Our Promise

We stand behind the work we ship. If something we delivered doesn't match what we agreed in writing, we'll fix it — and where a fix isn't possible, we'll refund the affected portion of your invoice. This page explains exactly when and how.

1. Eligibility

Refunds apply to the following scenarios:

  • Cancellation before work starts — full refund minus any non-refundable third-party costs (e.g. licenses bought specifically for the project).
  • Material defects in delivered work — if a deliverable is materially different from the agreed scope and we cannot remedy it within 14 days of being notified.
  • Service disruption — for hosted products like Tarawud ERP / CRM, downtime exceeding the SLA threshold triggers pro-rata service credits.

Refunds do not apply to:

  • Change requests outside the original scope
  • Subjective disagreements about design choices that were approved in writing
  • Work already accepted and signed off
  • Third-party fees (domain registrars, ad spend, hosting upgrades) which are non-refundable by their providers

2. How to Request a Refund

Email info@tarawud.com within 14 days of the issue arising with:

  1. Your project name + contract reference
  2. A clear description of the problem
  3. The remedy you're requesting
  4. Any supporting evidence (screenshots, audit logs, communication trail)

We acknowledge requests within 2 business days and aim to resolve them within 14 days.

3. The Process

  1. Review — We investigate and confirm whether the issue is in scope of this policy.
  2. Remedy first — If the problem is fixable, we offer a remedy (additional work at no charge, escalated support, or extended timeline).
  3. Refund — If remedy isn't possible or you decline it, we issue a refund for the affected portion of the invoice.

4. Payment Method + Timing

Refunds are issued to the original payment method:

  • Bank transfer — 5–10 business days
  • Card — 3–7 business days (depends on your card issuer)
  • Paymob / Stripe — usually within 5 business days

If the original method is unavailable, we'll arrange an alternative bank transfer in writing.

5. Subscription Products

For monthly subscriptions to Tarawud's hosted products (ERP, CRM, POS):

  • First 14 days: Full refund, no questions asked.
  • Days 15+: Pro-rata refund for unused days in the current billing period when the issue is on our end.
  • Annual plans: Full refund if cancelled within 30 days; pro-rata after that.

6. Disputes

If we can't agree on whether a refund applies, we'll first try mediation. Either party can escalate to the relevant courts as outlined in our Terms of Service §9.

7. Contact

Questions? info@tarawud.com — please use the subject line "Refund" so it routes to the right team.