Delivery & Fulfilment Policy

1. Nothing is shipped

To be unambiguous about it:

• No physical product is sold, packed, posted, couriered or collected.
• No shipping fee, handling fee or delivery charge is ever added to an order, in any currency, under any name.
• There is no returns address, because there is nothing that could be sent to one. Cancellations are handled under our Refund & Cancellation Policy, which turns on what has been performed rather than on returning goods.
• No one visits your premises. All work is carried out remotely, from Kenya, over the internet.
• There is no geographic restriction on delivery, because there is nothing to move across a border. Where you are affects only your own tax position and your own bank’s currency conversion.

2. How each type is delivered

Every listing carries a delivery label that tells you, before you buy, how that item will reach you:

• Instant Digital — issued as a file, or a link to a file, to the email address on your order. See section 3.
• Remote Setup — carried out remotely by our team on your systems or on ours, then handed over. See section 4.
• Managed Subscription — a one-off remote setup, then ongoing work and access through each billing period. See section 5.
• Custom Build — scoped and priced in writing first, then built and handed over remotely to the milestones in the proposal.

3. Digital file delivery

Where it goes. To the email address entered on your order. Nowhere else. If that address is wrong, tell us immediately — we can re-send, but we cannot recall what has already gone.

What arrives. The file itself as an attachment, or a link that lets you download it, depending on its size. Either way it is the finished item described on the product page, in the format that page states.

When it is treated as delivered. At the moment the file, or the link giving access to it, is sent. That is the point our Refund & Cancellation Policy treats as delivery, so it matters.

• Check your spam or junk folder before assuming a file has not arrived. Business mailboxes with aggressive filtering are the most common cause of a “missing” delivery.
• If a file is corrupt, incomplete, unopenable or wrong, tell us and we re-issue it at no charge. There is no charge for a re-send of a file you have lost, either.
• You may keep, copy and use the file within your own organisation. You may not resell it or publish it as your own.

A download link issued with a digital file stays valid for 30 days from the day it is sent. If a link has expired or stopped working, ask us and we will issue a fresh one at no charge.

4. Remote service delivery

A remote service is delivered as work, not as a parcel. The sequence is the same for every service in the catalogue:

• We confirm requirements. We read what you sent with the order, come back in writing with anything missing, and agree the scope. No chargeable work starts before this.
• We build and configure remotely. Setup, configuration, migration and testing are done by our team over a remote connection — on your systems or on ours, whichever the listing specifies. Where we need access to your systems, we ask for the narrowest access that does the job.
• We review it with you. You get a defined period to check each milestone and come back with feedback.
• We hand it over. See section 10.

Progress is visible on your order record throughout, moving through requirements review, in progress, testing and review, and completed.

5. Subscription access

A subscription is delivered in two parts: a one-off remote setup at the start, then ongoing work through each period you have paid for.

• Setup. We agree exactly which systems the plan covers and the access we need, then configure the monitoring, alerting, backup and maintenance schedule. The listing states how long this takes.
• Each period. The covered work is carried out and reported to you. The cover is live for the whole period whether or not you raise anything in it — that is what you are paying for.
• Renewal. The plan continues period after period until one of us cancels it in writing. Billing is in advance of the period it covers.
• When access ends. Cover runs to the end of the last period you have paid for, then stops: monitoring and alerting are switched off and any support allocation ends. Systems we built or manage for you keep running — they are yours — they simply stop being watched. How to cancel is in the Refund & Cancellation Policy.

6. Expected delivery times

The timeframe on each product page is the authoritative one for that item. It is stated on the listing before you buy and it is stated again on your order. As a general shape:

• Instant Digital — most files in this catalogue are produced for you rather than sitting ready, so they take the working days stated on the listing, typically several. Where an item genuinely is an instant download, the listing says so and it is issued as soon as payment is confirmed.
• Remote Setup — from a few business days for a small configuration to several weeks for a build. The listing gives the range for that specific item.
• Managed Subscription — the setup completes within the period on the listing, usually a small number of working days, and the ongoing cover starts from then.
• Custom Build — set out in the written proposal, against milestones, before you accept it.

These are working estimates, not fixed deadlines, unless a proposal expressly makes a date binding. Where a listing quotes a range, we work to the range and tell you in writing if we are going to miss it, before we miss it rather than after.

Two things routinely extend a timeframe and neither is within our control: waiting on you (see section 8) and waiting on a third-party platform to approve, verify or provision something. Where a listing depends on a platform approval, it says so.

7. What starts the delivery clock

Two things have to be true before the clock starts, and it starts on the later of them:

• Payment is received — or, where we have agreed invoice terms with you, the order is confirmed on those terms; and
• you have supplied the requirements the listing asks for, in a usable form.

It does not start on the date of your enquiry, the date you added the item to the cart, or the date you placed the order if the requirements were not with it. The requirements for each item are listed on its product page under “what we need from you” before you buy, and the checkout asks for the ones we can capture there.

If we need more from you than the checkout captured, we ask in writing straight away. The clock is paused from the moment we ask until the moment the answer arrives, and it resumes rather than restarting.

8. If requirements are not supplied

This is the single most common reason an order is late, so here is exactly what we do about it:

• We ask, in writing, for what is missing, and say plainly what cannot proceed without it.
• We chase. We follow up rather than sitting silently on a stalled order.
• Your order is held open, not cancelled. An order waiting on you is marked as awaiting requirements and stays that way. We would rather hold a place open than cancel work you have paid for.
• Your slot in the schedule may move. Specialist time reserved for your job and left idle gets reallocated, so a long wait can push delivery behind other projects even after the information arrives.
• Work already done stays chargeable. If an order is eventually cancelled because the requirements never came, the position on fees is in the Refund & Cancellation Policy. We do not treat a stalled order as our failure to deliver.

If we are waiting on information or materials from you, we send written reminders and keep the schedule slot open for 10 working days. After that the order is paused and its slot released; we cancel nothing without telling you first, and the work resumes once you are ready.

9. Access to your order record

Every order has a record you can look at, showing what you bought, what you paid, the current status, the history of that status and the payments recorded against it.

• How to open it: go to Track my project and enter your order number together with the email address the order was placed with. There is no password and no account.
• Keep both to yourself. Anyone holding the pair can see the order. If either is exposed, tell us and we will reissue the reference.
• A receipt is available from the same place and can be printed or saved at any time.
• We email you at each significant status change, so the record is a place to check rather than somewhere you have to watch.

A completed order stays viewable through the order lookup for 24 months after completion. How long we are obliged to retain the underlying accounting record is covered in our Privacy Policy.

10. How completed work is handed over

Completion is a handover, not a switch being flipped. You receive:

• The working thing itself — the live site, the configured system, the running automation, the migrated environment.
• The credentials and accounts that belong to you, transferred into your name wherever the platform allows it, so you keep control and we can be removed cleanly.
• The documentation described on the product page or in your proposal.
• A walkthrough where the listing includes one, so someone on your side can actually operate what we built.
• Any source files or exports the listing specifies.

Ownership of the custom work transfers to you on payment in full — see our Terms. We hand over on completion; you own it once it is paid for.

After handover, we remove or reduce our access to your systems at your request. Change any credential you shared with us once the engagement ends — that is good practice with any supplier, including us.

11. If we fail to deliver

If we do not deliver, you get your money back for what was not delivered. That is set out in full in section 11 of the Refund & Cancellation Policy, and applies whether the reason is that we never started, that we cannot complete to the standard agreed, or that we are withdrawing a plan.

Before it gets to that:

• If we are going to be late, we tell you before the date, not after it, with a revised date and the reason.
• If delivered work does not do what the product page said, our first obligation is to put it right at no extra charge. A refund follows only if we cannot.
• If a third-party platform blocks the work — access withdrawn, a feature discontinued, an approval refused — we tell you promptly and agree the alternatives. Where there is no alternative, the undelivered part is refunded.
• Whatever the reason, we hand over everything completed to date at no charge, and point you to alternatives where we can.

If you think something has gone wrong with a delivery, raise it through Contact & Complaints, which sets out how it is acknowledged, handled and escalated.

12. Changes to this policy

We update this page when how we deliver changes. The version in force when your order was confirmed is the version that applies to it. The date of the current version is shown at the top.

13. Contact

Anything about a delivery, a missing file or an order status: info@streamedgesolutions.com. Quote your order number and we will find it faster.

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

The rest of our policies

These documents work together. Where one of them deals with a point in more detail, it says so and links across.

• Terms & Conditions — The basis on which you buy and we deliver.
• Privacy Policy — What we collect, why, and what you can ask us to do with it.
• Refund & Cancellation Policy — How refunds are assessed, item by item.
• Cookie Policy — What this site stores in your browser and why.
• Acceptable Use Policy — What this site and what we build for you may not be used for.
• Disclaimer — What we do and do not promise about results.
• Contact & Complaints — Where to send an issue, and how a complaint is handled.