Last updated: 24 October 2026
At Permalink Business Ltd. (“Permalink”, “we”, “us”) we want every client to be happy with our work. This policy explains when payments can be refunded and how to request a refund. It applies alongside any signed quote, proposal or agreement; where they differ, the signed agreement applies.
1. Deposits and project payments
- Before work starts: if you cancel before we begin work, we refund your deposit in full, less any third-party costs already paid on your behalf.
- After work starts: deposits cover planning, design and development time already committed and are generally non-refundable. Where a project is cancelled part-way, we will refund any amount paid beyond the value of work completed to date.
- Milestone payments: payments for approved milestones are non-refundable once that milestone has been delivered and signed off.
2. Software products and licences
For our systems (such as POS, HMS, School, LMS and others), setup, installation, customisation and training fees are non-refundable once delivered. Licence or subscription fees may be refunded on a pro-rata basis if you cancel within the first 14 days of a new subscription and the system has not been put into live use.
3. Hosting, domains and third-party services
Domain registrations, SSL certificates, hosting, software licences, advertising spend and other third-party services are paid to external providers and cannot be refunded once purchased, except where the provider issues a refund to us.
4. Hardware and installations
Equipment supplied for networking or CCTV and security installations is covered by the manufacturer’s warranty. Faulty items reported within 7 days of installation will be repaired or replaced. Installation labour is non-refundable once completed.
5. Our commitment
If we fail to deliver an agreed service, or what we deliver does not match the agreed scope, we will first work with you to fix it at no extra cost. If we still cannot deliver, we will refund the amount paid for the undelivered part of the work.
6. How to request a refund
Send your request to info@permalinkbusiness.com with your name, invoice number and the reason for your request. We will acknowledge it within 2 working days and give a decision within 7 working days.
7. How refunds are paid
Approved refunds are paid using the original payment method (M-Pesa, bank transfer or card) within 14 working days of approval. Any transaction charges from banks or payment providers may be deducted.
8. Changes to this policy
We may update this policy from time to time. The latest version will always be on this page with its “last updated” date.
9. Contact us
Permalink Business Ltd., Nairobi, Kenya
Email: info@permalinkbusiness.com
Phone / WhatsApp: +254 706 143 654