Changes to dates or delivery that materially affect your enrolment can be raised for an appropriate resolution.
6. How to request a refund
Email admin@sgi.ac with the subject “Refund request”. Include your full name, account email or student number, course or product, payment date, amount, transaction or receipt reference, reason for the request and a safe contact number. General assistance is available at info@sgi.ac or +254 100 000 050. Supply a copy of proof of payment where available. SGI should check its own access records rather than require you to prove a negative. Never send a password, card PIN, one-time code or full card security details.
7. Decision and payment process
SGI’s published review timeframe is 5–7 business days after receiving the information needed to assess the request. If more time or information is required, the team should explain why and give an update. The decision should identify the amount approved or declined, any lawful deductions and the reasons. Approved refunds are normally returned through the original payment method; allow up to 10 business days for the refund to appear, depending on the payment provider. Any alternative method must be verified to protect the payer from fraud. No payment is made automatically merely by submitting a request.
8. Review and records
If you disagree with a decision, reply to admin@sgi.ac requesting management review and identify the disputed points. Keep receipts, the offer and relevant messages. Academic withdrawal, cancellation of account access and a refund are separate actions; confirm the outcome of each where relevant. Refund information must be handled under SGI’s privacy and retention rules. You retain access to lawful external dispute-resolution channels.
9. Contact and policy changes
Synapse Global Institute Limited (SGI) Privacy, data-protection and refund escalation: admin@sgi.ac General enquiries and student support: info@sgi.ac Telephone / WhatsApp: +254 100 000 050 Office: PostBank House, Banda Street, 3rd Floor, Nairobi, Kenya Postal address: P.O. Box 25970–00100, Nairobi, Kenya Published office hours: 8:00 AM–5:00 PM, East Africa Time. Email may be sent outside office hours. Never send passwords, one-time codes or card PINs.
Effective date: 25 October 2026. Changes will be dated and published and will not retrospectively remove rights attached to an earlier purchase. Terms and related policies are available at https://www.sgi.ac/institute/policies .