Refund policy
Refund, Return & Cancellation Policy
Kituwa IT • Effective for purchases made after publication
Please review the scope, compatibility requirements, and terms of your purchase before paying. Contact us with any questions before placing an order.
Completed services, time already worked, delivered digital work, and custom products are non-refundable, except as stated below or required by law. We do not offer satisfaction guarantees or change-of-mind refunds after work or custom preparation begins.
Services, troubleshooting & training
Payments cover the professional time, expertise, preparation, and work described in your purchase. This includes diagnostics, research, troubleshooting, remote support, installation, configuration, migrations, recovery attempts, consultations, and training.
Once performed, this work is non-refundable—even if:
- A problem cannot be resolved or requires additional work.
- Data cannot be recovered.
- Your equipment, software, account access, or third-party provider prevents completion.
- You decide not to follow our recommendations or continue the project.
- You no longer need the service.
Purchasing support or recovery assistance does not guarantee a successful repair, recovery, or particular outcome. This does not excuse our failure to provide the agreed service with reasonable professional care.
Cancellations & project deposits
Request cancellations in writing as soon as possible.
If no work has begun and no approved costs have been incurred, we will refund the canceled service. Once work begins, we deduct completed work at the agreed rate or project milestones, along with approved, nonrecoverable third-party costs. Any remaining unearned balance will be refunded.
Deposits are applied toward the project. They are not automatically refundable in full after work, procurement, or custom preparation begins. We will not charge twice for the same work or expense.
Emergency support & appointments
Confirm availability with us before purchasing emergency support.
Once emergency assessment or troubleshooting begins, time used is non-refundable. Any minimum session charge must be disclosed before purchase. Unused prepaid time is handled according to the listing or written agreement; if neither specifies otherwise, it will be refunded upon cancellation.
Please provide at least 24 hours’ notice to cancel or reschedule an appointment. Late-cancellation or missed-appointment fees apply only when disclosed and accepted before booking.
If we cannot provide an appointment or emergency service, you may accept a new time or receive a refund for the undelivered portion.
Custom hardware & configured products
Custom-built PCs, servers, configured USB drives, and other made-to-order or personalized products are not eligible for change-of-mind returns once parts have been ordered specifically for your project or assembly, configuration, or personalization has begun.
Cancellation requests at that stage are subject to completed work and approved, nonrecoverable costs. We will refund any remaining amount not earned or committed.
Standard, non-custom physical products are final sale for change-of-mind purposes once shipped, unless the listing expressly provides a return period.
These restrictions do not eliminate applicable rights concerning defective, incorrect, damaged, or materially misrepresented products.
Digital work & deliverables
Delivered digital files, custom code, website work, designs, documentation, and completed automation or configuration work are non-refundable for change of mind.
Revisions and corrections are limited to the agreed scope. New features, changed preferences, or requirements introduced after approval may require a separate purchase. If a deliverable does not meet the agreed scope, contact us so we can assess and address the issue.
Subscriptions & monitoring
Cancel before your next renewal to prevent the next charge. Cancellation takes effect at the end of the paid billing period unless otherwise agreed.
We do not provide prorated refunds for voluntary cancellation, unused access, or a decision to stop using an available service during a paid period, except where required by law.
Monitoring fees cover the monitoring and notification services described in your plan. They do not include repairs or guarantee uninterrupted uptime unless expressly stated.
If we discontinue or cannot supply a prepaid service, we will refund the undelivered portion.
Travel & on-site work
Travel already performed and approved, nonrecoverable travel expenses are non-refundable. This includes travel to an appointment where access is unavailable or the customer does not attend.
Unperformed travel and recoverable expenses will be refunded after deducting any cancellation charges disclosed and accepted before booking.
Damaged, defective or incorrect items
Contact us promptly if an item arrives damaged, defective, incorrect, or materially different from its description. Please report visible shipping damage or missing contents within 7 days of delivery and retain the packaging. This reporting request does not shorten applicable warranty or statutory rights.
Provide your order number, a description of the issue, and photographs when relevant. Following assessment, we will provide an appropriate repair, replacement, or refund consistent with applicable law and any written warranty.
Damage caused by misuse, unauthorized modifications, or operation contrary to supplied instructions is not covered to the extent it caused the problem.
Return authorization & refund processing
Contact us before returning any item. We will provide return instructions and the correct address. An unauthorized return does not automatically qualify for a refund.
We cover reasonable return shipping for confirmed defects or errors for which we are responsible. For any discretionary return we approve, shipping costs and any deductions will be explained before you agree to return the item.
Approved refunds are issued to the original payment method. Allow 5–10 business days after issuance for your payment provider to post the funds.
Exceptions & your rights
If Kituwa IT cancels or cannot provide the purchased product or service, we will refund the undelivered portion. Shipping delays will be handled with any notices, cancellation options, and refunds required by applicable law.
Nothing in this policy limits non-waivable consumer rights, applicable warranties, or lawful payment-dispute rights. Any more favorable refund terms expressly included in your purchase or signed agreement will be honored. Policy changes do not apply retroactively to earlier purchases.
Contact
Kituwa IT
Email: mike@kituwa.com
Contact form: https://kituwa.com/pages/contact
Include your order number and reason for requesting a cancellation, return, or refund.
