Delivery and Refund Policy

1. Service Delivery

1.1 Digital Delivery

All our services are delivered digitally through:

• Secure File Sharing: Cloud-based file sharing platforms with access controls
• Direct System Implementation: Installation and setup in your existing systems
• Online Platforms: Web-based dashboards and tools
• Email Delivery: Reports, documentation, and smaller deliverables
• Training Sessions: Virtual meetings and screen sharing for training

1.2 Delivery Confirmation

Delivery is confirmed when:

• You receive access to the completed deliverables
• Training and handover session is completed
• You acknowledge receipt via email or project communication platform
• All agreed deliverables have been provided

2. Delivery Timelines

2.1 Standard Timelines

Our typical delivery timelines are:

• Data Analysis – Essential: 5-7 business days
• KPI Framework – Starter: 7-10 business days
• BI Dashboards – Starter: 10-14 business days
• Financial Model – Pro: 7-10 business days
• Market Research – Comprehensive: 10-14 business days
• Automation Setup – Pro: 14-21 business days

2.2 Timeline Calculation

Delivery timelines begin after:

• Full payment is received (or first installment for staged payments)
• Kick-off meeting is completed and requirements are confirmed
• All necessary data access and information is provided by the client
• Any required approvals or sign-offs are obtained

2.3 Factors Affecting Delivery

Delivery timelines may be extended due to:

• Delays in receiving required information or data access from client
• Changes to project scope or requirements
• Technical issues with client systems or data sources
• Public holidays and weekends (business days only)
• Force majeure events (natural disasters, government actions, etc.)

3. Client Responsibilities

3.1 Information and Data Access

Timely delivery depends on clients providing:

• Data Access: Credentials and access to required data sources
• Requirements Clarity: Clear specifications and objectives
• Timely Feedback: Responses to questions and review requests
• Approvals: Sign-offs on specifications and interim deliverables
• System Access: Access to systems where implementation is required

3.2 Communication

Clients are expected to:

• Respond to project communications within 2 business days
• Attend scheduled meetings and calls
• Designate a primary contact person for the project
• Provide feedback on interim deliverables within agreed timeframes

4. Revisions and Changes

4.1 Included Revisions

Each service package includes:

• One comprehensive revision round within 14 days of delivery
• Minor corrections and adjustments as needed
• Bug fixes and technical issues resolution
• Clarifications and explanations of deliverables

4.2 Additional Revisions

Additional revisions beyond the included round may incur additional charges:

• Major scope changes or additions
• Revisions requested after 14-day revision period
• Changes requiring significant additional work
• Multiple rounds of minor changes

5. Refund Policy

5.1 Full Refund Conditions

You are eligible for a full refund if:

• Pre-Work Cancellation: You cancel before any work has begun
• Non-Delivery: We fail to deliver within the agreed timeline by more than 10 business days
• Scope Non-Compliance: Deliverables do not meet the agreed specifications
• Technical Failure: We cannot deliver due to technical limitations we failed to identify upfront

5.2 Partial Refund Conditions

Partial refunds may be provided when:

• Work in Progress: Project is cancelled after work has begun
• Partial Delivery: Some deliverables are completed but not others
• Client-Requested Changes: Major scope changes require project restructuring
• Client Non-Cooperation: Client fails to provide necessary information after reasonable attempts

5.3 No Refund Conditions

Refunds are not provided for:

• Completed Deliverables: Services that have been fully delivered and accepted
• Client-Caused Delays: Delays due to client’s failure to provide required information
• Change of Mind: Cancellation due to business strategy changes after work begins
• Third-Party Issues: Problems with third-party tools or platforms beyond our control
• Force Majeure: Delays due to circumstances beyond either party’s control

6. Refund Process

6.1 Refund Requests

To request a refund:

1. Contact Us: Email [email protected] with your refund request
2. Provide Details: Include order number, reason for refund, and supporting information
3. Review Process: We will review your request within 5 business days
4. Response: You will receive a written response with our decision

6.2 Refund Timeline

Approved refunds are processed:

• M-Pesa: 1-2 business days
• Bank Transfer: 3-5 business days
• Credit Card: 5-10 business days (depending on bank processing)
• PayPal: 1-3 business days

6.3 Refund Amount Calculation

For partial refunds, the amount is calculated based on:

• Percentage of work completed at time of cancellation
• Value of deliverables already provided
• Time and resources invested in the project
• Any third-party costs incurred (software licenses, etc.)

7. Service Guarantee

7.1 Quality Guarantee

We guarantee that our deliverables will:

• Meet the agreed specifications and requirements
• Be delivered within the stated timeline (subject to client cooperation)
• Function as intended for their stated purpose
• Be free from major errors and defects

7.2 Post-Delivery Support

All services include:

• 30 days of email support for questions and minor issues
• Bug fixes for any technical issues identified
• Clarifications on how to use deliverables
• Minor adjustments within the original scope

8. Dispute Resolution

8.1 Internal Resolution

For any delivery or refund disputes:

1. Contact our support team at [email protected]
2. Escalate to management if needed
3. We aim to resolve all disputes within 10 business days

8.2 External Resolution

If internal resolution is not satisfactory:

• Disputes may be resolved through mediation
• Legal action may be pursued under Kenyan law
• Alternative dispute resolution methods may be agreed upon

9. Force Majeure

Delivery may be delayed due to circumstances beyond our reasonable control, including:

• Natural disasters and extreme weather
• Government actions, regulations, or restrictions
• Internet outages and technical infrastructure failures
• Third-party service provider failures
• Other unforeseeable circumstances

In such cases, we will:

• Notify you as soon as possible
• Provide regular updates on the situation
• Resume work as soon as circumstances allow
• Extend delivery timelines accordingly

10. Contact Information

For questions about delivery or refund requests:

11. Policy Updates

This policy may be updated from time to time. Changes will be posted on our website and will apply to orders placed after the update date. Existing orders will be governed by the policy in effect at the time of purchase.