Refund Policy

1. Service Refund Policy

At Safravo Ltd, we are committed to delivering high-quality software solutions. Our refund policy is designed to be fair and transparent for all parties involved.

1.1 Development Services

• Custom software development projects are non-refundable once development begins
• Refunds may be considered if project cancellation occurs within 48 hours of contract signing
• Milestone-based payments are non-refundable once the respective milestone is completed and approved

1.2 Consultation Services

• Consultation fees are refundable if cancelled 24 hours before the scheduled session
• No-show consultations are non-refundable
• Rescheduling is allowed up to 2 times without penalty

2. Cancellation Policy

2.1 Project Cancellation

• Clients may cancel projects with 30 days written notice
• Work completed up to cancellation date will be billed at agreed rates
• Source code and deliverables will be provided for completed work
• Cancellation fees may apply based on project stage and resources allocated

2.2 Maintenance Contracts

• Monthly maintenance contracts can be cancelled with 30 days notice
• Annual contracts require 60 days notice for cancellation
• Partial refunds for unused months may be considered on a case-by-case basis

3. Refund Process

3.1 Requesting a Refund

• Submit refund requests in writing to our support team
• Include project details, invoice numbers, and reason for refund
• Requests will be reviewed within 5-7 business days
• Approved refunds will be processed within 14 business days

3.2 Refund Methods

• Refunds will be issued to the original payment method
• Bank transfer refunds may take 3-5 business days to process
• Credit card refunds may take 5-10 business days to appear

4. Exceptions and Special Cases

4.1 Force Majeure

In cases of force majeure events (natural disasters, government actions, etc.), refund policies may be adjusted to ensure fairness for all parties.

4.2 Dispute Resolution

Any disputes regarding refunds will be handled through our standard dispute resolution process, including mediation and arbitration as outlined in our Terms of Service.

This policy complies with Kenya's Consumer Protection Act and relevant consumer rights legislation.