Creative Developers Kenya | Software Development Company in Kenya

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REFUND POLICY Creative Developers Effective Date: 1 June 2025 | Last Updated: 1 June 2025

1. Introduction

At Creative Developers, we are committed to delivering high-quality digital solutions and maintaining a transparent, fair relationship with every client. This Refund Policy outlines the terms under which refunds may be requested and processed for services provided by Creative Developers.

By engaging our services or making any payment to Creative Developers, you agree to the terms set out in this Refund Policy. We encourage you to read this policy carefully before initiating any project or making any payment.

For any questions regarding this policy, please visit us at https://creativedevelopers.co.ke or reach out through our contact page at https://creativedevelopers.co.ke/contact.

2. Nature of Our Services

Creative Developers provides custom digital services including:

Website design and development
Mobile application development
Web application development
Software as a Service (SaaS) development
Enterprise Resource Planning (ERP) solutions
Technical consultancy and digital strategy

Because our services are custom, time-intensive, and involve the allocation of skilled human resources from the moment a project commences, refunds are handled on a case-by-case basis in accordance with the terms outlined in this policy.

3. Payment Structure

Most Creative Developers projects are structured around milestone-based payments. The standard payment structure is as follows:

Deposit / Kickoff Payment — a non-refundable upfront payment required to reserve our team's time and commence work on your project
Milestone Payments — payments tied to the completion and approval of specific project deliverables
Final Payment — due upon project completion, before final files or live deployment are handed over to the client

The specific payment schedule for your project will be outlined in your service agreement or project proposal. In the event of any conflict between this Refund Policy and a signed service agreement, the terms of the signed service agreement shall take precedence.

4. Non-Refundable Payments

The following payments are strictly non-refundable under all circumstances:

Deposit and kickoff payments — once work has commenced, the deposit covers the cost of initial research, planning, discovery, and resource allocation, none of which can be recovered
Payments for completed and approved milestones — once a deliverable has been presented to the client and approved (verbally, in writing, or by inaction within the review period), the associated payment is non-refundable
Payments for third-party costs incurred on your behalf, including but not limited to domain registration fees, hosting fees, premium plugin or theme licences, third-party API subscriptions, and stock imagery

5. Refund Eligibility

A refund may be considered in the following circumstances:

5.1 Project Not Yet Started

If you cancel your project after making a deposit but before any work has commenced, you may be eligible for a partial refund of up to 50% of the deposit paid, at the discretion of Creative Developers. The remaining amount covers administrative processing, consultation time, and opportunity cost from having reserved our team's schedule.

5.2 Creative Developers Fails to Deliver

If Creative Developers fails to deliver the agreed scope of work within the agreed timeframe — and we are unable to remedy the situation within a reasonable additional period — you may be entitled to a partial or full refund for work not yet delivered. This does not apply to delays caused by the client, including delayed feedback, failure to provide required content or assets, or change of scope requests.

5.3 Significant Deviation from Agreed Scope

If the work delivered is materially and demonstrably different from the scope agreed upon in the signed service agreement or approved proposal, and Creative Developers is unable to correct this after being given a reasonable opportunity to do so, a partial refund for the affected portion of work may be considered.

6. Non-Eligible Refund Scenarios

Refunds will not be issued in the following situations:

You change your mind about the project after work has commenced
You are unhappy with a design direction that was previously approved by you
You decide to use a different agency or freelancer mid-project
Delays are caused by your failure to provide timely feedback, content, assets, or approvals
The project is paused or abandoned due to inaction on your part for more than 30 days
You request changes that fall outside the originally agreed project scope
Technical issues arise from third-party platforms, hosting providers, or tools outside our control
The website or product has been delivered, handed over, and accepted

7. Revision and Dispute Resolution Process

Before requesting a refund, we strongly encourage clients to raise any concerns directly with us. Most issues can be resolved through clear communication and a commitment to finding a fair outcome for both parties.

Our dispute resolution process is as follows:

Step 1 — Contact us at https://creativedevelopers.co.ke and describe your concern in writing, referencing your project details and the specific issue
Step 2 — Our team will review your concern and respond within 5 business days with a proposed resolution
Step 3 — If the issue cannot be resolved through direct discussion, both parties agree to pursue mediation before initiating any formal legal proceedings
Step 4 — If mediation fails, the matter shall be resolved in accordance with the laws of the Republic of Kenya

We are committed to fair outcomes and will always approach disputes with professionalism and good faith.

8. How to Request a Refund

If you believe you are eligible for a refund under the terms of this policy, please follow these steps:

Visit https://creativedevelopers.co.ke/contact and submit a refund request in writing
Include your full name, company name (if applicable), project name or reference number, the payment(s) in question, and a clear explanation of the grounds for your request
Attach any relevant documentation such as your signed proposal, payment receipts, or correspondence related to the issue

We will acknowledge your request within 3 business days and provide a full response within 10 business days of receiving all required information.

9. Refund Processing

Where a refund is approved:

Refunds will be processed using the same payment method used for the original transaction wherever possible
M-Pesa refunds will be processed within 3 to 5 business days of approval
Bank transfer refunds will be processed within 5 to 7 business days of approval
Creative Developers reserves the right to deduct any third-party transaction fees incurred from the refund amount

10. Project Cancellation by Creative Developers

In the rare event that Creative Developers is unable to complete your project due to circumstances on our end — such as unforeseen capacity constraints or force majeure events — we will notify you promptly and offer either:

A full refund of any payments made for work not yet delivered, or
An arrangement to complete the project at a rescheduled date acceptable to both parties

11. Governing Law

This Refund Policy is governed by the laws of the Republic of Kenya. Any disputes arising from or related to this policy that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of Kenya.

12. Changes to This Policy

Creative Developers reserves the right to update or amend this Refund Policy at any time. Any changes will be published on our website at https://creativedevelopers.co.ke with an updated effective date. Continued engagement with our services following any update constitutes your acceptance of the revised policy.

13. Contact Us

For any questions, concerns, or refund requests related to this policy, please get in touch with us:

Website: https://creativedevelopers.co.ke
Contact Page: https://creativedevelopers.co.ke
Company: Creative Developers
Location: Nairobi, Kenya

We are here to help and committed to resolving any concerns fairly and professionally.

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