At RWN Software & Development Agency Limited ("RWN", "we", "us" or "our"), we are committed to delivering exceptional software solutions and ensuring our clients are satisfied with the services provided. This Refund Policy outlines the conditions under which refunds may be requested and processed.

1. Scope of This Policy

This policy applies to all services rendered by RWN Software & Development Agency Limited, including but not limited to: web development, mobile application development, database design, API development, bulk SMS solutions, cloud services and consultancy engagements.

2. Deposits and Upfront Payments

All projects commence upon receipt of an agreed deposit (typically 30–50% of the total project value). Deposits are non-refundable once development work has commenced, as they cover project planning, resource allocation, discovery sessions and initial design/development work.

3. Eligibility for Refunds

Refunds may be considered under the following circumstances:

• Project Not Started: If RWN has accepted payment but has not commenced any work within 14 calendar days, a full refund of all amounts paid will be issued.
• Incomplete Deliverables: If RWN fails to deliver agreed project milestones within a mutually extended deadline (beyond 30 days of original date) without valid cause, a partial refund proportional to undelivered work may be considered.
• Duplicate Payment: In cases of accidental duplicate payment, a full refund of the duplicate amount will be issued within 7 business days.
• Service Cancellation by RWN: If RWN cancels a project without cause after commencement, a pro-rata refund of undelivered work will be issued.

4. Non-Refundable Circumstances

Refunds will NOT be issued in the following situations:

• The client changes requirements, scope or direction after development has begun.
• Delays caused by the client (e.g., failure to provide content, feedback or approvals).
• Dissatisfaction with a completed deliverable that was approved at a prior stage.
• Refund requests made after project completion and final sign-off.
• Monthly retainer or maintenance fees after the service period has commenced.
• Third-party costs already incurred (domain, hosting, licenses, SMS credits).

5. Refund Request Process

To request a refund, please follow this process:

• Submit your request in writing to: rwtechsolutions0@gmail.com
• Include your project reference number, invoice number and reason for the request.
• Our team will acknowledge your request within 3 business days.
• A decision will be communicated within 10 business days of the request.

6. Refund Processing

Approved refunds will be processed within 14 business days via the original payment method (M-Pesa, bank transfer or mobile money). RWN reserves the right to deduct any costs already incurred on the project before issuing a refund.

7. Dispute Resolution

If you are unsatisfied with a refund decision, you may escalate by contacting our management at +254 795 166 019. We are committed to resolving all disputes amicably and fairly.

8. Contact Us

For any refund-related inquiries: rwtechsolutions0@gmail.com | +254 795 166 019

RWN Software & Development Agency Limited understands that business needs can change. This Cancellation Policy explains how project cancellations are handled to ensure fair treatment for all parties.

1. Client-Initiated Cancellation

Before Project Commencement

If a client cancels before any development work begins (within 48 hours of contract signing), a full refund of amounts paid, minus any administrative fees incurred, will be issued.

During Active Development

Once a project is underway, the following cancellation terms apply:

• 0–25% completion: Client forfeits the initial deposit only.
• 26–50% completion: Client is liable for 50% of the total project cost.
• 51–75% completion: Client is liable for 75% of the total project cost.
• 76–100% completion: Full project cost is payable. Deliverables to date will be transferred to client.

2. Cancellation Notice Requirements

All cancellations must be submitted in writing via email to rwtechsolutions0@gmail.com. Verbal cancellations will not be accepted. The cancellation date is deemed the date the written notice is received and acknowledged by RWN.

3. Retainer & Maintenance Agreements

For monthly retainer or maintenance contracts:

• A minimum of 30 days written notice is required to cancel.
• Services will continue until the end of the current billing cycle.
• No refunds will be issued for unused days within a paid billing cycle.

4. Bulk SMS Credits

Purchased SMS credits are non-refundable and non-transferable unless there is a proven technical fault on our platform preventing usage. Unused credits remain valid for 12 months from purchase date.

5. Hosting & Domain Services

Annual hosting and domain registration fees are non-refundable after 7 days of service activation. Clients wishing to cancel hosting must provide 60 days' notice to allow data migration.

6. RWN-Initiated Cancellation

RWN reserves the right to cancel a project or service in cases including but not limited to: non-payment, abusive behaviour toward staff, use of our services for illegal activities or material breach of contract. In such cases, a pro-rated refund for undelivered work may be issued at RWN's discretion.

7. Force Majeure

RWN is not liable for project delays or cancellations resulting from circumstances beyond our control including natural disasters, power outages, cyberattacks, government regulations or other force majeure events. We will communicate promptly and work collaboratively to reschedule.

8. Contact

Cancellation requests: rwtechsolutions0@gmail.com | +254 795 166 019

These Terms of Use ("Terms") govern your access to and use of the services, website and digital products provided by RWN Software & Development Agency Limited, a company registered in Kenya. By engaging our services, you agree to be bound by these Terms.

1. Acceptance of Terms

By accessing our website, signing a service agreement or using any of our services, you confirm that you have read, understood and agree to these Terms. If you do not agree, you must not use our services.

2. Services Description

RWN Software provides custom software development services including web development, mobile app development, database design, API development, bulk SMS platforms, cloud infrastructure, DevOps and related IT consultancy services.

3. Client Responsibilities

As a client, you agree to:

• Provide accurate, complete and timely information required for project delivery.
• Ensure you have all necessary rights and permissions for content, logos and assets provided to RWN.
• Designate an authorised project point of contact.
• Make payments according to agreed schedules.
• Review and provide timely feedback on deliverables within 5 business days.

4. Intellectual Property Rights

Upon full and final payment of all outstanding invoices:

• Custom-developed code and deliverables transfer to the client.
• RWN retains the right to display completed work in our portfolio unless specifically excluded by written agreement.
• Third-party components, libraries and frameworks remain subject to their respective open-source or commercial licenses.
• RWN's internal tools, proprietary frameworks and methodologies remain the exclusive property of RWN.

5. Confidentiality

Both parties agree to maintain strict confidentiality regarding proprietary information, business processes and technical specifications shared during the engagement. This obligation survives termination of the agreement.

6. Payment Terms

• Invoices are due within 7 days of issue unless otherwise agreed.
• Late payments incur a 2% monthly interest charge after 14 days overdue.
• RWN reserves the right to suspend services for accounts with outstanding balances over 30 days.
• All prices are in Kenyan Shillings (KES) unless otherwise stated.

7. Limitation of Liability

RWN's liability to any client shall not exceed the total fees paid by that client in the 12 months preceding the claim. RWN is not liable for indirect, consequential, incidental or punitive damages arising from the use or inability to use our deliverables.

8. Warranty & Support

RWN provides a 30-day bug-fix warranty on all delivered projects. Bugs caused by client modifications or third-party integrations are excluded. Extended support and maintenance are available under separate retainer agreements.

9. Prohibited Uses

You may not use our services to develop systems for:

• Illegal activities or in violation of Kenyan law.
• Spam, phishing or fraudulent communications.
• Hate speech, harassment or defamatory content.
• Unlicensed financial services or pyramid schemes.

10. Governing Law

These Terms are governed by the laws of the Republic of Kenya. Any disputes shall be resolved through negotiation first, and if unresolved, through arbitration in accordance with the Arbitration Act (Cap 49) of Kenya, with proceedings in Nairobi or Thika.

11. Amendments

RWN reserves the right to update these Terms at any time. Continued use of our services after such changes constitutes acceptance of the updated Terms.

12. Contact

Legal enquiries: rwtechsolutions0@gmail.com | P.O. Box 741 – 10106 Othaya

RWN Software & Development Agency Limited is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store and protect personal information in accordance with the Kenya Data Protection Act, 2019.

1. Information We Collect

Information You Provide

• Contact details: name, email, phone number, physical address.
• Business information: company name, project requirements, budget.
• Payment information (processed securely; we do not store card details).
• Communications: emails, messages and feedback you send us.

Information Collected Automatically

• Website usage data: pages visited, time on site, referral sources.
• Technical data: IP address, browser type, device information.
• Cookies and similar tracking technologies (see Cookie Policy below).

2. How We Use Your Information

• To provide, manage and improve our services.
• To communicate about your project and respond to enquiries.
• To send service updates, invoices and support communications.
• To send marketing communications (with your consent).
• To comply with legal obligations and protect our rights.
• To improve our website and user experience.

3. Legal Basis for Processing

We process your personal data based on: (a) performance of a contract; (b) legitimate business interests; (c) your consent where required; and (d) legal compliance obligations.

4. Data Sharing

We do not sell your personal data. We may share data with:

• Trusted service providers (hosting, email, payment processors) under strict confidentiality.
• Professional advisors (legal, accounting) as necessary.
• Government authorities when legally required.

5. Data Retention

We retain personal data for as long as necessary to fulfil the purposes described in this policy, typically 7 years for financial records (as required by Kenyan law) and 3 years for project records.

6. Your Rights

Under the Kenya Data Protection Act, you have the right to:

• Access personal data we hold about you.
• Request correction of inaccurate data.
• Request deletion of your data (where applicable).
• Object to or restrict certain processing.
• Withdraw consent at any time.
• Lodge a complaint with the Office of the Data Protection Commissioner (ODPC).

7. Data Security

We implement appropriate technical and organisational measures including encryption, access controls, secure servers and regular security audits to protect your data against unauthorised access, loss or breach.

8. Cookies

Our website uses cookies to enhance your experience. You may disable cookies in your browser settings; however, some features may not function correctly. We use strictly necessary, analytics and preference cookies only.

9. Third-Party Links

Our website may contain links to third-party sites. We are not responsible for their privacy practices. We encourage you to review their privacy policies.

10. Children's Privacy

Our services are not directed to children under 18. We do not knowingly collect personal data from minors. If you believe a child has provided us with information, contact us immediately.

11. Contact Our Data Controller

RWN Software & Development Agency Limited
Biashara Estate, Kenyatta Street, Thika, Kiambu County
Email: rwtechsolutions0@gmail.com
Phone: +254 795 166 019