Refund Policy
Our return and refund policy for software and hardware products.
Return and Refund Policy
Effective Date: December 17, 2025
Last Updated: December 17, 2025
1. Introduction
This Return and Refund Policy governs returns, refunds, and cancellations for products and services purchased from Gestlat ThinkLab. We are committed to customer satisfaction and fair business practices.
This policy covers:
- Software products (360° business management systems)
- Hardware products (POS systems, computers, accessories)
- Professional services (consulting, implementation, training)
- Subscriptions and licenses
Contact Information:
- Email: [email protected]
- Phone: +256 763 414937
- Address: Kampala, Kampala, Uganda
2. Software Products - Refund Policy
2.1 30-Day Satisfaction Guarantee
We offer a 30-day money-back guarantee for new software subscriptions.
Eligibility:
- ✅ First-time subscribers to a specific product
- ✅ Refund requested within 30 days of initial purchase
- ✅ Account in good standing (no violations of Terms of Service)
- ✅ Reasonable usage (not excessive data entry then refund request)
Not Eligible:
- ❌ Renewals (only new subscriptions)
- ❌ After 30 days from purchase
- ❌ Free trial conversions (trial is your evaluation period)
- ❌ Violations of EULA or Terms of Service
- ❌ Excessive or abusive refund requests
2.2 Refund Process for Software
How to Request:
- Email [email protected] with:
- Order number or account email
- Product name
- Reason for refund (helps us improve)
- Preferred refund method
Processing Time:
- Request reviewed within 3-5 business days
- Approval notification sent via email
- Refund processed within 7-14 business days
- Timing depends on payment method
Refund Method:
- Mobile Money: 3-5 business days
- Bank Transfer: 7-10 business days
- Credit/Debit Card: 10-14 business days (may take up to 30 days for bank processing)
- Refunded to original payment method
After Refund:
- Immediate loss of access to Software
- 7-day grace period to export your data
- Account deactivated
- Re-subscription available anytime
2.3 Subscription Cancellations
Cancel Anytime:
- No refund for current billing period
- Access continues until end of paid period
- No automatic renewal
- Data exportable during active period + 30 days after
How to Cancel:
- Log in to account portal
- Navigate to "Subscriptions"
- Select "Cancel Subscription"
- Confirm cancellation
OR
Email: [email protected] with cancellation request
Cancellation Timing:
- Cancel at least 7 days before renewal to avoid next charge
- Cancellations after renewal charged (no refund)
2.4 Annual Subscriptions
Refund Eligibility:
- Within 30 days: Full refund
- After 30 days: Pro-rata refund at our discretion
- Based on unused months
- Subject to fair usage assessment
- May incur administrative fee
Calculation Example:
- Annual subscription: 120,000 UGX (12 months)
- Used: 4 months
- Unused: 8 months
- Pro-rata refund: 80,000 UGX (minus any fees)
2.5 Exceptions - No Refunds
No refunds for:
- Services already rendered (implementation, training, consulting)
- Subscriptions with custom development work
- Enterprise licenses (custom terms apply)
- After 30-day guarantee period (unless pro-rata offered)
- Violations of terms
- Chargebacks (results in immediate account termination)
3. Hardware Products - Return Policy
3.1 Return Window
14-Day Return Period for most hardware products:
- Calculated from delivery date
- Product must be in original condition
- All accessories and packaging included
- Valid proof of purchase required
3.2 Eligible Returns
You may return hardware if:
- ✅ Defective or damaged upon arrival (DOA - Dead On Arrival)
- ✅ Incorrect item shipped
- ✅ Product does not match description
- ✅ Manufacturing defects discovered within 14 days
- ✅ Changed your mind (restocking fee may apply)
3.3 Return Conditions
Hardware must be:
- In original, unused condition (unless defective)
- In original packaging with all accessories
- Accompanied by proof of purchase (invoice, receipt)
- Free from physical damage, scratches, or wear
- Not customized or configured beyond initial setup
Not Acceptable for Return:
- Damaged due to misuse or neglect
- Missing accessories or packaging
- Software licenses already activated (may be non-refundable)
- Products past 14-day window (see warranty section)
- Hygiene-sensitive items (opened keyboards, mice - unless defective)
3.4 Return Process
Step 1: Contact Us
- Email: [email protected] or [email protected]
- Include: Order number, product name, reason for return, photos (if damaged)
Step 2: Approval
- We review within 1-2 business days
- Issue Return Merchandise Authorization (RMA) number
- Provide return instructions
Step 3: Ship Back
- Package securely in original box
- Include RMA number and invoice copy
- Ship to address provided
- You pay return shipping (unless our error or defective)
Step 4: Inspection
- We inspect returned item (2-3 business days after receipt)
- Verify condition and completeness
- Approve or deny refund
Step 5: Refund
- Approved refunds processed within 5-7 business days
- Refund to original payment method
- Shipping costs not refunded (unless our error)
3.5 Restocking Fees
Restocking fees may apply:
- 10% for opened, unused items in perfect condition
- 15% for items with missing accessories or packaging
- No fee for defective items or our shipping errors
3.6 Shipping Costs
Who Pays Shipping:
- Defective/Wrong Item: We pay return shipping
- Changed Mind: You pay return shipping
- Exchanges: We pay shipping for replacement
4. Defective Hardware and Warranties
4.1 Manufacturer Warranties
Most hardware includes manufacturer warranty:
- Warranty period varies by product (typically 1-3 years)
- Warranty details provided with product
- Manufacturer handles warranty claims after 14-day return period
4.2 Warranty Claims Process
For warranty issues after 14 days:
-
Contact [email protected] with:
- Proof of purchase
- Product serial number
- Description of issue
- Photos/videos of problem
-
We will:
- Diagnose issue (remote or in-person)
- Coordinate with manufacturer if needed
- Arrange repair or replacement
- Handle shipping logistics
Warranty Coverage:
- ✅ Manufacturing defects
- ✅ Component failures (normal use)
- ✅ Malfunctions not caused by user
Warranty Exclusions:
- ❌ Physical damage (drops, spills)
- ❌ Misuse or abuse
- ❌ Unauthorized repairs or modifications
- ❌ Normal wear and tear
- ❌ Acts of God (lightning, floods)
4.3 Dead on Arrival (DOA)
Product doesn't work out of the box:
- Report within 48 hours of delivery
- Immediate replacement or full refund
- We cover all shipping costs
- Fast-track processing
5. Professional Services Refunds
5.1 Consulting and Advisory Services
Before Work Begins:
- Full refund if cancelled 48 hours before scheduled session
- 50% refund if cancelled 24-48 hours before
- No refund if cancelled less than 24 hours before
After Work Begins:
- No refunds for completed work
- Partial refund for uncompleted milestones (at our discretion)
- Disputes resolved through good-faith discussion
5.2 Implementation Services
Refund Structure:
- Milestone-based projects: Refund for incomplete milestones
- Hourly projects: No refund for hours worked
- Fixed-price projects: Case-by-case assessment
Satisfaction Guarantee:
- If unsatisfied with deliverables, we'll work to resolve
- Revision rounds included in project scope
- Escalation to management if unresolved
- Partial refund or additional work at our discretion
5.3 Training and Courses
Before Training Starts:
- Full refund if cancelled 7 days before
- 50% refund if cancelled 3-7 days before
- No refund if cancelled less than 3 days before
After Training Starts:
- No refunds for attended sessions
- Exceptions for emergency situations (case-by-case)
- Course materials remain accessible
Group Training:
- Per-attendee cancellation policy applies
- Minimum attendee requirements may affect scheduling
- Rescheduling available (once, no fee)
6. Special Circumstances
6.1 Duplicate Purchases
If you accidentally purchase twice:
- Contact us immediately: [email protected]
- Full refund of duplicate purchase
- Processing within 3-5 business days
- Applies within 7 days of purchase
6.2 Technical Issues Preventing Use
If technical issues prevent software use:
- Contact support first: [email protected]
- We'll work to resolve (reasonable timeframe)
- If unresolvable, refund issued
- Documentation of issue required
6.3 Service Outages
Extended Outages:
- Compensation per Service Level Agreement (SLA)
- Credits or extensions, not cash refunds
- See SLA for specific terms
6.4 Price Changes After Purchase
Price Decreases:
- No refunds if price drops after purchase
- Subscriptions renew at new price (if lower)
Price Increases:
- 30-day notice before renewal
- Option to cancel before increase
- No retroactive charges
6.5 Promotional Pricing
Special Offers:
- No refunds to price-match promotions
- Promotional terms specified at time of purchase
- Cannot combine with satisfaction guarantee (in some cases)
7. Payment Disputes and Chargebacks
7.1 Contact Us First
Before initiating chargeback:
- Contact [email protected]
- We'll work to resolve dispute
- Most issues resolved within 5 business days
- Avoids account complications
7.2 Chargeback Consequences
If you file chargeback without contacting us:
- Immediate account suspension
- Loss of access to all services
- Investigation initiated
- If chargeback invalid:
- Account termination
- Collections for owed amounts
- Legal action if necessary
- If chargeback valid:
- Issue properly resolved
- Account reinstated if desired
7.3 Fraudulent Chargebacks
- Considered Terms of Service violation
- Account permanently banned
- Legal recourse pursued
- Reported to fraud prevention services
8. Exchanges
8.1 Hardware Exchanges
Defective Products:
- Free exchange for same or comparable item
- We cover shipping both ways
- Expedited processing
Different Product Desired:
- Return original product (per return policy)
- Purchase new product separately
- Or contact sales for exchange arrangement
8.2 Software Exchanges
Switching Products:
- Contact [email protected]
- We'll assist with product change
- Pricing differences apply
- Data migration assistance available
9. Refund Processing Details
9.1 Refund Methods
Refunds issued to original payment method:
- Mobile Money: 3-5 business days
- Bank Transfer: 7-10 business days
- Credit/Debit Card: 10-14 business days
- May take up to 30 days for bank to post credit
- Contact your bank if delayed beyond 30 days
Alternative Refund Methods:
- Account credit for future purchases (faster, available immediately)
- Different payment method (requires verification)
9.2 Refund Amounts
Full Refunds Include:
- Purchase price
- Taxes paid (if applicable)
Excluded from Refunds:
- Shipping costs (unless our error or defective product)
- Payment processing fees
- Restocking fees (where applicable)
- Services already rendered
9.3 Currency and Conversion
- Refunds issued in original transaction currency
- Currency conversion at current rates (if applicable)
- Exchange rate differences not compensated
10. Non-Refundable Items and Services
The following are NON-REFUNDABLE:
- ❌ Gift cards and promotional codes
- ❌ Custom development work (completed)
- ❌ Domain registrations or SSL certificates (third-party services)
- ❌ Third-party licenses or services
- ❌ Data migration services (after completion)
- ❌ Delivered training or consulting (already provided)
- ❌ Services in violation of terms
- ❌ Downloadable content already accessed
- ❌ Activated software licenses (beyond 30-day guarantee)
11. Customer Responsibilities
11.1 Timely Reporting
- Report issues promptly (DOA within 48 hours, returns within 14 days)
- Delayed reports may not be eligible
- Keep proof of purchase and correspondence
11.2 Accurate Information
- Provide accurate return/refund information
- Respond to our inquiries promptly
- Fraudulent claims will be prosecuted
11.3 Product Care
- Handle products with reasonable care
- Follow usage instructions
- Maintain products properly
12. Our Rights
12.1 Right to Refuse
We reserve the right to refuse refunds or returns if:
- Outside eligible timeframe
- Evidence of abuse or misuse
- Fraudulent claims suspected
- Pattern of excessive returns
- Violation of terms and policies
- Incomplete returns or damaged goods (non-defective)
12.2 Policy Amendments
We may modify this policy:
- Updates posted on website
- Effective date updated
- Material changes: 30 days notice
- Applies to purchases after effective date
12.3 Final Decision
- We make final determination on refund/return eligibility
- Decisions made in good faith
- Disputes resolved per Terms of Service
- Appeals possible through escalation process
13. Contact and Support
13.1 Refund Requests
Email: [email protected]
Subject Line: "Refund Request - [Order Number]"
Include:
- Full name
- Order number
- Product/service name
- Reason for refund
- Preferred refund method
13.2 Return Requests
Email: [email protected]
Subject Line: "Return Request - [Order Number]"
Include:
- Full name
- Order number
- Product name
- Reason for return
- Photos (if damaged/defective)
13.3 General Inquiries
Email: [email protected]
Phone: +256 763 414937
Hours: Monday-Friday, 8 AM - 6 PM EAT
13.4 Response Times
- Refund/Return requests: 1-3 business days
- Approval processing: 3-5 business days
- Refund processing: 5-14 business days (varies by method)
14. Regional Considerations
14.1 East African Markets
Uganda, Kenya, Tanzania, Rwanda:
- Refund policies comply with local consumer protection laws
- Mobile money refunds available
- Local currency transactions supported
- Regional shipping and return logistics
14.2 Consumer Rights
This policy does not limit your statutory consumer rights under applicable law. If local consumer protection laws provide greater rights, those laws prevail.
15. Satisfaction Commitment
Our Promise:
- Fair and transparent refund process
- Prompt responses to requests
- Good-faith resolution of disputes
- Continuous improvement based on feedback
Our Goal:
- Customer satisfaction and long-term relationships
- Reasonable accommodation for legitimate issues
- Clear expectations and consistent policies
16. Frequently Asked Questions
Q: Can I get a refund after the 30-day guarantee period?
A: Generally no for software, but we assess exceptional circumstances. Contact us to discuss.
Q: What if I purchased annual subscription but want to switch to monthly?
A: Contact [email protected]. We may offer pro-rata adjustment or credit toward monthly plan.
Q: Can I return opened hardware?
A: Yes, within 14 days if defective or if issue not your fault. Restocking fee may apply for change of mind.
Q: How long before I receive my refund?
A: 5-14 business days after approval, depending on payment method. Bank processing may add time.
Q: Can I get a refund as account credit instead?
A: Yes! Account credit is processed immediately and can be used for any future purchase.
Q: What if the product breaks after the 14-day return window?
A: Manufacturer warranty applies. Contact [email protected] for warranty claim assistance.
Q: I was charged twice accidentally. What do I do?
A: Contact [email protected] immediately with both transaction details. We'll refund duplicate quickly.
Q: Can I cancel during a free trial?
A: Yes, cancel anytime during trial with no charge.
17. Acknowledgment
By purchasing from Gestlat ThinkLab, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.
Last Updated: December 17, 2025
Effective Date: December 17, 2025
Version: 1.0
Related Policies:
This Return and Refund Policy is available in English, French (Français), and Arabic (العربية). The English version is authoritative in case of discrepancies.