Refund & Cancellation Policy

1. Summary

This policy explains how to cancel and when you can get a refund for payments made to Xerot Technologies Uganda for websites, systems, mobile apps, design, maintenance and support.

2. Cancelling a project

You can cancel a project at any time by emailing xerottechnologies@gmail.com. Unless your written quote or agreement says otherwise:

3. Cancelling a maintenance or support plan

• Monthly maintenance and support plans can be cancelled at any time with 30 days' written notice.
• Plans do not renew or charge you automatically. You simply stop paying future invoices after the notice period.
• Months already paid for are not refunded, but support continues until the end of the paid period.
• Plans paid in advance for several months or a year: unused full months after the notice period are refunded.

4. Failed and duplicate payments

We always give a full refund in these cases:

• Failed payment: the payment did not go through or showed as failed, but money was deducted from your mobile money wallet, card or bank account. We check with the payment provider. If the money reached us, we either apply it to your invoice or refund it in full, as you prefer. Mobile money reversals for failed transactions are often automatic within 24 to 72 hours.
• Duplicate charge: you were charged more than once for the same invoice. We refund every extra charge in full.
• Overpayment or payment in error: you paid more than the invoice amount, or paid us by mistake. We refund the extra amount in full.

5. What is not refundable

• Work that has been completed and approved.
• Third-party costs paid on your behalf once purchased, such as domain names, hosting, app store developer accounts, software licences or paid plugins.
• Maintenance months already paid for, as explained in section 3.
• Refund requests based on changes of mind about work already delivered to the agreed scope.

6. How to request a refund

Email xerottechnologies@gmail.com with the subject "Refund request" and include:

• your full name and organisation (if any);
• the invoice or quote number;
• the payment reference, date, amount and payment method; and
• a short description of the problem.

You can also contact us on WhatsApp at +256 706 253 038, but we may ask you to confirm the details by email. Please send refund requests for payment errors within 30 days of the payment.

7. Response and refund times

• We reply to every refund request within 2 business days.
• Approved refunds are paid within 14 business days.
• Refunds are paid back to the original payment method where possible: the same mobile money number, card or bank account.
• Card refunds can take a further 7 to 14 business days to appear, depending on your bank.
• Refunds are made in Uganda Shillings. We do not charge any fee for refunds.