Refund Policy

This Refund Policy explains the conditions under which Ubunzi Studio may issue refunds for services purchased or contracted. By engaging our services at studio.ubunzi.com, you acknowledge and agree to this policy.

We strive to deliver high-quality design and development services that meet your expectations. However, we understand that circumstances may arise where a refund is warranted. This policy outlines the conditions and process for requesting refunds.

Refunds may be considered in the following circumstances:

• Service not delivered: If we fail to deliver the agreed-upon services within the specified timeline without a valid reason, and the delay is not caused by client-side factors (e.g., delayed feedback, missing materials).
• Severe quality issues: If the deliverables contain major defects or do not substantially match the agreed specifications, and we are unable to resolve these issues within a reasonable timeframe after notification.
• Cancellation before work begins: If you cancel the project before we have commenced substantive work, you may be eligible for a full or partial refund, minus any non-refundable fees or costs already incurred.

Refunds will not be issued in the following situations:

• Change of mind: If you decide you no longer need the service after work has begun or been completed.
• Subjective preferences: If the deliverables meet the agreed specifications but do not match your personal aesthetic preferences that were not communicated during the project.
• Completed and approved work: Once deliverables have been formally approved by you (written approval or acceptance period expiry), they are considered final and non-refundable.
• Third-party costs: Expenses for third-party services, licenses, hosting, domains, or materials purchased on your behalf are non-refundable.
• Client-caused delays: If delays or issues arise due to lack of timely feedback, approvals, or provision of required materials from your side.

If a project is canceled mid-way through completion, refunds will be calculated based on:

• The amount of work completed at the time of cancellation
• Time and resources invested in the project
• Any non-refundable costs incurred (third-party services, materials, etc.)

The refund amount will be determined by subtracting the value of completed work and incurred costs from the total project fee.

• Refund requests must be submitted within 14 days of project completion or the issue arising.
• For subscription or retainer services, refunds must be requested within 7 days of the billing period in question.
• Requests submitted after these periods may not be eligible for refunds unless exceptional circumstances apply.

To request a refund, please follow these steps:

1. Contact us: Email ubunzi.co@gmail.com with "Refund Request" in the subject line.
2. Provide details: Include your order/invoice number, project details, and a clear explanation of why you're requesting a refund.
3. Include evidence: If applicable, provide screenshots, documentation, or other evidence supporting your claim.

We will review your request within 5-7 business days and respond with our decision. If approved, refunds will be processed within 10-14 business days to your original payment method.

We encourage you to contact us directly before initiating a chargeback or payment dispute with your financial institution. Chargebacks may result in:

• Suspension of services and access to deliverables
• Additional fees to cover chargeback processing costs
• Termination of business relationship and future service eligibility

We are committed to resolving issues fairly and will work with you to find a mutually acceptable solution.

Before considering a refund, we encourage utilizing the revision rounds included in your project agreement. Most concerns can be addressed through our revision process. Refunds are a last resort when revisions cannot resolve the issue or when we fail to meet our obligations.

Special package deals and promotional offers may have specific refund terms outlined at the time of purchase. These terms will supersede this general policy where applicable. Please review the specific terms of your package or offer.

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy.

If you have questions about this Refund Policy or need assistance with a refund request, please contact us at ubunzi.co@gmail.com. We're here to help and ensure your satisfaction with our services.