Refund Policy

1. Scope

This policy applies to payments made to Nguzo Innovations for custom projects (websites, apps, systems and design), subscriptions (NguzoCRM, SiteWorks, DarSMS, DESA, Onfika, hosting and support plans) and marketing services.

If your signed quotation or Project Agreement contains different refund terms, those terms apply to that project.

This policy does not limit any right you have under the Fair Competition Act, 2003, the Electronic Transactions Act, 2015 or any other Tanzanian law that cannot be excluded by contract.

2. Free consultation

Our initial consultation is free, so no payment is needed and there is nothing to refund.

3. Custom projects

Our deposit reserves time in our schedule and pays for discovery and planning. Refunds for custom projects depend on how far the work has progressed:

• Cancelled before any work starts: a full refund of the deposit, less any non-refundable third-party costs already paid on your behalf.
• Cancelled after work has started: we refund amounts paid for work not yet carried out, less the value of work completed up to the cancellation date (measured by completed milestones or time spent at the agreed rates) and third-party costs already committed.
• Accepted milestones and deliverables: once a milestone or deliverable has been accepted (see the acceptance period in our Terms and Conditions), payment for it is non-refundable.
• Completed and launched projects: are not refundable, but are covered by our 30-day defect warranty.

When a project ends early, we hand over all work you have paid for.

4. If we cannot deliver

If we fail to deliver what was agreed, and cannot fix the problem within a reasonable time after you tell us in writing (normally 14 days), you are entitled to a refund of amounts paid for the undelivered or defective part of the work.

If we cancel a project for reasons on our side, we refund all amounts paid for work not yet delivered.

5. Subscriptions and hosting

• New subscriptions: if you buy a NguzoCRM, SiteWorks, DESA or Onfika subscription and are not satisfied, you can cancel within 7 days of your first payment for a full refund of that payment.
• Monthly plans: you may cancel at any time. The cancellation takes effect at the end of the current month and the month already paid for is not refunded.
• Annual plans: after the first 7 days, if you cancel we refund the unused full months remaining in the year, less any discount you received for paying annually.
• Service failures: if a hosted service we manage is unavailable for a significant period because of our fault, we will credit or refund the affected period on a pro-rata basis.

6. In-app purchases (App Store and Google Play)

If you paid for an app or subscription through the Apple App Store or Google Play, the payment was processed by Apple or Google, not by us, so we cannot issue the refund directly. Refunds for those purchases are decided under the store's own policy:

• Apple App Store: request a refund at reportaproblem.apple.com.
• Google Play: request a refund from your order history in Google Play or at support.google.com/googleplay.

To stop future charges, cancel the subscription in your Apple ID or Google Play account settings. Deleting the app or your account does not cancel a store subscription. If you have trouble, contact us and we will help.

7. Non-refundable items

Payments to third parties on your behalf cannot be refunded by us once made, because the providers do not refund them to us. These include:

• Domain name registrations and renewals.
• SSL certificates, premium themes, plugins, fonts, stock images and software licences.
• SMS credits and bundles (including DarSMS credits) that have been used. Unused DarSMS credits are not refundable once 7 days have passed since purchase, but remain usable for as long as your account is active.
• Advertising spend paid to platforms such as Google, Meta or TikTok.
• App store developer account fees (Apple App Store, Google Play).
• Payment gateway, bank and mobile money onboarding or transaction fees.

Where a provider gives us a refund or credit, we will pass it on to you. Unused, transferable items (such as domains) will be transferred to you on request.

8. Marketing and SEO services

Monthly marketing and SEO retainers can be cancelled with 30 days' written notice. Fees for months in which work has been carried out are not refundable. Because results depend on factors outside our control, refunds are not given based on rankings, traffic or sales results alone.

9. How to request a refund

Email hello@nguzo.co.tz with the subject "Refund request" and include:

• Your name or organisation name.
• The invoice or receipt number and the date of payment.
• The service involved and the reason for your request.

We will acknowledge your request within 2 working days and give you our decision, with reasons, within 7 working days.

10. How refunds are paid

Approved refunds are paid within 14 working days, normally to the same payment method used (bank account or mobile money number). If that is not possible, we will agree an alternative with you.

Refunds are made in the currency of the original payment. We are not responsible for exchange-rate differences or charges made by your bank or mobile money provider.

Where an EFD receipt or VAT fiscal invoice was issued, we will issue a credit note in line with Tanzania Revenue Authority requirements.

11. Disputes and chargebacks

Please contact us before raising a dispute or chargeback with your bank or card provider. We aim to resolve every concern directly and quickly.

If you are not satisfied with our decision, you may escalate it under the dispute resolution section of our Terms and Conditions. Consumers may also contact the Fair Competition Commission.