1. Digital Services
Nexora Commerce provides digital and technology services including website design and development, e-commerce solutions, software development, mobile applications, digital marketing, SEO, automation, business systems and related services.
Because these are primarily digital and service-based engagements, physical-product return or shipping policies do not apply.
2. Cancellation Before Work Begins
If a client cancels a project before any substantial work has started, Nexora Commerce may provide a refund of eligible amounts paid, subject to any agreed terms and costs already incurred.
Any non-refundable third-party expenses already paid on behalf of the client may be deducted from the amount refunded.
3. Cancellation After Work Has Started
If a project is cancelled after work has started, any refund will be considered based on the amount of work completed at the time of cancellation.
Nexora Commerce may retain amounts reasonably attributable to work already completed, resources committed and approved expenses.
4. Deposits and Advance Payments
Some projects may require an upfront deposit or milestone payment before development or production begins.
Unless otherwise agreed in writing, deposits may be used to reserve project resources and commence work and may therefore be non-refundable once work has begun.
5. Third-Party Costs
Projects may involve third-party services such as domain registrations, hosting, software licences, APIs, plugins, subscriptions, advertising platforms or other external services.
Where these costs have already been incurred on behalf of the client, they may not be refundable by Nexora Commerce.
6. Changes to Project Scope
Requests that materially change the agreed project scope may require additional fees or an adjustment to the project timeline.
A client-requested change does not automatically qualify for a refund of amounts already paid for work completed under the original scope.
7. Completed Work
Once an agreed deliverable has been substantially completed and supplied to the client, fees relating to that completed work are generally not refundable.
Where appropriate, Nexora Commerce will work with the client to address reasonable corrections or issues relating to the agreed scope.
8. Client-Caused Delays
Project delays caused by missing information, content, approvals, access credentials, payments or other required client input do not automatically create a right to a refund.
Where a project has been significantly delayed by the client, Nexora Commerce may review the project timeline, scope and any additional costs before continuing the engagement.
9. Requesting a Refund
Refund requests should be submitted in writing and should include the client's name, project details, payment information where relevant and the reason for the request.
Each request will be reviewed based on the agreed project scope, work completed, payments made and applicable third-party costs.
Where a refund is approved, the applicable amount and method of refund will be communicated to the client.
10. Contact Nexora Commerce
If you have questions about this Refund & Cancellation Policy or would like to discuss a project cancellation, please contact us.
This policy is intended to explain Nexora Commerce's general approach to refunds and cancellations for digital services. It does not replace a project-specific agreement or quotation. Where a signed agreement contains different terms, the applicable agreement will govern to the extent permitted by law.
This document is provided for general business purposes and should be reviewed by a qualified Kenyan legal professional before publication as your final contractual policy.