Refund Policy

1. The principle

You pay for work performed. If we have not performed it, you should not be paying for it — and if we have, you should hold what we produced.

2. Before work starts

If you cancel after paying the deposit but before we begin work, we refund the deposit in full, less:

• Any third-party costs already committed on your behalf (domains, developer accounts, licences) — we will show you the receipts;
• Time already spent on discovery, requirements or proposal work beyond the free discovery call, at the published hourly rate, capped at 15% of the deposit.

In practice, cancelling within 48 hours of paying a deposit is usually refunded in full.

3. After work has started

Once work is under way, the deposit is not refundable, because the team's time has been committed and other work turned away. What you get instead is the work:

1. We stop at the point of cancellation and prepare a statement of what has been completed;
2. You are invoiced for work performed to that point, valued against the milestones in your agreement, and credited with what you have already paid;
3. If the deposit exceeds the value of work performed, we refund the difference;
4. If the work performed exceeds the deposit, the shortfall is invoiced;
5. Everything completed and paid for is released to you — source files, designs, documentation — and ownership transfers on settlement.

4. If we fail to deliver

If we cannot deliver what your agreement describes, and the cause is on our side:

• You receive a full refund of everything paid for the undelivered work, within 14 days;
• You keep, at no charge, everything already completed and delivered;
• Where we have caused you direct additional cost, we will discuss compensating it — subject to the liability cap in our terms of service.

This has happened rarely. When it has, we have refunded without argument.

5. What is not refundable

• Work completed and accepted, whether or not you subsequently launched it;
• Third-party costs paid on your behalf and non-recoverable, such as domain registrations and app store developer accounts;
• Hosting or care plan months already elapsed;
• Time spent on scope changes you requested and approved;
• Delays or cancellation caused by content, approvals or access you did not provide;
• Dissatisfaction with a subjective creative direction that was signed off at the time — revisions are the remedy for that, and two rounds are included at each stage.

6. Hosting, care plans and retainers

Monthly plans can be cancelled at any time and stop at the end of the paid month. We do not refund part-months.

Annual plans cancelled mid-term are refunded pro rata for the whole months remaining, less the 10% annual discount you received.

Retainers require one month's written notice from either side. The notice month is payable and is not refundable.

7. How to request a refund

1. Write to info@tech-x.co.tz with your project reference and what you are asking for. Portal clients can raise it as a support request instead, which is tracked.
2. We acknowledge within 2 business days.
3. We prepare a statement of work performed and the refund calculation within 5 business days, and send it to you.
4. Once you agree it, the refund is paid within 14 days, by the same method you paid.

If we cannot agree, the dispute process in our terms of service applies — discussion first, then mediation.

How to reach us about this document

Questions about this document, or a request under it, should go to info@tech-x.co.tz with the document name in the subject line. We acknowledge every message within two business days.