1. Overview
This Refund Policy explains when and how Spursud Trading Limited (“Spursud”, “we” or “us”) issues refunds for its computer programming, software development, design, hosting and support services. It forms part of our Terms of Service. Because our Services are custom professional work carried out to your specification, refunds depend on how much work has been done when a request is made. Where a signed agreement contains different refund terms, the signed agreement applies.
2. Free consultation and quotations
Discovery calls and quotations are free, and you are under no obligation until you accept a quotation and pay the first invoice. We encourage you to review the Scope, timeline and deliverables carefully and to ask questions before you commit.
3. Fixed-price projects
Fixed-price projects are billed in milestones. If you cancel a project:
- Within 3 business days of paying the deposit, before any work has started: we will refund the deposit in full, less any non-refundable third-party costs already incurred on your behalf.
- After work has started: we will calculate the value of the work completed to date, based on hours logged at our standard hourly rate or the percentage of milestones completed, whichever is lower. If the amount you have paid is more than that value, we will refund the difference.
- After a milestone has been delivered and accepted: payments for that milestone are non-refundable, as the work has been completed and approved.
On cancellation, we will hand over all completed work that you have paid for, in its current state.
4. Failure to deliver
If we materially fail to deliver what was agreed in the Scope and do not put it right within fifteen (15) business days of receiving your written notice describing the problem, you may end the engagement and are entitled to a refund of fees paid for the affected, undelivered milestone. Delays caused by late feedback, missing content or materials, or changes requested by you do not count as failure to deliver.
5. Monthly retainers and support plans
Retainers are billed monthly in advance and may be cancelled with fourteen (14) days’ written notice, subject to any minimum term stated in your plan. We do not refund the current billing period once it has started. Unused retainer hours do not roll over and are not refundable unless your agreement says otherwise. If you pay for several months in advance and later cancel, we will refund any whole months that have not yet started, after the minimum term.
6. Hourly and ad-hoc work
Hourly work is billed for time actually spent and is not refundable once performed. If you prepaid a block of hours, any unused hours can be refunded on request within six (6) months of purchase.
7. Non-refundable items
The following cannot be refunded once purchased or committed on your behalf:
- domain name registrations and renewals;
- SSL certificates, software licences, themes, plugins and stock assets;
- app store developer accounts and listing fees;
- cloud hosting, SMS, payment-gateway and other third-party usage charges;
- completed discovery, audit or consulting reports.
8. Currency and exchange rates
Refunds are made in the same currency as the original payment: Kenyan shillings (KES) for KES invoices and United States dollars (USD) for USD invoices. We refund the amount we received in that currency, and we do not adjust it for exchange-rate changes between the payment date and the refund date. Charges deducted by banks, card networks or mobile-money operators, such as M-Pesa transaction fees or international wire fees, are not refundable by us.
9. How refunds are paid
Where possible, we refund to the original payment method. M-Pesa payments are refunded to the paying number, bank transfers to the paying account, and card payments to the original card. If that is not possible, we will agree an alternative method with you in writing. We aim to process approved refunds within ten (10) business days. Your bank or provider may take longer to credit the funds.
10. Chargebacks
If you are unhappy, please contact us before raising a dispute with your bank or card issuer, so that we can try to resolve the issue quickly. We may suspend Services on an account while a chargeback is under investigation.
11. How to request a refund
Email [email protected] with your name, company, invoice number, the amount and currency paid, and the reason for your request. We will acknowledge your request within two (2) business days and give a written decision, including any calculation of work completed, within ten (10) business days.
12. Your statutory rights
Nothing in this policy affects any rights you may have under the Consumer Protection Act, 2012 or other applicable Kenyan law. If you have questions about this policy, email [email protected] or write to Spursud Trading Limited, P.O. Box 34470 – 80118, Nyali, Kenya.