Refund Policy

1. Overview

At Neontek, we are committed to delivering high-quality digital solutions and ensuring our clients are satisfied with our services. This policy outlines our position on refunds, which has been established due to the custom, service-based nature of our work. Since our resources and man-hours are invested in each project from the moment of engagement, we do not offer traditional refunds.

2. Service-Based Nature of Our Work

As a digital services provider, Neontek sells intangible expertise, consultation, and labor. These resources are allocated upon project commencement and cannot be returned. We incur real costs, including developer time, project management, and operational expenses, for every project we undertake.

3. Non-Refundable Items

Due to the nature of our work, the following items are strictly non-refundable:

• Initial Deposits: The initial deposit paid to commence a project is non-refundable. It covers our initial discovery, consultation, project setup, and the allocation of our team's time, thereby securing your place in our development schedule.
• Milestone Payments: Payments made upon the completion of project milestones (as defined in the Project Proposal) are non-refundable. These payments compensate for the work already completed and accepted by you.
• Third-Party Costs: Any fees paid to third parties on your behalf, such as domain name registration, web hosting, stock photography, or software licenses (e.g., plugins, themes), are non-refundable.

4. Project Cancellation

Should you choose to cancel a project after it has commenced, you will be liable for all work that has been completed up to the date of cancellation. No refunds will be issued for work already performed. Any outstanding invoices for completed work must be settled in full.

5. Client Satisfaction

Our goal is your complete satisfaction. We operate on a system of milestone approvals to ensure the project aligns with your vision at every stage. We encourage open communication to address any concerns during the development process. Once the project is completed and final payment is made, our obligation shifts to the warranty period for bug fixes, as outlined in our Terms of Service.

6. Exceptional Circumstances

In the rare event that Neontek is unable to fulfill its obligations as outlined in the Project Proposal, we will work with you to find a fair and reasonable resolution. Any potential refund in such a circumstance will be at the sole discretion of Neontek management and will be considered on a case-by-case basis.

7. Chargebacks

We encourage our clients to contact us to resolve any issues before resorting to a chargeback. Initiating a chargeback without prior communication may be considered a breach of our agreement. We reserve the right to present our Project Proposal, records of communication, and proof of work to the relevant financial institution to contest the dispute.

8. Contact Us

If you have any questions about our Refund Policy or wish to discuss your project, please contact us. We believe in transparency and are happy to clarify any part of our process.
info@neontek.co.ke