StreamEdgeSolutions

Legal

Contact & Complaints

One page that tells you exactly where to send an issue, what happens next, and what to do if our answer does not satisfy you.

Last updated: 24 August 2026

These policies are the standard basis on which we sell and engage clients. They are not legal advice, and they are not a substitute for advice on your own circumstances. Where you have signed an individual client agreement with us, that agreement takes precedence over anything on this page. We recommend you take your own advice before entering any significant commitment.

Everything reaches us by email, and everything is answered in writing. Email is the record — of what you asked, what we said and when. If you would rather talk it through, say so in the email and we will arrange a call, then confirm the outcome in writing afterwards.

1. Where to send what

You can also use the contact form for a general enquiry, or the quote request form if you want work priced.

By telephone: +254 719 771839, Monday – Friday, 9:00 am – 4:00 pm (EAT). Anything agreed by phone is confirmed by email afterwards.

2. When you will hear back

  • General enquiries and order questions — within 1–2 business days.
  • Complaints — acknowledged within 1–2 business days. See section 8.
  • Support requests under an active plan — within the response target in your plan, which takes precedence over the general figure above.
  • Our hours are Monday – Friday, 9:00 am – 4:00 pm (EAT). Messages arriving outside them are picked up the next business day.

An acknowledgement is not an answer. It confirms we have your message and tells you who is dealing with it — the substantive reply follows.

3. Orders and delivery

Before emailing, it is often faster to open the order itself at Track my project using your order number and the email address the order was placed with. The current status, its history and the payments recorded against it are all there.

Email us about an order when:

  • a delivery date has passed without an update;
  • a file has not arrived and is not in your spam folder;
  • something delivered is not what the product page described;
  • the details on the order are wrong and need correcting;
  • you need to change or add to what you ordered.

How delivery works, and what happens if it fails, is in our Delivery & Fulfilment Policy.

4. Payments and invoices

Email info@streamedgesolutions.com about a payment, including:

  • a payment that has left your account but is not showing on your order;
  • a duplicate payment, or an amount you did not expect;
  • an invoice you need reissued, corrected or addressed differently;
  • a withholding-tax certificate you need to send us.

We will never email you asking you to send payment to different bank details. If you receive such a request, treat it as fraud, do not pay it, and tell us. Pay only to the details printed on the invoice we issued.

Duplicate and mistaken payments are returned in full — see the Refund Policy.

5. Refunds and cancellations

Send a written request to info@streamedgesolutions.com with your order or invoice reference, the item concerned, the amount and the reason. We acknowledge it, review what was delivered against what was paid, and reply in writing with our assessment and the arithmetic behind it.

How a refund is actually assessed — differently for digital files, services, bespoke work, subscriptions, bundles and deposits — is set out in full in our Refund & Cancellation Policy. Reading the section that applies to your item before writing usually saves a round trip.

To cancel a subscription, email from an address on the account naming the plan, before the next renewal date. We acknowledge every cancellation in writing; if you have not had an acknowledgement, assume it has not reached us and chase it.

6. Technical problems

If something we built has stopped working, tell us at info@streamedgesolutions.com — or through the route in your support plan, if you hold one. Include:

  • what you were doing, and what happened instead;
  • the exact error message, copied out or screenshotted;
  • when it started, and whether it is constant or intermittent;
  • who else it affects, and whether it is blocking work;
  • anything that changed recently — an update, a new user, a new integration.

If this website itself is broken — a page that will not load, a checkout that will not complete, a form that will not submit — tell us and say which browser and device you were using. We would rather hear about it twice than not at all.

Security flaws go to info@streamedgesolutions.com and are handled first.

7. Privacy requests and abuse reports

Privacy requests — to see, correct, delete or export the personal data we hold about you, email info@streamedgesolutions.com. We may ask you to confirm your identity first so that we do not hand your data to someone else. The full list of rights and how we handle them is in our Privacy Policy.

Abuse reports — spam, fraud, infringement or misuse of anything we built, to info@streamedgesolutions.com. What to include is listed in our Acceptable Use Policy.

8. The complaints procedure

A complaint is different from a question. If you are unhappy with something we did, or did not do, this is the route — and using it is better for you than escalating elsewhere first, because it creates a record and a deadline.

  • Step 1 — Raise it. Email info@streamedgesolutions.com with “Complaint” in the subject line. Include the details in section 9. If you have already been discussing the issue with someone here, say so — a complaint is not a fresh start, it is an escalation of something that is not going well.
  • Step 2 — We acknowledge it within 1–2 business days. The acknowledgement confirms what we understand the complaint to be, names the person handling it, and gives you a reference. If our summary is wrong, correct it immediately — everything after this point is answered against that summary.
  • Step 3 — We investigate. We look at the order record, the correspondence, the delivered work and the account from the people involved. Where we need something from you to complete the picture, we ask once, clearly.
  • Step 4 — We respond in writing with what we found, whether we accept the complaint in whole or in part, what we are going to do about it, and by when. Where we do not accept it, we explain why rather than simply declining, and we set out what you can do next.
  • Step 5 — We do what we said, and confirm when it is done.

If the investigation is going to take longer than the target below, we tell you before the deadline rather than letting it pass in silence, with the reason and a revised date.

We aim to give a substantive written outcome to a complaint within 10 working days of acknowledging it. If the investigation will take longer than that, we tell you before the deadline, with the reason and a revised date.

9. What to include in a complaint

The more of this we have at the start, the fewer rounds it takes:

  • Your name and the business name the order or engagement is under.
  • The order number, invoice reference or project name.
  • What happened, in date order, with the dates.
  • What you expected instead, and where that expectation came from — the product page, the proposal, an email from us.
  • Who you have already dealt with here, and what you were told.
  • Evidence: the emails, screenshots, error messages or files.
  • What outcome you want. Rework, a refund, an explanation, a change to how we do something — say which. A complaint with a stated remedy is settled far faster than one without.
  • How to reach you, and whether you would prefer a call.

10. If it is still not resolved

If our response does not settle it, say so in reply — do not let it drop. The escalation route is:

  • Ask for it to be reviewed. Reply to our response saying which part you disagree with and why. The review is carried out by someone who did not handle the original complaint, where that is possible in a business of our size, and we will tell you honestly if it is not. An unresolved complaint is escalated to a director of Streamedge Solutions Limited.
  • Good-faith resolution. Both sides then have 30 days to resolve it through discussion, under our Terms & Conditions.
  • Mediation. If that fails, both parties may agree to mediation before anyone starts proceedings. It is cheaper and faster than court for both of us.
  • Legal proceedings. Failing all of that, the governing law and courts in our Terms & Conditions apply.

Two independent routes exist regardless of anything above. A complaint about how we handle personal data can go to the data protection authority in Kenya — the Office of the Data Protection Commissioner — as described in our Privacy Policy. And you always keep any right you have under a law that applies to you and cannot be contracted out of.

We do not currently name a trade body or ombudsman scheme, because we do not belong to one, and naming one we are not a member of would be worse than saying nothing.

11. What we ask of you

We take complaints seriously, we do not penalise anyone for making one, and raising one will not affect how your work is treated.

In return we ask that you:

  • put it in writing, so there is a record both of us can rely on;
  • give us a fair chance to investigate before escalating it elsewhere;
  • come to us before raising a payment chargeback — see the Refund Policy;
  • keep it civil. We will end a conversation that becomes abusive to our staff, and we will say so in writing when we do.

12. Our details

Streamedge Solutions Limited
info@streamedgesolutions.com
+254 719 771839
12th Floor, One Padmore Place, George Padmore Road, P.O Box 856-00606, Nairobi
Kenya

The details above are the registered contact details for Streamedge Solutions Limited.

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