Fair and transparent refund procedures that protect both clients and service provider. Clear guidelines for refund eligibility and processing.

Our refund policy covers eligibility criteria, outlines the refund process, and explains dispute resolution procedures. Updated January 2025.

Refund Eligibility

  1. Service Delivery Failure

    Refunds are available if we fail to deliver agreed-upon milestones within the specified timeline due to our fault. This includes failure to meet technical specifications or quality standards.

  2. Project Cancellation

    If a project is cancelled before work begins, full refund is available. For projects cancelled after work has started, refunds are calculated based on work completed and expenses incurred.

  3. Completed Work

    Work completed to date is non-refundable but remains client property upon payment. Partial refunds may be available for incomplete milestones based on work progress and deliverables.

  4. Quality Issues

    If delivered work doesn't meet agreed specifications, we first attempt to resolve issues through revisions. Refunds are considered only if issues cannot be resolved within reasonable timeframes.

  5. Discuss Refund

Refund Process

  1. Request Submission

    Refund requests must be submitted in writing within 30 days of the issue occurrence. Include detailed explanation of the problem and supporting documentation where applicable.

  2. Review and Investigation

    We review all refund requests within 5 business days. This includes investigating the issue, reviewing project records, and assessing refund eligibility based on our policy terms.

  3. Resolution Attempt

    We aim to resolve disputes amicably through discussion and corrective action before processing refunds. Many issues can be resolved through project adjustments or additional work.

  4. Refund Processing

    Approved refunds are processed within 14 business days using the original payment method. Bank transfers may take additional time depending on financial institutions.

  5. Non-Refundable Items

Non-Refundable Items

  1. Third-Party Costs

    Third-party licenses, domain registrations, hosting fees, SSL certificates, and external service subscriptions are non-refundable as these costs are passed directly to vendors.

  2. Consultation and Setup

    Initial consultation fees, project setup costs, and discovery phase work are non-refundable as these represent time and expertise already provided to the client.

  3. Completed Milestones

    Completed project phases and delivered milestones are non-refundable. However, clients retain full ownership of completed work upon payment, including source code and documentation.

  4. Change Requests

    Additional work resulting from scope changes or client-requested modifications are non-refundable. These represent additional value delivered beyond the original agreement.

  5. Dispute Resolution

Dispute Resolution

  1. Open Communication

    We encourage open and honest communication to resolve issues before they escalate. Most disputes can be resolved through discussion, clarification, and mutual understanding.

  2. Mediation Process

    If direct communication doesn't resolve the issue, disputes will be handled through mediation under Kenyan law. We prefer neutral third-party mediation to find mutually acceptable solutions.

  3. Legal Proceedings

    Legal proceedings are considered a last resort. All disputes are governed by Kenyan law and will be resolved in appropriate Kenyan courts if mediation fails.

  4. Contact Us