Refund and cancellation policy

What this policy covers

It applies to website packages, services and other items ordered through our website cart, and to work we confirm in a written quotation. Domains, hosting and email bought on MavenHost are covered by the terms published on MavenHost. Where a signed agreement or written quotation sets different terms, that document applies.

How ordering and payment work

An order placed on this website is a request. We review it and send you an invoice confirming the scope and final amount, including taxes and any third-party charges. Payment is only due after you receive the invoice, by M-PESA Paybill or bank transfer to the account shown on it. Online payment by card or M-PESA is coming soon.

Cancelling an order

• Before we confirm it: cancel at any time from My orders in your customer portal. Nothing is charged.
• After we confirm it, before you pay: tell us and we will cancel it. Nothing is due.
• After you pay, before work starts: we refund the full amount paid, less any third-party costs we have already paid for you and cannot recover (for example a registered domain or a purchased licence). We tell you about any such cost before deducting it.
• After work has started: we refund the amount paid less the value of work completed to the date of cancellation, assessed against the stages in your written confirmation, and less unrecoverable third-party costs. We send you a written breakdown.
• After work is completed and delivered: completed work is not refundable. Defects in the agreed work are corrected free of charge for 30 days after delivery.

Fixed-scope services

Assessments, discovery and other fixed-scope services are refundable in full until work begins. Once the findings or deliverables have been provided, they are not refundable.

Managed Website Plan and other annual services

You can cancel renewal at any time, and the service then continues until the end of the period already paid. Part-used annual periods are not refunded, except where we cannot provide the service or where the law requires a refund. Domain registrations and renewals cannot be refunded once they are processed with the registry.

If we cannot deliver

If we cancel an order, or cannot provide a service we have confirmed, we refund the amount paid for the part we cannot deliver in full.

How refunds are paid

• M-PESA payments are refunded to the M-PESA number they came from.
• Card payments, once online payment is available, are refunded to the same card through our payment provider.
• Bank transfers are refunded to the account the payment came from, after we confirm its details with you in writing.
• We process an approved refund within 10 business days. Your bank or card issuer may take additional time to show it.
• Refunds are made in the currency of the original payment. We do not refund in cash.

How to cancel or request a refund

Email info@inaracresttechnologies.com or call +254 798 856 450 (Monday – Friday, 8:00 am – 5:00 pm), and include your order reference (for example ORD-00012). You can also write to us from your customer portal. We will never ask for your card number, M-PESA PIN or one-time codes to process a refund.

Your rights

Nothing in this policy limits any rights you have under the laws of Kenya, including the Consumer Protection Act, 2012.