Refund Policy

At Smahile Hub, we are dedicated to delivering top-quality software and web development services. We strive to meet and exceed client expectations; however, we understand that sometimes adjustments may be necessary. This refund policy explains the terms under which refunds may be issued, the procedures to follow, and important considerations. By using our services, you acknowledge and agree to these terms.

1. Eligibility for Refunds

1.1 Non-Delivery of Service

  • If Smahile Hub is unable to begin work on your project within the specified start date or timeline agreed upon in the contract due to internal reasons, clients are eligible for a full refund. Please note, however, that delays caused by a client’s lack of communication, inability to provide necessary materials, or other client-related issues will not be eligible for refunds.

1.2 Project Cancellation by Client

  • Clients have the right to cancel their project at any stage. Refunds for cancellations are provided based on the following:
    • Before Project Commencement: If the project has not yet started and was prepaid, a full refund may be issued.
    • After Project Commencement: If a project is canceled after work has begun, the refund will be prorated according to completed project phases and any administrative fees. Any completed deliverables provided to the client up to the date of cancellation will be retained by the client, while Smahile Hub will retain fees for the work completed.

1.3 Technical Failures and Non-Performance

  • Should the final product not perform as per the agreed-upon technical specifications due to an error on the part of Smahile Hub, we will attempt to rectify it. If the issue cannot be resolved after multiple revisions, the client may be eligible for a partial or full refund based on the impact of the issue.

2. Non-Refundable Circumstances

2.1 Change of Mind or Project Scope Alterations

  • Refunds will not be issued if the client changes their mind or significantly alters the project scope after work has commenced. Should the project scope change after the initial agreement, a new contract or addendum will be required, and refunds will not be available for completed work under the original agreement.

2.2 Completed Projects and Delivered Services

  • Once a project has been delivered and approved, either through formal acceptance or default acceptance after a specified period (e.g., 14 days), refunds are no longer applicable. The client is responsible for reviewing deliverables during the approval period.

2.3 Delays or Issues Due to Third Parties

  • Smahile Hub cannot be held liable for delays, failures, or additional costs arising from third-party services, including but not limited to hosting providers, domain services, software dependencies, or client-selected third-party vendors. Refunds will not be provided for issues beyond our control.

3. Refund Request Process

3.1 Request Submission

  • Refund requests must be submitted in writing via email to hello@smahile.com, including the following information:
    • Client’s full name and project ID
    • Project start and expected completion dates
    • Detailed reasons for requesting the refund
    • Any relevant supporting documentation

3.2 Review and Verification

  • Our team will review the request within 14 business days of submission. During this review period, we may reach out for further information or clarification to fully understand the situation.

3.3 Final Decision and Communication

  • Once the review is complete, the client will be informed in writing of the final decision and any applicable refund amount. If a refund is approved, the amount will be based on the terms outlined in this policy and the work completed to date.

4. Refund Timeline and Payment Method

4.1 Mode of Refund

  • Refunds will be processed via the original payment method used for the project (credit card, bank transfer, etc.). In cases where the original payment method is unavailable, an alternative method may be arranged upon agreement with the client.

4.2 Refund Processing Time

  • Approved refunds will be issued within 10 business days after confirmation. Please note that additional time may be required for funds to appear in your account, depending on your financial institution.

5. Alternative Resolution and Dispute Policy

5.1 Internal Resolution

  • At Smahile Hub, we aim to resolve any issues or concerns promptly and amicably. Should you have any disputes, please reach out directly to us at hello@smahile.com so we may work toward a fair resolution.

5.2 Alternative Dispute Resolution

  • If a resolution cannot be reached internally, Smahile Hub and the client may explore alternative dispute resolution methods, such as mediation or arbitration, based on mutual agreement.

This policy is intended to ensure transparency, clarity, and fairness for both our clients and our team. If you have any questions or concerns, please don’t hesitate to reach out to us at hello@smahile.com.