Refund & Cancellation Policy

1. Scope, and the one rule underneath it

This policy applies to everything sold by Streamedge Solutions Limited and forms part of our Terms & Conditions. Where you have signed an individual client agreement with different refund provisions, that agreement takes precedence.

There is no blanket “30-day money back” and no “no questions asked” refund here, and we will not pretend otherwise. A file you already hold and a week of a specialist’s time are not the same purchase, and a policy that treated them the same would be a policy we could not honour. Every product page states what is and is not included before you buy, and this page assesses refunds against exactly that.

The single rule everything below follows:

• What has genuinely been delivered is chargeable. Work performed, files issued, periods elapsed, third-party costs committed.
• What has not been delivered is refundable. Work not started, periods not begun, files not issued.
• Where we are at fault, you get your money back. See section 11.

An order covering more than one item is assessed item by item. A subscription bought alongside a one-off setup is two decisions, not one.

This page sets out the terms we offer. It does not remove any right you have by law. We recognise the Consumer Protection Act, 2012 (Kenya) as applying to our online sales, alongside the governing law stated in our Terms & Conditions. Nothing in this policy limits a mandatory cancellation or refund right that law gives you.

2. Which section applies to you

Every item in our shop carries a delivery label. That label decides which section below governs it:

• Instant Digital — a file you receive and keep. See section 3.
• Remote Setup — setup, build or configuration work carried out remotely for a one-off fee. See sections 4 and 5.
• Managed Subscription — an ongoing service billed monthly or annually. See section 7.
• Custom Build — quoted individually, with no checkout price. See sections 6 and 9.

None of these is a stocked item. There is no despatch stage at which an order can be intercepted before it leaves us, which is why every test below turns on whether work has started or access has been given rather than on returning anything.

3. Digital files

A digital file is one where the thing you pay for is the file itself — a report, a document, a template, a data export. Delivery is complete the moment the file, or a link giving you access to it, has been sent to the email address on your order.

Before the file or its link has been issued: cancel and the fee for that item is refunded in full.

Once the file or its link has been issued: it cannot be handed back — you already hold a copy, and there is no way for us to un-send it. A refund after that point is discretionary, assessed under How to request a refund, and is not automatic. In particular, a file is not refundable on the basis that you changed your mind about needing it after reading it, or that its findings were not the ones you were hoping for.

If the file is wrong: corrupt, incomplete, unopenable, or not the item described on the product page — tell us and we re-issue or correct it at no charge. If we cannot, that item is refunded in full. This is not discretionary.

An unused digital file may be refunded within 14 days of the date it is issued, provided it has not been downloaded, deployed or otherwise put to use. After that window, or once the file has been used, it is treated as delivered.

One practical note: most files in our catalogue are written for you over several working days rather than being an off-the-shelf download available the second you pay. Until such a file has been produced and sent, cancelling it is cancelling commenced work — see section 5, not this one.

4. Services not yet started

If you cancel a service after ordering but before any chargeable work has begun, the fee for that item is refunded, less only:

• third-party costs already committed on your behalf — a domain registered, a licence bought, a platform fee paid — because we cannot recover them; and
• any retention expressly stated in a proposal you accepted.

“Chargeable work” means discovery, planning, research, design, development, configuration, migration, scheduling specialist time against your job, or buying something for you. Answering your pre-sales questions and preparing a proposal is not chargeable.

You can also cancel with a full refund where we have not been able to start within the timeframe we agreed with you in writing.

5. Services already started

Once chargeable work has begun, a cancellation is settled, not reversed. We work out what has been done, set it against what has been paid, and refund or invoice the difference. Nothing needs to be uninstalled or given back.

• All work performed up to the cancellation date is chargeable, at the rates or the proportion of the fixed fee that the work represents.
• Any milestone delivered and accepted is payable in full and is not refundable.
• Work in progress on an incomplete milestone is charged pro rata — in proportion to what was actually completed, supported by a written statement of the work performed, so you can see what you are being charged for rather than taking our word for it.
• Third-party costs already committed are payable in full.
• Any balance left after those deductions is refunded to you. Where the deductions exceed what you have paid, the shortfall is invoiced.
• On settlement, we hand over the work completed to date in its current state, with the credentials, accounts and assets belonging to you. Part-built work is handed over as it stands, and we do not warrant that an unfinished build is fit for production use.

A service is not refundable on the grounds that the commercial outcome was disappointing, where the work itself matched the agreed scope — see our Disclaimer. Where the delivered work does not do what the product page said it would, our first obligation is to put it right at no extra charge; if we cannot, that item is refunded.

Where a project stalls because content, access or approvals we asked for were not supplied despite written reminders, the work already done stays chargeable. We will hold the engagement open rather than cancel it wherever that is practical — see the Delivery & Fulfilment Policy.

6. Customised and bespoke work

Customised work is anything built, designed or configured to your specification rather than sold off a product page: quoted custom builds, bespoke integrations, brand and creative work, and any variation you ask us to make to a standard service. Because it is made for you, it cannot be offered to anyone else — which is the whole reason it is treated more strictly than a standard service.

• Creative and build work that has been presented to you is chargeable, whether or not you go on to use it. A logo route, a design concept, a wireframe, an architecture, a draft build — once it has been shown to you, the work exists and has been delivered. Rejecting a direction is feedback, not a refund event; the revision rounds stated on the product page or in your proposal are how a direction gets changed.
• Completed and accepted bespoke work is not refundable. It has been delivered and cannot be resold.
• Where delivered bespoke work does not meet the written specification, we correct it at no extra cost within the warranty period stated in your proposal. Requests outside the agreed specification are new work and are quoted separately.
• A quotation itself is free and creates no obligation. You can decline it at no cost — see what a quote is and is not.
• Once you accept a quotation and work starts, the engagement is settled under section 5, using the milestones in the proposal.

7. Subscriptions

A subscription is cover across a period — monitoring, patching, standby capacity, hosting management, ongoing access. It is provided throughout the period whether or not you raise anything during it, which is why an elapsed period is not refundable: the cover was live.

How to cancel. Email info@streamedgesolutions.com from an address on the account, or reply to any invoice, naming the plan you are cancelling. Cancel before the next renewal date and no further period is billed. We acknowledge every cancellation in writing — if you have not had an acknowledgement, assume it has not reached us and chase it.

• A monthly plan may be cancelled on 30 days’ written notice.
• Periods already elapsed are not refunded.
• The current period, once it has begun and been used, is not refunded. Cancelling stops future periods; it does not reverse the one you are in.
• Future periods you have paid for in advance but that have not started are refunded in full.
• Cancelling stops billing at our end. If you also hold a standing order, direct debit or recurring mandate with your own bank or mobile-money provider, cancel that yourself — we cannot stop it from our side.
• Where we fail to provide the covered service for a sustained period, that period is credited or refunded.

What happens to access when a plan ends. Cover stops at the end of the last period you have paid for. Monitoring, alerting and scheduled maintenance are switched off, and any support allocation stops. Systems we built or manage for you keep running — they are yours — but they stop being watched. On cancellation we hand over the credentials, configuration and documentation another provider needs to take over. We do not hold your systems hostage to a balance on a plan you have cancelled.

If a renewal payment fails, we contact you rather than cutting the service off immediately. Persistent non-payment after written notice suspends it.

When you cancel part-way through a paid period, that period runs to its end and its unused remainder is not refunded pro rata — cancelling stops the next renewal rather than ending the period you have already paid for. To stop an annual plan renewing, give us at least 30 days’ notice before the renewal date; for a monthly plan the notice period is 30 days.

8. Bundles and packages

Where several items are sold together at a combined price below the sum of their individual list prices, the discount is the reward for buying the whole thing. Cancel part of it and the arithmetic has to be redone. A partial cancellation is settled like this:

• Components already delivered are charged at their individual list price — the price they carry on their own product page, not their discounted share of the bundle.
• The bundle discount is lost, because the condition for it — taking the whole bundle — no longer holds.
• What remains after that is refunded to you. Where the delivered components at list price come to more than you paid for the bundle, the refund is nil and nothing further is invoiced — we do not charge you more than the bundle price for cancelling it.
• Undelivered components are treated under their own section above: a service not started is refundable, a file not issued is refundable, a subscription period not begun is refundable.

An illustration of the arithmetic, with round numbers rather than any actual bundle: you pay 900 for a bundle whose components list individually at 1,000. One component, listed on its own page at 600, has been delivered. You are charged 600 — its list price, not its discounted share — and 300 is refunded.

Add-ons selected at checkout are assessed the same way as the item they attach to, at the add-on price shown at the time of order.

9. Quoted work with a deposit

A deposit on quoted work does two things: it secures a place in the delivery schedule, which means turning other work away, and it covers the scoping and planning that happens before visible progress starts.

• Before work starts: we retain 25% of the deposit and refund the remainder.
• Once work has started: the deposit is applied against the work performed and the engagement is settled under section 5. Where the work performed comes to less than the deposit, the balance is refunded to you; where it comes to more, the difference is invoiced.
• If we cancel before delivering anything, the deposit is refunded in full, retention included.
• A deposit is not a non-refundable booking fee, and we will not describe it as one.

Where work has not yet begun, you may cancel within 7 days of accepting a quote. We retain up to 25% of the deposit to cover the scoping and scheduling already carried out, and refund the balance. Once work has begun, cancellation is assessed against the work completed to that point.

10. Duplicate or mistaken payments

If you pay twice for the same thing, or pay us an amount that was never owed, you get it back in full. No deduction, no discretion, no assessment of what was delivered — it is not a refund of a purchase, it is the return of money that was never ours.

• Send us the payment references for both transactions, or the reference for the payment in error, at info@streamedgesolutions.com.
• We check it against our records and confirm in writing what we have found. Where we spot a duplicate ourselves, we contact you rather than waiting to be asked.
• You may take the amount back as a refund or leave it on account against the next invoice — your choice, not ours.
• Where the overpayment is the result of a bank or provider error rather than a payment to us, we will tell you and point you at the right party, because we cannot refund money we did not receive.
• Where we have charged the wrong amount, we correct it and return the difference on the same basis.

11. If we fail to deliver

Where we do not deliver what you bought, you are refunded in full for the part not delivered. This is the clearest case on the page and it is not discretionary. It covers:

• work we never started and can no longer schedule;
• work we conclude we cannot complete to the standard agreed;
• a file we cannot produce or cannot correct;
• a subscription period we did not actually provide cover for;
• a plan we withdraw — the unused balance of any paid period is refunded.

In every one of those, we also hand over everything completed to date at no charge, and where we can, point you to alternative providers. We do not keep a deposit on work we decided not to do.

Where the failure is partial — most of the work delivered, one element not — the undelivered element is refunded and the delivered part stands.

12. What is never refundable

• Work already performed and delivered.
• Milestones delivered and accepted.
• Creative or build work that has been presented to you, whether or not you use it.
• Completed bespoke work and custom integrations.
• Third-party costs committed on your behalf — domains, licences, hosting, platform fees.
• Media or advertising spend already placed with a platform on your behalf.
• Subscription periods that have already elapsed.
• A digital file already issued to you, other than in the circumstances in section 3.
• Fees where a project could not proceed because required content, access or approvals were not supplied by you despite written reminders.
• Anything cancelled because you changed your mind about work that has already been done.

None of this applies where the fault is ours — section 11 overrides this list.

13. How to request a refund

Send a written request to info@streamedgesolutions.com including:

• your order number or invoice reference;
• the specific item concerned, where the order covers more than one;
• the amount you are asking for;
• what went wrong, or why you are cancelling.

What then happens:

• We acknowledge the request within 1–2 business days.
• We review it against what was ordered, what was delivered and what was paid, and against the section of this page that governs the item.
• We reply in writing with our assessment, showing the arithmetic where a pro-rata or partial figure is involved — including a written statement of the work performed, so you can check it.
• If you disagree, the complaints procedure in Contact & Complaints applies, and after that the dispute route in our Terms & Conditions.

Telling us early gets a better result than telling us late. A service going wrong can usually be corrected, and a subscription can be stopped before the next period is billed — but only if we know.

14. How long, and how it is returned

• No online payment is connected to this site at present, so no refund is processed automatically. Every refund is arranged individually against the invoice it relates to and returned by the same route the payment arrived — normally bank transfer or mobile money to an account in the buyer’s name.
• Approved refunds are actioned within 14 days of our written approval. How long the money then takes to appear is down to your bank or provider, not to us — a card refund commonly takes several further working days.
• Refunds are made in USD, the currency of the order. If your account is in another currency, the amount you receive depends on your provider’s exchange rate on the day, which may differ from the rate when you paid.
• Bank charges, mobile-money charges and currency-conversion differences are deducted from the refunded amount where the provider does not return them to us.
• We do not refund to a third party or to a different account holder, except where the original payer genuinely cannot be paid.
• We confirm in writing when a refund has been sent, with its reference.

Once a refund is approved, we release it within 14 days. How long it then takes to reach you depends on your bank or mobile-money provider.

15. Chargebacks

If you believe a charge is wrong, come to us first. We answer refund requests in writing, we show our working, and we are usually faster than a card scheme.

A chargeback raised on work that has genuinely been delivered is a dispute we will contest, with the order record, the delivery evidence and the written statement of work performed. That helps nobody. Raising it with us instead costs you nothing and keeps the option of a chargeback open if we cannot agree.

Where a chargeback is raised, we may suspend work and any active subscription on that account until it is resolved.

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.
• Delivery & Fulfilment Policy — How digital work reaches you. Nothing is shipped.
• 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.