Our Commitment to Fair Service
Last Updated: January 20, 2026
At Kico Web Design, we are committed to delivering high-quality digital services and ensuring client satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.
Please Read Carefully: Due to the custom nature of our services and the significant time and resources invested in each project, our refund policy has specific terms and conditions. We encourage you to review this policy thoroughly before engaging our services.
Kico Web Design provides custom digital services that are tailored to each client's specific needs. Because of the personalized and time-intensive nature of our work, refunds are handled on a case-by-case basis and are subject to the conditions outlined in this policy. Our refund policy is designed to be fair to both our clients and our business, taking into account: The amount of work completed, Resources allocated to your project, Time invested by our team, Third-party costs incurred on your behalf, and The reason for the refund request.
Important: Initial deposits and completed work are non-refundable. Please review project proposals carefully before proceeding.
The following are NON-REFUNDABLE:
All initial deposits (typically 50% of the project cost) are non-refundable once the project has commenced. The deposit secures your project slot in our schedule and covers: Initial consultation and project planning, Research and strategy development, Resource allocation, Setup of development environments and tools, and Preliminary design work.
Payments for work that has been completed, delivered, and approved by the client are non-refundable. This includes: Milestone deliverables that have been reviewed and accepted, Completed design phases, Developed features and functionality, Content creation and SEO work, and Digital marketing campaigns that have been launched.
Expenses incurred for third-party services and resources are non-refundable, including: Domain name registrations, Hosting setup fees, SSL certificates, Premium plugins, themes, or software licenses, Stock photos, fonts, or graphics, Paid advertising costs (Google Ads, Facebook Ads, etc.), and Third-party API or service fees.
Any rush fees or express service charges paid for expedited delivery are non-refundable.
Payments for ongoing services such as monthly maintenance, hosting management, or retainer agreements are non-refundable once the service period has begun.
You may be eligible for a refund in the following situations:
If we fail to deliver the agreed-upon services or deliverables and cannot provide a reasonable solution or timeline for completion, you may be eligible for a full or partial refund of unused funds.
If you cancel the project before any work has commenced and before we have incurred any costs: Full refund of deposit minus a 10% administrative fee. If third-party costs have been incurred, these will be deducted from the refund.
If both parties mutually agree to terminate the project, refunds will be calculated based on: Work completed to date, Resources allocated and costs incurred, Percentage of project completion, and Time invested by our team. Any unused portion of your payment may be refunded after deducting the value of work completed and costs incurred.
If we determine that the project requirements are technically impossible to achieve with available technology or within the agreed budget, we will discuss alternatives. If no acceptable solution is found, unused funds may be refunded.
Different services have specific refund terms based on their nature:
| Service Type | Refund Policy |
|---|---|
| Web Design & Development | Refunds based on project completion percentage. Approved design work and developed features are non-refundable. |
| Mobile App Development | Milestone-based refunds only. Each completed milestone is non-refundable upon client approval. |
| E-commerce Development | Refunds based on modules completed. Setup, configuration, and approved features are non-refundable. |
| SEO Services | Monthly SEO services are non-refundable once work for that month has begun. No refunds for ranking outcomes. |
| Digital Marketing | Campaign management fees are non-refundable once campaigns launch. Ad spend costs are always non-refundable. |
| Website Maintenance | Monthly maintenance fees are non-refundable. Services are billed in advance for the upcoming month. |
| Custom Applications | Milestone-based refunds. Approved development phases and delivered features are non-refundable. |
When a refund is approved, the amount is calculated using the following formula:
Refund Amount = Total Paid - (Work Completed Value + Third-Party Costs + Administrative Fee)
We assess the value of work completed based on: Percentage of project milestones achieved, Hours invested by our team, Complexity of work completed, and Design files, code, or content delivered.
A 10-15% administrative fee may be applied to cover: Project setup and planning time, Client communication and management, Payment processing fees, and Administrative overhead.
To request a refund, please follow these steps:
Submit a written refund request via email including: Your name and contact information, Project name or reference number, Detailed reason for the refund request, and Any supporting documentation.
We will review your request within 5-7 business days and may: Request additional information or clarification, Schedule a call to discuss the situation, Propose alternative solutions, and Assess the work completed and costs incurred.
After reviewing your request, we will inform you of our decision in writing, including: Whether the refund is approved or denied, The refund amount (if approved), Breakdown of calculations, and Expected processing timeline.
If your refund is approved: Refunds will be processed within 14-21 business days, Refunds will be issued to the original payment method, and You will receive confirmation once processing is complete.
Once a refund is approved, please allow the following timeframes: Bank Transfer (5-10 business days), Mobile Money (1-3 business days), and Credit Card (7-14 business days, depending on your bank). Please note that we have no control over how quickly your financial institution processes refunds to your account.
In some cases, we may offer partial refunds when: Part of the project has been completed satisfactorily, Only certain deliverables were not met, A mutual agreement is reached for partial service delivery, or Technical limitations prevent full project completion. Partial refunds are calculated based on the value of undelivered work minus any costs incurred.
Our goal is always client satisfaction. Refunds are truly a last resort when all other solutions have been exhausted.
Important: Always contact us first before initiating chargebacks. We're committed to resolving issues fairly.
We understand that exceptional situations occur.
In cases of force majeure (natural disasters, pandemics, political instability, etc.) that prevent project completion, we will work with you to find a fair solution, which may include project postponement, scope modification, or partial refunds.
In the unlikely event that Kico Web Design ceases operations, all active clients will be notified and refunds for undelivered work will be processed according to available resources.
We understand that personal emergencies occur. If you need to cancel due to serious health or personal circumstances, please contact us. We will work with you to find an appropriate solution on a case-by-case basis.
We're committed to your success. Let's work together to find the best solution.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website with an updated "Last Updated" date. For ongoing projects, the Refund Policy in effect at the time of project agreement will apply unless both parties agree to updated terms.
If you have questions about this Refund Policy or need clarification on any terms, please contact us before engaging our services. We are happy to discuss our policies and address any concerns you may have.
For refund requests, questions, or concerns about this policy, please contact:
Response Time: We aim to respond to all refund inquiries within 2 business days.
We appreciate your understanding of our refund policy. Our policies are designed to be fair to both our clients and our business, ensuring we can continue to deliver exceptional digital services. If you have any concerns about our services, please reach out – we're always here to help!
By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy.