Overview
At NgenoTech Global, we sell digital software products and services. Because our products are delivered electronically (as downloadable files or access credentials), all sales are generally final. However, we believe in fair treatment and have outlined clear circumstances under which refunds are granted.
1. Eligible Refunds
You are entitled to a full refund in the following circumstances:
✓ The product you downloaded does not work as described and our support team cannot resolve the issue within 7 days
✓ You were charged twice for the same product (duplicate payment)
✓ A technical error prevented you from accessing or downloading your purchase and we cannot restore access
✓ The product description was materially inaccurate or misleading
Refund requests must be made within 14 days of the original purchase date.
2. Non-Refundable Situations
Refunds will not be granted in the following situations:
✗ You changed your mind after successfully downloading the product
✗ You purchased the wrong product (please read product descriptions before purchasing)
✗ The product does not meet your personal preferences or expectations that were not stated in our description
✗ Your business circumstances changed after purchase
✗ More than 14 days have passed since the purchase date
✗ The product has been used to set up a live production environment
3. Custom Software & Consulting Services
For custom development projects and consulting engagements:
- Deposits paid are non-refundable once work has commenced
- Milestone payments are refundable only if we fail to deliver the agreed milestone
- Dispute resolution will first be attempted via mutual agreement before any refund is processed
4. How to Request a Refund
1 Contact us within 14 days at info@ngenotechglobal.co.ke with your order number and reason for the refund request.
2 Allow us to investigate. Our support team will review your case and attempt to resolve any technical issues first. This may take up to 3 business days.
3 Refund decision. If a refund is approved, we will process it within 5–10 business days back to your original payment method.
4 Payment reversal. M-Pesa refunds typically appear within 24 hours. Card refunds may take 5–10 business days depending on your bank.
5. Partial Refunds
In some cases, a partial refund may be offered for example, if you purchased a bundle and only one component is defective. This is assessed on a case-by-case basis.