1. Refund Policy (Expanded Version)

Effective Date: April 27, 2025

1. Scope

This Refund Policy governs the terms under which Vendorme Technologies (“Company”, “we”, “us”, or “our”), a company registered in Malawi, may issue refunds for its services, including software development, IT consulting, web design, server management, hosting, and IT equipment procurement. It ensures transparency and fairness in accordance with the Malawi Consumer Protection Act 2003.

2. Definitions

• Project Initiation: The commencement of any planning, design, coding, or consultation activities related to a project.

• Significant Work: Work constituting 25% or more of the agreed project scope, as measured by milestones or hours expended.

• Defective Service: A service that fails to meet the agreed specifications or is materially deficient, as determined by industry standards or contract terms.

3. Software Development and IT Services

3.1. Non-Refundable Deposits: Deposits for software development, IT consulting, web design, server management, or other IT services are non-refundable once project initiation occurs, reflecting the allocation of resources and personnel.
3.2. Cancellation Before Commencement: If a client cancels a project prior to initiation, a full refund of the deposit may be issued, minus a 5% administrative fee (capped at MWK 50,000) to cover processing costs. Refunds will be processed within 14 business days via the original payment method.
3.3. Partial Refunds: If a client terminates a project after significant work has been completed, a partial refund may be issued at our discretion. The refund amount will be calculated as follows:

• Percentage of work completed is assessed based on project milestones and documented hours.

• Refund = (Total deposit – Value of completed work) – 5% administrative fee.
  3.4. No Refund for Completed Work: No refunds will be issued for completed and delivered projects unless the work is defective.
  3.5. Defective Services: If a service is defective (e.g., software fails to meet specifications or consulting advice is negligent), clients may request a remedy, including repair, replacement, or refund, as per the Malawi Consumer Protection Act 2003. Requests must be submitted within 30 days of delivery, with evidence of the defect.

4. IT Equipment Procurement

4.1. Return Policy: IT equipment may be returned within 14 days of delivery if in original condition and packaging. A 20% restocking fee applies, and clients bear return shipping costs. Returns must be initiated via written request to su*****@ve*********.net.
4.2. Custom Orders: Custom-ordered equipment or software licenses are non-returnable due to their tailored nature.
4.3. Defective Items: Defective equipment will be repaired or replaced at no cost, subject to the manufacturer’s warranty. If neither is feasible, a full refund will be issued within 14 business days.

5. Refund Process

• Submission: Refund requests must be submitted in writing to su*****@ve*********.net within 30 days of the invoice or service completion date, including details of the issue and supporting evidence.

• Review: We will review requests within 7 business days and notify clients of the decision.

• Processing: Approved refunds will be processed within 14 business days via the original payment method or bank transfer if the original method is unavailable.

6. General Terms

6.1. Discretion: Refund decisions are at our sole discretion, considering contractual obligations and legal requirements.
6.2. Exceptions: Exceptions may be granted for material breaches of contract or failure to deliver services as promised.
6.3. Consumer Rights: Clients retain rights under the Malawi Consumer Protection Act 2003, including redress for defective services or goods.
6.4. Dispute Resolution: Disputes over refunds should first be addressed with us. Unresolved disputes may be escalated to the Consumer Protection Council or pursued legally.

7. Governing Law

This Refund Policy is governed by the laws of Malawi.