We have prepared this Refund Policy to explain when you can request a refund with respect to products and services acquired from Movetech or through us from our partners and/or affiliates (collectively “Services”).
General terms apply to all refund eligible Services. In addition, there may be special term(s) that apply to a specific product and/or service and those are outlined below.
- In no event is the same Service eligible for more than one refund.
- Service(s) must be cancelled before we can issue a refund.
- No refund will be made if your Service(s) are suspended or terminated for cause.
- If purchased Service(s) include free domain name registration as part of a promotion or sale of the Service(s), and you cancel the purchased Service(s), the standard price for the domain name will be deducted from the refund amount. If the refund amount is less than the standard price for the domain, you must either elect to pay the difference or forfeit the domain, in which case, ownership of the domain will revert back to Movetech.
- All refunds are processed in Kenyan shillings: you, the customer, bear sole responsibility for any fluctuations in the exchange rate(s) between the time of payment and the time of refund.
- Purchases made using M-Pesa account can only be refunded on the purchaser Mpesa account. Purchases made by credit card or PayPal may be refundable to the source of payment.
Purchases made by Bank transfer may be refundable to the source of payment. Movetech is not responsible for any additional charges imposed by your credit card company, Mpesa, Bank or PayPal in the case of refund.
- Any processing fee(s) will be deducted from a refund.
Additional refund requirements may apply based on specific terms and conditions notified to you when purchasing any Service(s).
Domain Name Registration
Unless this Refund Policy specifically provides for a refund, all fees for domain name registrations and related domain name Service(s) are non-refundable, in whole or in part, even if your domain name registration is suspended, cancelled or transferred prior to the end of your then current registration term.
New domain name registrations may be refundable, at the sole discretion of Movetech, if you, the registrant, cancel the domain name registration for a valid reason and the cancellation is processed within 3 days (72 hours) after registration.
For .co.ke , .or.ke or Kenyan domains you can cancel within 30 days of registration.
Unless this Refund Policy specifically provides for a refund, all fees for Web Hosting and related Service(s) are non-refundable, in whole or in part, even if your Web Hosting Service(s) are suspended or terminated prior to the end of your then current contract term.
Package fees for Shared Hosting, Reseller Hosting and VPS Hosting may be refundable, at the sole discretion of Movetech, if you, the account holder, cancel within fourteen (14) days after purchase.
No refunds are available for the following:
- Any additional features, services or upgrades added to your Web Hosting package and purchased at additional fee;
- Any fees related to domain name registrations associated with your Web Hosting package;
- Any renewals of Web Hosting and related Service(s)
Private Email Hosting
Unless this Refund Policy specifically provides for a refund, all fees for private email hosting and related Service(s) are non-refundable, in whole or in part, even if your private email hosting Service(s) are suspended or terminated prior to the end of your then current contract term.
If you purchase Private Email Hosting Services for a domain name not registered with Movetech, you must confirm your ownership of the associated domain name. If you fail to provide satisfactory proof of ownership (or domain access rights) within forty-eight (48) hours from purchase, the purchased Service(s) will be cancelled and any fees paid will be automatically refunded as an account credit.
Unless this Refund Policy specifically provides for a refund, all fees for SSL Certificates are non-refundable, in whole or in part.
If a refund is available, fees for SSL Certificates will be refunded in the form of an account credit.
In order to qualify for a refund you must do one of the following within ninety (90) days after purchase: that is, you must 1) obtain issuance and thereafter make a written request for a refund within fifteen (15) days of that date; 2) attempt at issuance and be unsuccessful, in which case the refund will be credited to your account automatically; or 3) make no attempt at issuance but make a written refund request to Movetech.
One Of Time License
If you are not 100% satisfied with any Movetech software, please contact us within 7 days of your purchase (or activation of software)to receive a refund. Your refund will be subject to a processing charge of either 25% of software cost.
If you are not 100% satisfied with any Movetech software subscriptions, please contact us within 7 days of your purchase to receive a refund. Your refund will be subject to a processing charge of either 5,000 or payment for the first month of service (calculated at the Monthly Subscription rate), whichever is less.
Refunds requested more than 7 days after your initial purchase date will not be issued unless the transaction was the result of a fraudulent purchase.
Refunds through Lipa na M-Pesa should be less the transaction fee of 1%. Refunds through banks will be determined by transfer fee of that client specific Bank. Paypal refunds will incur charges on clients side.
If you are issued a refund, it should appear on your Mpesa or Account or Paypal statement within 72 hours upon us notifying you.
Requests to return hardware products must be made within 30 days of delivery. If the product is returned in as-new condition during that period, a refund will be granted for the purchase amount minus a 20% re-stocking fee calculated on the list price. Shipping and extended warranty are not refundable. After 30 days, the terms of the hardware warranty agreement apply.
Software licenses bundled with appliances sold before January, 2016 may not be transferred to other hardware.
Movetech hardware products are covered by a one, two or three year manufacturer warranty based on the option chosen at the time of purchase. If local regulations require a longer period, the longer warranty period applies. The warranty period is effective from the date of delivery to the original purchaser. Any products that are found to be defective within this warranty period will, at the option of Movetech, be replaced or repaired.
During the warranty period, Movetech will repair, replace or credit all defective products, provided that they are returned to Movetech. Return, replacement or repaired units being shipped to and from customers outside the Nairobi, Kenya will be shipped at the customer’s expense. Untangle has sole discretion to determine whether a particular product will be either repaired or replaced. Returns must be made in original factory packaging and include all components originally shipped. Movetech reserves the right to charge for any missing components or packaging, or for damage sustained by the hardware as a result of returning it in non-original packaging, even if the unit otherwise qualifies for warranty repair or replacement under this policy.
Warranty only applies to defects in materials and/or workmanship, which occur during normal wear and proper use.
Warranty does not apply to those products that are damaged due to misuse, abuse, negligence, alteration or modification.
Warranty does not extend to any damage that occurs in shipment or due to natural phenomenon (e.g. lightning).
Warranty will be voided if the original serial number on the product is removed by accident or intentionally, or if the tamper resistant seal is removed or broken for any reason.
Once a professional service has been completed, no refund will be issued for the cost of the service.
Our Refund Policy applies only to software and hardware purchased directly from Movetech. If your software or hardware was purchased through a 3rd party or reseller, it must be returned to that 3rd party or reseller, which may in turn be subject to different returns policies than ours.
Limitation of Liability
Movetech will not be liable under any circumstances for any indirect, consequential or incidental damages related to your use of our products, and the amount of any direct liability owed by Movetech hereunder is limited to the amount payments it has previously received from you for the product.
All other Services are non-refundable, including but not limited to:
- Transfers or renewals of domain name registrations;
- Fees for recovery or reactivation of domain names;
- Dedicated Servers or Dedicated IP Addresses;
- WhoisGuard subscriptions;
- Any Services purchased or acquired at a reduced fee or on promotion; or
- Any fees paid by you to Movetech for providing non-service related support.