Refund Policy | Touko Banix
This Refund Policy applies to all services, products and training provided by Touko Banix Inc. and its affiliated entities in Cameroon, Qatar and the United States ("Touko Banix", "we", "us"). By paying an invoice or signing a proposal, the client ("you") agrees to this policy and to our Terms of Service.
Nature of our services
Our services are custom, time-based professional work. Once you pay, we reserve staff, schedule and resources for your project, and we begin work that cannot be resold or reused. This is why refunds are limited.
Deposits and upfront payments are non-refundable
The upfront payment (deposit) required before work begins covers scoping, planning, reserved capacity and administration. It is non-refundable once work has started or once the kickoff date has been confirmed, unless clause 3 applies.
Refund eligibility
You may request a refund only if we (a) fail to start work within [14] days of the agreed start date, without your delay or a valid reason, or (b) are unable to deliver the core scope in the signed proposal after a reasonable opportunity to fix the problem. In these cases we will refund the amount attributable to work not yet performed.
Refunds by project stage
Refund by project stage Stage when cancellation is requested Refund Before any work has started and before kickoff date is confirmed Refund of amounts paid, less [10%] administration fee and any third-party costs already incurred After kickoff, during discovery or planning No refund of the deposit; unused pre-paid milestones refunded During design or development Refund of unused pre-paid milestones only; completed and in-progress milestones are non-refundable After delivery, launch or client approval No refund Milestone payments
Where a project is billed in milestones, each milestone payment is non-refundable once that milestone has begun.
Third-party costs are always non-refundable
These include domain names, hosting, SSL certificates, plugins, themes, software licences, stock images, fonts, app-store fees, paid advertising budgets, printing, freelancers and any other cost we pay to a third party on your behalf.
Change of mind, lack of use and dissatisfaction with subjective results
We do not refund because you changed your mind, changed your business plans, lack the budget or time to continue, or dislike a design that meets the agreed brief. We include the agreed number of revision rounds to help you reach the result you want.
Revisions come first
Before any refund is considered, we will be given the chance to correct the issue through revisions or fixes within [14] days of written notice. A refund request without this opportunity may be refused.
Client delay or non-cooperation
If you fail to provide content, feedback, access, approvals or payments for more than [14] days, we may pause the project. Paused projects are not refundable, and the delivery timeline moves accordingly. If the project is paused for more than [60] days we may close it and the fees paid are retained.
Retainers, subscriptions and recurring services
Monthly retainers (for example SEO, social media management, maintenance and hosting) are billed in advance, are non-refundable for the current period, and may be cancelled with [30] days' written notice. We do not refund partial months or unused deliverables.
Training and mentorship
Training fees are non-refundable once a cohort or session has started. If you cancel at least [7] days before the start date, you may receive a refund less a [15%] administration fee, or transfer your place to another cohort or person once. If we cancel or reschedule a programme, you may choose a full refund or a transfer.
Consulting, strategy and staff augmentation
Consulting hours, workshops, pitch decks, business plans and staff-augmentation time that have been delivered or scheduled are non-refundable. Unused pre-paid hours expire after [90] days and are not refundable unless we cancel.
Consumer rights
Nothing in this policy limits rights you cannot lose by law. If you are a consumer in the EU, UK, Canada or another region with mandatory withdrawal or consumer rights, those rights apply. For digital services and content, you expressly request that we begin work immediately and acknowledge that you may lose any right of withdrawal once the service has been fully performed, or, if you withdraw during performance, you must pay for the work already done.
How to request a refund
Email info@toukobanix.com or toukobanix@gmail.com with the subject "Refund Request" within [14] days of the event you rely on. Include your name, invoice number, project name, the reason and any supporting evidence. We will acknowledge within 3 business days and give a decision within [10] business days.
How approved refunds are paid
Refunds are paid in the original currency by the original payment method where possible, within [14] business days of approval. Bank, mobile-money, card and transfer fees, and currency-conversion losses, are deducted from the refund. Where a refund cannot be paid to the original method, we may use an alternative you choose.
Chargebacks and payment disputes
Please contact us before disputing a charge with your bank or payment provider. If you raise a chargeback for services that were delivered or that fall outside this policy, we may dispute it with evidence of the agreement and delivery, suspend all services and files, recover the chargeback fees and costs, and pursue the unpaid balance.
Delivered work and intellectual property
If any refund is paid, you agree that any licence to use the work ends and that you will stop using unfinished or refunded deliverables. Ownership of work-in-progress never transfers where the project is not paid for in full.
Project termination by us
We may end a project and retain amounts paid for work done if you breach the Terms of Service, are abusive, ask for unlawful content, or fail to pay. If we end a project without cause, we will refund the amount for work not performed.
Force majeure
If events outside our control (for example natural disasters, power or internet outages, war, civil unrest, government action, payment-network failures or pandemics) prevent delivery, we will agree a new timeline with you or refund the value of work not yet performed.
Changes to this policy
We may update this policy. The version in force when you paid your invoice applies to your project.
Contact
Touko Banix · info@toukobanix.com · toukobanix@gmail.com · +237 677 228 932 · +237 674 746 654 · Buea, Cameroon · QFC Tower 1, West Bay, Doha, Qatar · Canal Winchester, Ohio, USA.