At MakaGuro, we want customers to receive the digital educational products they purchased successfully and in usable condition.
Because MakaGuro primarily provides digital products, orders may become accessible or downloadable shortly after successful payment. The following policy explains when cancellations, replacements, or refunds may be available.
1. Digital Product Purchases
Customers are encouraged to carefully review the product description, preview, grade level, subject, file format, and other available information before completing a purchase.
Once a digital product has been successfully delivered, downloaded, or accessed, purchases generally cannot be cancelled solely because of a change of mind or an accidental selection by the customer, subject to rights available under applicable Philippine law.
2. Situations Eligible for Review
You may contact MakaGuro Support for a refund, replacement, or other appropriate resolution if:
- You were charged more than once for the same transaction because of a technical or payment error;
- Payment was successfully completed but the purchased product was not delivered or made accessible;
- The downloaded file is corrupted or cannot be opened because of an issue with the file supplied by MakaGuro;
- You received a product different from the product stated in your confirmed order;
- A technical error on the MakaGuro platform prevented proper fulfillment of your purchase; or
- A refund or remedy is otherwise required under applicable law.
Depending on the circumstances, MakaGuro may first provide a corrected file, replacement, restored download access, or other appropriate solution.
3. Situations Generally Not Eligible for Refund
Subject to applicable consumer rights, refunds generally will not be provided when:
- The customer simply changes their mind after receiving or accessing the digital product;
- The customer purchased the wrong subject, grade level, or material despite the product being accurately described;
- The customer’s device or third-party software is incompatible with a clearly disclosed file format;
- The customer no longer needs the product;
- The customer expected features or content not stated in the product description; or
- The customer has violated MakaGuro’s Terms and Conditions or digital product licensing restrictions.
4. Duplicate Transactions
If you believe you were charged multiple times for a single intended purchase, please contact MakaGuro Support.
After verification, confirmed duplicate charges resulting from a payment or system error may be refunded through the appropriate payment channel.
5. Cancellation
Because digital orders may be processed automatically, cancellation may not be possible once the purchased content has been delivered, accessed, or downloaded.
If an order has not yet been fulfilled, you may contact MakaGuro Support as soon as possible. We will review the request based on the status of the transaction.
6. How to Request Assistance
When contacting MakaGuro Support regarding a purchase, please provide:
- Your name;
- Email address associated with the order;
- Order or transaction number;
- Product purchased;
- Date of purchase;
- Description of the problem; and
- Screenshot or other relevant evidence, when applicable.
Never send your password, OTP, complete card number, PIN, or other sensitive financial credentials to MakaGuro Support.
7. Processing of Approved Refunds
Approved refunds will generally be returned through the original payment method or another appropriate method supported by the payment provider.
The time required for the refunded amount to appear in your account may depend on the bank, e-wallet, card issuer, or payment service provider involved.
8. Consumer Rights
Nothing in this policy is intended to waive or restrict consumer rights or remedies that cannot legally be waived under applicable laws of the Republic of the Philippines.
9. Contact Us
For refund, cancellation, payment, or digital product concerns, please contact MakaGuro through the official support information provided on our website.