Refunds Policy

Last updated: May 2026

This Refunds Policy explains how Stawitech Solutions (“Stawitech”, “we”, “us”) handles refund requests for the StawiHR platform and related subscription services. It should be read together with our Terms of Service and any written agreement or statement of work for custom engagements.

Important: This policy does not constitute legal advice. Where mandatory consumer or commercial protections under Kenyan law provide greater rights than stated here, those rights prevail.

1. Scope

This policy applies to:

  • Standard StawiHR subscription plans purchased through the customer portal (including trials converted to paid plans and renewals); and
  • Custom packages, bespoke configurations, or customized versions of StawiHR ordered under a separate proposal, statement of work, or enterprise agreement (“Custom Packages”).

2. Standard subscriptions

2.1 Request window

Clients may submit a written refund request within fifteen (15) calendar days from the date of payment for the subscription period in respect of which the refund is sought (the “Request Window”).

2.2 Processing time

Once a valid refund request is received and approved, Stawitech will process the refund within thirty (30) calendar days (the “Processing Period”). Refunds are issued to the original payment method where practicable (e.g. M-Pesa, card, or bank transfer as supported by our payment partners).

2.3 What may be refunded

Subject to approval, eligible refunds may include duplicate charges, charges made in error, or fees for a subscription period where the Service was materially unavailable due to a fault attributable to Stawitech and not resolved within a reasonable time after notice.

2.4 What is generally not refundable

  • Fees for periods where the Service was available and substantially used, except as required by law or expressly agreed in writing;
  • Third-party pass-through costs already incurred and non-recoverable (e.g. domain registration, SMS bundles consumed, payment gateway fees);
  • Amounts covered by a separate non-refundable setup or onboarding fee disclosed at checkout or in your order form.

3. Custom packages and customized solutions

3.1 Request window

For Custom Packages, clients may submit a written refund request within thirty (30) calendar days from the later of: (a) the date Stawitech confirms delivery or activation of the customized solution, or (b) the date of payment for that custom order.

3.2 Processing time

Once a valid refund request is received and approved, Stawitech will process the refund within sixty (60) calendar days (the “Custom Processing Period”).

3.3 Deductions for third-party costs

Refunds for Custom Packages are calculated as the amount paid less documented costs already incurred on third-party services purchased specifically in connection with your custom order (for example hosting, licences, SMS or email credits, domain services, payment processing, or subcontracted development). Stawitech will provide an itemised summary of deductions upon request.

3.4 Work performed

Where substantial custom development, migration, or professional services have been delivered and accepted, refunds may be limited to unused prepaid periods or disputed charges, as set out in your custom agreement.

4. How to request a refund

Send your request to [email protected] with the subject line Refund Request, including:

  • Organisation name and account email;
  • Invoice or transaction reference;
  • Subscription or custom order details;
  • Reason for the request; and
  • Supporting documentation (e.g. proof of duplicate payment).

Requests received outside the applicable Request Window may be declined unless we are required to accept them under applicable law.

5. Assessment and outcomes

We will acknowledge receipt within five (5) business days and notify you of approval, partial approval, or rejection with reasons. Partial refunds may be offered where only part of a charge is disputed or where third-party costs apply.

6. Chargebacks and disputes

Please contact us before initiating a chargeback or payment reversal. Unresolved payment disputes may result in suspension of access while the matter is investigated, in line with our Terms of Service.

7. Kenyan law and your rights

This policy is governed by the laws of the Republic of Kenya. Relevant frameworks may include:

  • The Consumer Protection Act, 2012 — including duties to provide clear information and protection against unfair contract terms in consumer transactions;
  • The Contract Act (Cap. 23) — governing formation and performance of contracts;
  • The Law of Contract Act and general principles of Kenyan commercial law for business-to-business subscriptions; and
  • Sector rules applicable to electronic payments and data protection (including the Data Protection Act, 2019) where personal data is handled during cancellation.

Business clients should ensure refund terms are incorporated into purchase orders or contracts where required. Nothing in this policy limits non-waivable statutory rights.

8. Changes

We may update this Refunds Policy from time to time. The “Last updated” date at the top will change when we do. Material changes will be communicated through the portal or by email where appropriate.

9. Contact