Refund Policy

This Refund Policy explains when and how refunds are available for Code Kumite's products and services. It applies to all engagements unless a signed Statement of Work (SOW) or Master Service Agreement (MSA) expressly states different terms, in which case that document controls.

Because our Services are primarily custom software development, consulting, and configuration work performed on a time-and-materials or milestone basis, refunds are handled differently than for off-the-shelf retail products. Please read this policy carefully before engaging our Services.

1. General Principle

Fees paid for work that has already been performed are non-refundable, because that time and expertise have already been delivered and cannot be "returned." Refunds under this policy apply only to the specific circumstances set out below.

2. Non-Refundable Items

The following are non-refundable under all circumstances, except where required by applicable law:

• Discovery, scoping, requirements-gathering, and design work already completed and delivered
• Custom software development work already performed, whether or not the final deliverable has been formally accepted
• Setup, onboarding, configuration, and data migration fees once the associated work has commenced
• Third-party costs already incurred on your behalf (e.g. domain registration, hosting, licenses, API/platform fees, WhatsApp Business API setup costs, advertising spend)
• Monthly or annual subscription/retainer fees for the period already in progress
• Any milestone payment for a milestone that has been completed and delivered, regardless of whether you have reviewed it

3. When a Refund May Be Available

You may be eligible for a partial or full refund only in the following circumstances:

• Advance payment for work not started. If you cancel an engagement in writing before any work has commenced, any advance payment will be refunded in full, less any non-refundable third-party costs already committed on your behalf.
• Undelivered milestone. If a specific paid milestone was not delivered and Code Kumite is unable to deliver it or a reasonable substitute within a mutually agreed cure period, the fee paid for that specific undelivered milestone (and only that milestone) may be refunded.
• Service unavailability caused by Code Kumite. Where a subscription or hosted service you have paid for is unavailable due to a failure on our part for a continuous period exceeding the service-level commitment stated in your SOW, a pro-rated credit or refund for the affected downtime period may be issued at our discretion.
• Billing error. If you were charged in error (duplicate charge, incorrect amount, or a charge for a service you did not order), the erroneous amount will be refunded in full upon verification.

Refunds are not available simply because you changed your mind, your business needs changed, or you are dissatisfied with a design or product decision that was approved by you in writing during the engagement.

4. Requesting a Refund

To request a refund, email info@codekumite.com with your invoice number, the engagement or project name, and the reason for the request, within thirty (30) days of the payment or event giving rise to the request. We will review the request against this policy and the applicable SOW and respond within ten (10) business days. We may request supporting documentation or a call to clarify the issue before making a determination.

5. Cancellations Mid-Engagement

If you terminate an ongoing engagement partway through, you remain liable for all fees for work performed and third-party costs committed up to the effective date of termination, as set out in Section 10 of our Terms of Service. Any unearned advance balance beyond work performed and committed costs will be refunded within thirty (30) days of termination taking effect.

6. Refund Method and Timeline

Approved refunds are issued to the original payment method or via bank transfer to the account the original payment was made from, within fifteen (15) business days of approval. Processing times for the refund to appear may vary depending on your bank or payment provider and are outside our control.

7. Disputes and Chargebacks

If you believe a charge is incorrect, please contact us directly at info@codekumite.com before initiating a chargeback or dispute with your bank or card provider. Initiating a chargeback for fees that are properly due under an accepted proposal, SOW, or these Terms — without first attempting resolution with us — may result in suspension of Services and pursuit of the amount owed, including any chargeback and collection costs, in accordance with our Payment Terms.

8. Product-Specific Terms

Where Code Kumite products (POS, CRM, HRMS, accounting, clinic/hospital management, or similar software licensed on a subscription basis) are provided directly rather than as part of a custom engagement, subscription fees already billed for the current billing period are non-refundable, but you may cancel auto-renewal at any time to prevent future charges.

9. Changes to This Policy

We may update this Refund Policy from time to time. The version in effect at the time you make a payment governs that payment, unless a signed SOW or MSA states otherwise.

10. Contact

For refund requests or questions about this policy, contact info@codekumite.com.