Refund & Cancelation Policy

Effective Date: 01/01/2023

At Kanyana Web Services Limited, we strive to provide top-quality technology services to our valued clients. We want you to be completely satisfied with our services; however, we understand that circumstances may arise where you may need to request a refund. This Refund Policy outlines our guidelines and procedures for handling refund requests based on the services we offer.

Refund Eligibility

Refunds are subject to the specific terms and conditions of each service we offer. Please review the refund eligibility criteria for the respective services below:

  1. Web Hosting Services:
    • The user understands that in order to qualify for the money-back guarantee, they must inform us within 30 days of the first, standard service becoming active. Any requests after this 30 day period will result in services being cancelled only when the next billing cycle is due with no refund given.
    • The user understands that all “special offers” include, but are not limited to: Seasonal offers, one-off offers, reduced monthly payments, reduced yearly (not included the standard yearly discount) and any other offers as specified on our website or through correspondence hold a 7-day money-back guarantee. We have taken this step due to the increase in temporary sign-ups and offer abuse.
    • The user understands that all refunds can only be returned using the original payment method. We cannot refund using an alternative payment method to the one which was used when setting up the service.
    • The user understands that our 30-day money-back guarantee is only valid for your first product or service purchased. Any additional products or services, extensions or additional payment made after this 30 day period are not covered by this guarantee.
    • The user understands any hosting plan requires a valid domain name in order to work. If the user no longer owns the domain name registered on their hosting account or it expires this can lead to service interruption and they must inform us as soon as possible.
    • The user understands that we reserve the right to withhold a refund in cases where we feel the guarantee is being abused.
    • Our money-back guarantee excludes accounts that have been suspended/terminated due to breaches of these terms of service. In these cases, a refund will not be offered due to the administration time and costs involved.
  2. Web Designing, System Development, and Mobile App Development:
    • Our web designing, system development, and mobile app development services are highly personalized and tailored to your specific requirements. Once the project is initiated, refund requests will be assessed on a case-by-case basis. If the project has not yet started, you may be eligible for a partial refund of the initial deposit.
  3. Digital Marketing and Artificial Intelligence Solutions:
    • Due to the nature of digital marketing and AI solutions, we do not offer refunds for services rendered. However, if you encounter any issues or concerns with our services, we are committed to working closely with you to resolve the matter to your satisfaction.
  4. Corporate Secretarial Services and Company ICT Support:
    • Refund requests for corporate secretarial services and company ICT support will be evaluated on a case-by-case basis, taking into consideration the specific circumstances and services provided.

Refund Request Process

To initiate a refund request, please follow these steps:

  1. Contact Us: Reach out to our customer support team via [email/phone], providing details of your refund request and the reason for seeking a refund.
  2. Evaluation: We will carefully review your refund request and determine its eligibility based on the terms and conditions of the service in question.
  3. Communication: We will communicate the decision regarding your refund request via email or phone within [number] business days.
  4. Refund Processing: If your refund request is approved, we will process the refund within 3-5 business days using the same payment method used for the original transaction.

Exceptions

Please note that the following situations are not eligible for refunds:

If the service has already been fully rendered and completed.

If the refund request is made after the specified refund eligibility period has expired.

If the refund request is a result of violations of our Terms of Service or Acceptable Use Policy.

Contact Us

If you have any questions or concerns regarding our Refund Policy or need assistance with a refund request, please contact our customer support team at:

Email: [email protected] Phone: +256 764 709724

Thank you for choosing Kanyana Web Services Limited for your technology needs. We are committed to providing you with exceptional services and ensuring your satisfaction.