Return And Refund Policy
Refund and Return Policy
Effective Date: 01/01/2025
Last Updated: 16/06/2025
Overview
At Neto-AI, we are committed to delivering high-quality web design, CCTV installation, and technology services that meet your expectations. This Refund and Return Policy outlines the terms and conditions for refunds, returns, and cancellations for our various services and products.
Please read this policy carefully before engaging our services. By purchasing our services or products, you agree to the terms outlined in this policy.
Service-Specific Policies
Web Design Services
Project Cancellation Policy
Before Project Commencement:
Full refund available if project is cancelled within 48 hours of contract signing
10% administrative fee applies to cancellations made 48-72 hours after contract signing
No refund available after project work has begun
During Project Development:
Discovery Phase (0-25% complete): 75% refund of remaining project balance
Design Phase (25-50% complete): 50% refund of remaining project balance
Development Phase (50-75% complete): 25% refund of remaining project balance
Final Phase (75-100% complete): No refund available
Satisfaction Guarantee
We offer up to 3 rounds of revisions during the design phase at no additional cost
If you are not satisfied with the final design after 3 revision rounds, we will provide a 50% refund of the design fee
Additional revisions beyond the included rounds are available at our standard hourly rate
Delivery Guarantee
If we fail to deliver your completed website within the agreed timeline (excluding delays caused by client feedback or content provision), you may be eligible for a 10% discount on your final invoice
Delays caused by client-related factors (late content, delayed feedback, scope changes) do not qualify for timeline guarantees
CCTV Installation Services
Equipment Returns
New Equipment:
Unused equipment may be returned within 14 days of delivery
Equipment must be in original packaging with all accessories
15% restocking fee applies to all equipment returns
Custom-ordered or special-order equipment is non-returnable
Installed Equipment:
Once equipment is professionally installed, it is considered used and non-returnable
Equipment replacement due to defects is covered under manufacturer warranty
We will assist with warranty claims at no additional cost
Installation Guarantee
All installations are guaranteed for 30 days from completion date
If installation does not meet agreed specifications, we will correct the issue at no charge
If we cannot resolve installation issues within 14 days, you may be eligible for a partial refund of installation costs
Service Calls
Diagnostic service calls are non-refundable once technician arrives on-site
If the issue cannot be resolved during the initial service call, the diagnostic fee will be applied toward the repair cost
Technology Consulting Services
Consultation Fees
Consultation fees are non-refundable once services are rendered
If you cancel a scheduled consultation with less than 24 hours notice, the full consultation fee applies
Consultations cancelled with 24+ hours notice will receive a full refund
Project-Based Consulting
Similar cancellation terms apply as web design services
Hourly consulting work is billed and non-refundable once completed
Unused prepaid hours may be refunded if requested within 90 days of purchase
General Refund Conditions
Eligible Refund Situations
Services not delivered as specified in the written agreement
Failure to meet agreed-upon project timelines (excluding client-caused delays)
Technical defects that cannot be resolved within reasonable timeframes
Cancellation within the specified cancellation periods
Non-Eligible Refund Situations
Change of mind after work has commenced
Dissatisfaction with services that meet the agreed specifications
Delays caused by client actions or inactions
Third-party service failures beyond our control
Economic hardship or budget constraints
Refund Process
How to Request a Refund
Contact Us: Email [support@neto-ai.com] with “Refund Request” in the subject line
Provide Details: Include your order number, service details, and reason for refund request
Documentation: Provide any relevant documentation supporting your refund claim
Review Process: We will review your request within 5-7 business days
Decision: You will receive written notification of our refund decision
Refund Timeline
Approved Refunds: Processed within 10-14 business days
Payment Method: Refunds are issued to the original payment method
Partial Refunds: Calculated based on work completed and materials used
Refund Calculation
Refunds are calculated based on:
Total project value
Percentage of work completed
Materials or equipment used
Time invested in the project
Applicable restocking or administrative fees
Return Process (Physical Products)
Return Authorization
Contact us within the return window to obtain a Return Authorization Number
Returns without authorization will not be accepted
Return shipping costs are the responsibility of the customer unless the return is due to our error
Return Condition Requirements
Items must be in original condition and packaging
All accessories and documentation must be included
Equipment must be free from damage, modification, or excessive wear
Custom or personalized items cannot be returned
Inspection Process
Returned items will be inspected within 5 business days of receipt
Items not meeting return conditions may be subject to additional fees or return rejection
Approved returns will be processed according to our refund timeline
Warranty and Defect Policy
Equipment Warranties
All equipment comes with manufacturer warranties
We provide warranty service coordination at no additional cost
Warranty repairs or replacements are handled directly with manufacturers
Labor warranties are provided separately for our installation work
Workmanship Warranty
Installation work is warranted for 12 months from completion
Software and web development work is warranted for 90 days from delivery
Warranty covers defects in our workmanship, not normal wear or damage
Dispute Resolution
Internal Resolution
We encourage direct communication to resolve any service issues
Our customer service team will work with you to find mutually acceptable solutions
Escalation to management is available for unresolved disputes
External Resolution
If internal resolution is not possible, disputes may be subject to mediation or arbitration
Choice of resolution method will be determined by the value and nature of the dispute
Legal action is reserved for cases where other resolution methods are unsuccessful
Exceptions and Special Circumstances
Force Majeure
Refunds may be modified or delayed due to circumstances beyond our control
Natural disasters, government actions, or other force majeure events may affect refund processing
We will communicate any delays and work to minimize impact on customers
Fraudulent Activity
Services obtained through fraudulent means are not eligible for refunds
We reserve the right to pursue legal action in cases of fraud or misrepresentation
Chargebacks or payment disputes may result in service suspension
Contact Information
For questions about this Refund and Return Policy or to request a refund or return, please contact us:
Neto-AI Customer Service
Email: [support@neto-ai.com]
Phone: +254111977275
Address: Mombasa Road ,Nairobi-Kenya
Policy Updates
This Refund and Return Policy may be updated periodically to reflect changes in our services, business practices, or legal requirements. Material changes will be communicated through:
Email notifications to active customers
Prominent notices on our website
Updates to the “Last Updated” date at the top of this policy
Acceptance
By engaging our services or purchasing our products, you acknowledge that you have read, understood, and agree to be bound by this Refund and Return Policy. This policy is incorporated into our Terms of Service and forms part of your agreement with Neto-AI.
We value your business and strive to ensure your complete satisfaction with our services. If you have any questions or concerns about this policy, please don’t hesitate to contact us.
