Refund, Milestone Acceptance & Cancellation Policy

Software architecture is an intensive bespoke knowledge engagement. Unlike mass-manufactured consumer goods, our professional services involve dedicated senior engineering allocation, infrastructure provisioning, and custom code craftsmanship.

This Policy sets forth clear expectations regarding upfront sprint commitments, progress verification, and financial settlements.

Upon commissioning a custom software engineering engagement, the initial commencement retainer (typically 30% to 50%) covers dedicated architectural discovery, wireframing, technical scoping, database schema design, and resource locking.

Subsequent milestone payments are tethered directly to demonstrable technical deliverables deployed on private staging environments:

• Milestone Inspection: The Client has a 10-business-day inspection window to test and review milestone deliverables against the SOW specification.
• Rectification Rights: If functional deviations are identified, our team will rectify them within the sprint scope at no additional charge.
• Payment Sign-Off: Once a milestone deliverable is approved by the Client, the corresponding milestone payment is final and non-refundable.

For pre-engineered digital products purchased directly from our turnkey catalog (e.g. M-Pesa Gateway modules, Cloud POS engines, Invoicing systems):

• Pre-Purchase Demonstrations: We provide full-fidelity interactive demos, comprehensive documentation, and video walkthroughs prior to purchase so you can verify features in advance.
• Irrevocable Source Handover: Due to the irrevocable nature of digital source code downloads and Git repository transfers, once source code repositories or download credentials have been issued, turnkey digital software purchases are non-refundable.

For physical hardware peripherals (thermal receipt printers, barcode scanners, cash drawers) purchased alongside our POS software packages:

• Hardware items may be returned within seven (7) calendar days of receipt if unopened, unused, and in their original factory-sealed retail packaging, subject to a 15% restocking fee.
• Defective hardware is covered under manufacturer warranty for twelve (12) months with immediate diagnostic replacement support.

If a Client elects to terminate an active custom development contract prior to final production release:

• The Client must provide written notice fourteen (14) days in advance.
• A detailed work-in-progress audit will be executed calculating all billable engineering hours and completed sprint tasks up to the cancellation date.
• Any unearned portion of paid retainers beyond the audited billable work will be promptly refunded to the Client within fourteen (14) business days.
• All completed codebase assets, design tokens, and database schemas produced up to that date will be packaged and delivered to the Client.

Every custom system shipped by Cyril Musila Creatives includes an unconditional 30-Day Technical Warranty. If any software bug, database defect, or payment callback error attributable to our code is identified within 30 days of production launch, our engineering team will patch and resolve it with top priority at zero cost.

Clients agree to engage in good-faith direct dispute remediation with our senior architecture team before initiating merchant chargebacks or banking payment disputes. We pride ourselves on 100% resolution satisfaction and mutual commercial fairness.