Refund Policy

Nastrum Technologies is committed to delivering high-quality IT services and solutions. We understand that circumstances may arise where a refund is warranted. This Refund Policy outlines the conditions under which refunds may be issued for our services.

Refunds may be considered in the following circumstances:

• Service Not Delivered: If we fail to commence work within the agreed timeframe and you choose to cancel the engagement, you are entitled to a full refund of any advance payments made.
• Material Non-Conformance: If a deliverable materially fails to meet the specifications documented in the Statement of Work (SOW) and we are unable to remedy the non-conformance within a reasonable period (typically 30 days after written notice).
• Duplicate Payment: If a payment is made in error or duplicated, the excess amount will be refunded in full.
• Early Termination by Nastrum: If we terminate a project for reasons attributable to us (other than Client breach), you are entitled to a refund for any prepaid but undelivered services.

Refund eligibility is assessed on a case-by-case basis. We will work with you in good faith to reach a fair resolution.

To request a refund, please follow these steps:

1. Submit a Written Request: Send your refund request to accounts@nastrum.com or legal@nastrum.com, including your company name, project reference or invoice number, the amount in question, and a detailed description of the reason for the refund request.
2. Acknowledgement: We will acknowledge receipt of your refund request within 2 business days.
3. Review: Our accounts and project management teams will review the request, examining the SOW, project records, deliverables, and any relevant correspondence. We may contact you for additional information during this review.
4. Decision: We will communicate our decision in writing within 10 business days of receiving all necessary information. The decision will include the approved refund amount (if any) and the rationale.
5. Processing: Approved refunds will be processed within 15 business days of the decision, using the original payment method unless otherwise agreed.

Refund requests must be submitted within the following timeframes to be considered:

Requests submitted outside these timeframes will be reviewed at our discretion. We recommend raising any concerns as early as possible to facilitate prompt resolution.

The following items and services are generally non-refundable:

• Completed and Accepted Work: Services or deliverables that have been delivered and formally accepted by the Client (whether through written sign-off or deemed acceptance after the review period).
• Third-Party Costs: Costs incurred on behalf of the Client for third-party software licences, domain registrations, hosting fees, SSL certificates, advertising spend, stock images, or hardware purchases, as these are typically non-refundable by the providers.
• Consultation and Discovery Fees: Fees for completed discovery workshops, audits, assessments, or consulting sessions that have been delivered.
• Custom Configuration Work: Work involving customisation or configuration of third-party platforms (e.g., ERP, CRM, e-commerce) where the configuration has been deployed.
• Rush or Expedited Fees: Additional charges for accelerated timelines or out-of-hours work that has been performed.
• Training Services: Fees for training sessions that have been delivered.

For mid-project cancellations, the refundable amount is calculated as the total payments made minus the value of work completed (assessed at the rates specified in the SOW) and any non-recoverable third-party costs.

Our cancellation terms differ by service type:

Project-Based Services:

• Cancellation before work commences: full refund of advance payments minus any non-recoverable third-party costs already incurred.
• Cancellation after work commences: refund of advance payments minus the value of work completed and non-recoverable costs.
• Written cancellation notice is required and must be sent to the project manager and accounts@nastrum.com.

Managed Services and Retainers:

• 60 days' written notice is required for cancellation.
• Services will continue during the notice period and fees remain payable.
• No refund for the current billing period; services continue until the end of the notice period.
• Prepaid annual plans: pro-rated refund for unused full months remaining after the notice period, minus any applicable early termination adjustment (annual discount reversal).

Digital Marketing Campaigns:

• Management fees for the current month are non-refundable.
• Unspent advertising budget will be returned or reallocated as instructed by the Client.
• 30 days' notice is required.

For refund requests, billing inquiries, or disputes, please contact our accounts department:

Please include your company name, project reference or invoice number, and a description of your concern. We aim to acknowledge all refund requests within 2 business days and resolve them within 15 business days.

If you are dissatisfied with the outcome of a refund request, you may escalate the matter in writing to our management team at management@nastrum.com. Unresolved disputes will be handled in accordance with the dispute resolution procedures outlined in our Terms & Conditions.