Refund & Cancellation Policy
Effective Date: July 6, 2026
At KITECH LTD, we are committed to delivering high-quality digital products and services while maintaining transparency and fairness in our business practices. This Refund & Cancellation Policy explains how cancellations, refunds, and subscription terminations are handled for all services provided by KITECH LTD.
By purchasing or using any of our products or services, you agree to this Refund & Cancellation Policy in addition to our Terms & Conditions.
1. General Policy
Many of the products and services offered by KITECH involve immediate digital delivery, third-party provisioning, or custom professional work. As a result, not all purchases are eligible for refunds.
Each refund request is reviewed individually, taking into account the nature of the service purchased, the work already completed, and any third-party costs incurred.
2. Domain Name Registration
Domain name registrations, renewals, restorations, and transfers are processed immediately through the relevant domain registry after payment confirmation.
Accordingly:
- Domain registrations are non-refundable once successfully registered.
- Domain renewals are non-refundable after they have been processed.
- Domain transfers are non-refundable once initiated.
- Customers are responsible for ensuring the accuracy of the domain name, registration period, and registrant information before completing payment.
3. Web Hosting Services
Hosting services may be cancelled at any time.
However:
- Cancellation prevents future renewals only.
- The hosting service will remain active until the end of the paid subscription period unless otherwise agreed.
- Fees already paid for the current hosting period are generally non-refundable.
- No partial refunds are provided for unused hosting periods except where required by applicable law.
4. Business Email Services
Business email services, including third-party email platforms configured or managed by KITECH, may be cancelled before the next renewal date.
Once an account has been provisioned or renewed:
- Subscription fees are generally non-refundable.
- Customers are responsible for backing up their email data before requesting cancellation.
5. Website Development & Software Services
Website development, mobile application development, software engineering, branding, consulting, integrations, and other professional services are delivered according to agreed quotations, contracts, or project milestones.
For these services:
- Payments made for completed milestones are non-refundable.
- If a project is cancelled before completion, KITECH reserves the right to charge for all work completed up to the cancellation date.
- Any eligible unused prepaid amount may be refunded after deducting completed work, third-party expenses, and any applicable administrative costs.
6. Subscription Services
Recurring subscription services may be cancelled at any time before the next billing cycle.
Cancellation will:
- Prevent future subscription charges.
- Allow access to the service until the current paid subscription period expires unless otherwise stated.
7. Duplicate or Incorrect Payments
Customers who accidentally make:
- duplicate payments,
- payments with an incorrect amount, or
- payments resulting from a verified billing error,
should contact KITECH as soon as possible.
After verification, KITECH will process an appropriate refund using the original payment method whenever reasonably possible.
8. Refund Processing
Where a refund request is approved:
- KITECH will initiate the refund within 3-5 business days from the date the refund is approved.
- The time required for the refunded amount to appear in the customer's account may vary depending on the customer's bank, card issuer, mobile money operator, payment processor, or other financial institution.
- Delays caused by banks, payment service providers, clearing systems, public holidays, regulatory requirements, or other circumstances beyond KITECH's reasonable control are outside KITECH's responsibility.
- Where permitted by law, any transaction or processing fees charged by third-party payment providers may be deducted from the refundable amount.
9. Service Issues
If you believe that a service has not been delivered as agreed, we encourage you to contact us before requesting a refund.
Our team will make reasonable efforts to:
- investigate the issue,
- resolve technical or service-related problems,
- provide corrections where applicable, and
- reach a fair and reasonable solution.
Customer satisfaction remains one of our priorities, and we will always seek to resolve issues professionally whenever possible.
10. How to Request a Refund
To request a refund, please contact us using the details below and include:
- Full name
- Company name (if applicable)
- Order or invoice number
- Payment reference
- Description of the issue
- Any supporting documentation that may assist in reviewing your request
Email: info@kitech.rw
Our team will acknowledge your request and review it as promptly as possible.
11. Changes to this Policy
KITECH LTD reserves the right to modify or update this Refund & Cancellation Policy at any time to reflect changes in our services, legal obligations, or business operations.
Any updates become effective immediately upon publication on our website. Customers are encouraged to review this policy periodically.
Contact Information
KITECH LTD
Website: https://kitech.rw
Email: info@kitech.rw
For any questions regarding this Refund & Cancellation Policy, please contact us. We are committed to providing clear communication and timely assistance regarding your purchases and services.
