Refund Policy

Project deposits

Most engagements begin with a deposit that secures our team's time against your project's start date. If you cancel before any work has started, we refund the deposit in full, less any costs we've already committed on your behalf (for example, a domain or software licence purchased at your request). If you cancel after work has begun, the deposit is not refundable — it covers the time already allocated and scheduling adjustments already made to other client work.

Milestone and progress payments

For projects billed in milestones, each payment corresponds to a specific, agreed piece of work. Once a milestone has been delivered and accepted, that payment is not refundable. If you end an engagement partway through a milestone, you're billed only for the proportion of work genuinely completed at that point — assessed fairly and explained in writing, not simply withheld.

If the work doesn't meet the agreed scope

Our first response to any dissatisfaction is to fix it. If delivered work doesn't match the written scope of work, we correct it at no additional charge as part of the engagement — this is standard, not a favour. A refund is only considered where a genuine defect against the agreed scope cannot reasonably be corrected, and would be agreed in writing on a case-by-case basis rather than promised as an automatic right.

Hosting and managed support agreements

Hosting and managed support run on a rolling monthly agreement. You can cancel at any time, effective at the end of the current billing period — we don't offer pro-rata refunds for the unused portion of a month already paid for, and we don't charge for the period after cancellation takes effect. There's no lock-in contract or early-termination fee beyond that.

Third-party costs

Where a project involves a cost we pay to a third party on your behalf — a domain registration, an SSL certificate, a paid software licence or API subscription — that cost is generally non-refundable once purchased, reflecting the third-party provider's own terms. We'll always flag any such cost before committing it, not after.

How refunds are processed

Approved refunds are returned using the same payment method used for the original payment wherever possible, normally within ten working days of being agreed. We don't charge a processing fee on refunds we've agreed to make.

Requesting a refund

Email info@puchutech.com or support@puchutech.com with your invoice or project reference and the reason for your request. We aim to respond within two working days with a clear yes, no, or what we'd need to agree yes.

Governing law

This policy is governed by the laws of the Republic of Uganda, alongside our Terms & Conditions.