1. Introduction
At E-Startups Kenya, we strive to ensure that our clients are fully satisfied with our software development services. However, we understand that there may be instances where a refund is necessary. This Refund Policy outlines the conditions under which refunds may be issued, in compliance with the laws of Kenya.
2. Eligibility for Refund
Refunds may be considered under the following circumstances:
- Non-Delivery of Service: If E-Startups Kenya fails to deliver the agreed-upon services within the specified timeframe without any valid reason, the client is eligible for a full refund.
- Major Defects: If the software delivered contains major defects that cannot be rectified, the client may be entitled to a partial or full refund, depending on the severity of the defect.
- Service Cancellation: If the client decides to cancel the service before the commencement of the project, a full refund will be issued. If the cancellation occurs after the project has begun, a partial refund may be issued, depending on the work completed.
3. Non-Eligibility for Refund
Refunds will not be issued under the following conditions:
- Change of Mind: If the client changes their mind after the service has been delivered or significantly commenced, no refund will be provided.
- Minor Defects: Minor defects or issues that do not significantly impact the functionality of the software do not qualify for a refund. E-Startups Kenya will, however, work to rectify these issues.
- Non-Compliance with Client Requirements: If the client provides unclear or incomplete requirements, leading to unsatisfactory results, E-Startups Kenya will not issue a refund.
4. Refund Process
- Refund Request: Clients must submit a refund request in writing within 14 days of the delivery of the service, clearly stating the reasons for the refund.
- Evaluation: E-Startups Kenya will evaluate the refund request within 10 business days and may require additional information or clarification from the client.
- Decision: Upon evaluation, E-Startups Kenya will inform the client of the decision regarding the refund. If approved, the refund will be processed within 7 business days.
5. Legal Compliance
This Refund Policy is in compliance with the Consumer Protection Act, 2012 of Kenya. Any disputes arising from this policy will be governed by the laws of Kenya, and the courts of Kenya will have exclusive jurisdiction.
6. Contact Information
For any questions or concerns regarding this Refund Policy, please contact us at:
E-Startups Kenya
Email: [email protected]
Phone: +254-707-655-659