Refund & Cancellation Policy | TECH LINKS Digital Solutions

01

Nature of Custom Digital Services

At TechLinks, we engineer tailored software, custom websites, native mobile applications, bespoke graphic branding, and dedicated digital maintenance solutions.

Unlike physical manufactured goods, digital engineering and creative services involve substantial non-recoverable labor, developer time, technical architecture, and intellectual capital expended from the moment a project commences.

Our Core Commitment: We believe in complete transparency, rigorous quality assurance, and collaborative milestone reviews to ensure that every project is delivered to the highest professional standards before final deployment.

02

Upfront Deposits & Project Initiation

To ensure focused dedication and allocate our top engineering and design talent to your project, TechLinks requires an initial upfront commitment deposit (typically 50% of the total contracted project fee, or as defined in the signed SOW).

Non-Refundable Deposit Policy: Once a project has officially begun—meaning discovery sessions, requirement documentation, system architecture, or wireframe drafting has started—the initial deposit is non-refundable. This compensates for the allocation of engineering resources, project setup overhead, and reserving agency timeline capacity.

Cancellation Prior to Work Commencement: If a Client formally requests cancellation in writing before any discovery meetings have occurred, technical documents produced, or design work initiated, a full refund of the deposit will be issued, minus a 5% administrative and payment gateway processing fee.

03

Milestone-Based Refund Framework

Our development contracts are structured around sequential milestones. Each milestone represents a tangible stage of delivery with built-in client review and sign-off:

Phase 1: Planning, Wireframing & UI/UX Design

Design Phase

Deliverables: Interactive Figma prototypes, high-fidelity mockups, user flows, database schemas.

If the project is cancelled during this phase prior to design approval, the client is responsible only for Phase 1 fees. Any advance funds collected for subsequent coding phases (Phase 2 and 3) will be refunded in full.

Phase 2: Core Engineering & Staging Development

Coding Phase

Deliverables: Functional frontend, backend API integration, staging preview deployment.

Once development coding has commenced on the staging build, fees associated with Phase 2 are non-refundable. If the project is halted mid-development, the client will receive all working code assets completed up to that point.

Phase 3: Final Testing, Deployment & Code Handoff

Launch Phase

Deliverables: Production launch, domain point-over, source repository transfer, app store upload.

Once final approval is given, production files are deployed, or source repositories are handed over to the Client, no refunds will be issued under any circumstances.

04

Graphic Design & Brand Identity Policy

Graphic design, logo design, and brand identity projects involve creative conceptualization. We protect our clients through comprehensive revision rounds:

Concept Stage: If initial design directions fail to align with the client's creative brief, the client is entitled to utilize their included revision rounds for alternative directions.
Source Asset Release: Once the Client approves a final design concept and receives high-resolution vector assets (AI, EPS, SVG, PNG, Brand Guidelines), all fees paid are 100% final and non-refundable.
Unapproved Drafts: Rejected design drafts remain the exclusive intellectual property of TechLinks and may not be used, copied, or reproduced in any format.

05

Digital Maintenance & Support Retainers

Our ongoing maintenance contracts cover proactive server monitoring, security patching, backups, and technical support:

1. Cancellation Notice: Retainer subscriptions (monthly or quarterly) may be cancelled at any time by providing at least fourteen (14) days written notice prior to the next scheduled billing cycle.

2. Active Billing Cycles: Fees paid for an ongoing billing cycle are non-refundable. Services will continue until the end of the paid billing period.

3. Unused Retainer Hours: Retainer support hours do not roll over to subsequent months and are non-refundable.

06

Ineligible Circumstances for Refunds

Refund requests will not be approved under the following circumstances:

Change of Mind / Direction Cancelling a project due to internal business pivots, change of mind, or corporate restructuring after work has been completed.

Third-Party Purchases Direct out-of-pocket costs for domain registrations, third-party server hosting, paid plugins, fonts, stock photography, or app store developer fees.

Client-Induced Delays Projects stalled or abandoned due to the Client's failure to provide mandatory assets, copy, server credentials, or milestone sign-offs.

Subjective Discontent After Approval Claiming dissatisfaction on deliverables that were previously reviewed, signed off, and approved by the Client during prior milestone checkpoints.

07

Complimentary 30-Day Bug-Fix Warranty

In lieu of monetary refunds on deployed digital software, TechLinks provides a robust 30-Day Technical Quality Warranty:

If any bug, rendering defect, or code malfunction within the agreed scope is identified within thirty (30) days of live deployment, our engineering team will remediate and patch the issue promptly at zero additional cost.

Note: The warranty covers bugs within original project specifications. Modifications, third-party code tampering by external developers, or server configuration changes made by the client void this complimentary warranty.

08

Formal Refund Request Procedure

To submit an eligible refund request for an uncommenced phase or cancelled project, please adhere to the following steps:

1

Submit Written Request: Send an official notice via WhatsApp or formal email including your Invoice Number, Project Title, and detailed rationale for cancellation.

2

Agency Evaluation (3-5 Business Days): Our project management and billing team will audit all completed milestones, recorded engineering hours, and external costs incurred.

3

Disbursement (5-7 Business Days): Approved eligible refunds will be disbursed to the original payment channel (Mobile Money or Bank Account) within 5-7 business days.

09

Dispute Resolution & Chargebacks

We are committed to resolving all client concerns through respectful, direct dialogue. We kindly ask that you contact our management team directly prior to filing any payment dispute or chargeback with your bank or payment provider.

Filing an unnotified or fraudulent chargeback for completed and delivered digital milestones violates our Terms of Service and will result in immediate suspension of hosting services, revocation of software licenses, and possible referral to legal collection agencies.

10

Billing Support & Inquiries

Have questions regarding a quote, milestone invoice, or refund status? Our billing team is ready to assist you:

Billing Hotline +233 530 293 161

Direct Billing Chat WhatsApp Billing