Refund and Cancellation Policy

How refunds, cancellations, and rescheduling work across our services.

Last updated: June 2026
Table of Contents
  1. 1. Introduction
  2. 2. On-Site IT Services
  3. 3. Remote & Managed IT
  4. 4. Digital Products
  5. 5. Subscriptions & SaaS Access
  6. 6. Community Training
  7. 7. How to Request a Refund or Cancellation
  8. 8. Processing Time & Method
  9. 9. Exceptions
  10. 10. Changes to This Policy
  11. 11. Contact Us

1. Introduction

This Refund and Cancellation Policy explains the terms under which Shangazi Online ("we," "us," or "our") issues refunds, accepts cancellations, and handles rescheduling across our service categories. This policy works alongside our Terms and Conditions and Privacy Policy, and should be read together with them. By booking or purchasing any service, you agree to the terms set out below.

2. On-Site IT Services

(Computer Repair & Maintenance, Hardware Installation, Virus Removal, Printer Setup, On-Site Troubleshooting)

  • Cancellation before the visit: Clients may cancel or reschedule a booked appointment free of charge by giving at least 24 hours' notice.
  • Late cancellation: Cancellations made less than 24 hours before the scheduled visit may incur a call-out fee to cover technician travel and time already committed.
  • Diagnostic fees: Where a diagnostic fee was charged and a repair is subsequently declined by the client, the diagnostic fee is non-refundable, as the assessment work has already been carried out.
  • Completed repairs: Once a repair or installation has been carried out and accepted by the client, payment for labour is non-refundable. Parts may be covered under the warranty terms described in our Terms and Conditions.
  • Service not rendered: If we are unable to deliver a paid on-site service for reasons within our control, a full refund or free rescheduling will be offered, at the client's choice.

3. Remote & Managed IT Services

(Remote Technical Support, Network Monitoring, Email Management, Managed IT, Data Backup)

  • Single remote sessions: If a paid remote support session has not yet started, it may be cancelled for a full refund. Once a technician has begun work on the issue, fees become non-refundable, even if the issue is later resolved through other means.
  • Managed service agreements: These are billed and cancelled according to the specific service agreement signed with the client. As stated in our Terms and Conditions, either party may terminate a managed services agreement with 30 days' written notice. Fees already earned for the current billing period are non-refundable; any amount paid in advance for periods beyond termination will be refunded on a pro-rata basis.
  • Service failure: If we fail to deliver an agreed managed service due to our own fault, affected fees for the period in question will be refunded or credited toward future services, at the client's preference.

4. Digital Products

(Templates, Guides, Manuals, Online Training Courses, IT Certification Programs)

  • Digital products are sold as-is. Once a digital product has been downloaded, accessed, or a unique access link has been issued, it is non-refundable, in line with our Terms and Conditions.
  • An exception applies where the product is proven to be materially defective (for example, corrupted files or content that does not match its description). In such cases, contact us within 7 days of purchase for a repair, replacement, or refund.
  • For online courses and certification programs, no refund is available once a participant has accessed more than 20% of the course content or has been issued a certificate.
  • If a course or certification program is cancelled by Shangazi Online before completion, enrolled participants will receive a full refund or a credit toward another program, at their choice.

5. Subscriptions & SaaS Access

(Support Portals, SaaS Tools, Cybersecurity and Monitoring Platforms)

  • Subscriptions are billed on the cycle agreed at sign-up and auto-renew unless cancelled at least 7 days before the renewal date, as set out in our Terms and Conditions.
  • No refunds are issued for partial subscription periods, including when a client cancels mid-cycle or stops using the service before the cycle ends.
  • If we are unable to provide access to a subscribed platform for an extended period due to a fault on our end, we will extend the subscription term or issue a partial credit to reflect the downtime.
  • Cancelling a subscription stops future billing but does not retroactively refund amounts already charged.

6. Community Training (Free Programmes)

(Free Hands-On Computer Repair & Maintenance Trainings)

Community training sessions are provided free of charge and are not subject to this Refund and Cancellation Policy, as no payment is collected. As noted in our Terms and Conditions, these sessions are offered on an as-available basis and may be cancelled or rescheduled by Shangazi Online, with reasonable advance notice given where possible.

7. How to Request a Refund or Cancellation

To request a refund, cancellation, or rescheduling, please contact us with your name, the service or product purchased, the date of purchase or booking, and the reason for your request. Requests can be sent to:

support@shangazi.org
LAFAYANA HOUSE, Tala-KDO Road, Tala, Machakos, Kenya.

8. Processing Time & Method

Approved refunds will be processed within 7–14 business days of approval. Refunds are issued using the same payment method used for the original transaction wherever possible. If that is not possible, we will agree an alternative method with the client. Any third-party payment processing fees that are non-recoverable by us may be deducted from the refunded amount.

9. Exceptions

Refunds will not be granted in cases involving change of mind after a service has been substantially performed, misuse or damage caused by the client after service delivery, failure to provide access, information, or a safe working environment as required for the service, or violation of our Terms and Conditions or Acceptable Use provisions. Shangazi Online reserves the right to assess refund requests on a case-by-case basis where circumstances are not explicitly covered by this policy.

10. Changes to This Policy

Shangazi Online reserves the right to update this Refund and Cancellation Policy at any time. Changes will be published on this page with a revised date. Continued use of our services after changes are posted constitutes acceptance of the updated policy.

11. Contact Us

If you have any questions about this policy, please reach out:

Email: support@shangazi.org
Address: LAFAYANA HOUSE, Tala-KDO Road, Tala, Machakos, Kenya.