Refund and Cancellation Policy

Last updated: 22 October 2026  ·  Effective date: 22 October 2026  ·  Version 2.0

1. Scope and principles

1.1 This policy explains how Arton Technologies ("Arton", "we", "us") handles cancellations and refunds for payments made to us for:

• Arton ERP and our other software subscriptions;
• consulting, implementation, development and integration projects;
• managed IT, security and support services;
• training and events; and
• products we resell.

It forms part of our Terms and Conditions, and the terms defined there have the same meaning here.

1.2 If you have a signed Agreement with Arton, such as a master services agreement, statement of work or order form, and its cancellation or refund terms differ from this policy, the Agreement applies. Where the Agreement is silent, this policy applies.

1.3 We apply this policy on four principles:

• Fairness: you pay for what you received, and you are refunded for what you paid for but did not receive.
• Transparency: refund rules are set out before you pay.
• Speed: clear timelines for decisions and payments.
• Return to source: refunds go back through the channel you paid with, which protects you against fraud.

1.4 Nothing in this policy limits any right you have under the Consumer Protection Act, 2012 or any other law that cannot be excluded by contract.

2. Definitions

• "Billing Period" means the monthly or annual period for which a subscription is paid in advance.
• "Business Day" means any day except Sunday and Kenyan public holidays.
• "Cancellation Notice" means a written request to cancel, sent as described in section 17. Its effective date is the date we receive it.
• "Committed Costs" means third-party costs that Arton has paid, or is contractually committed to pay, for your engagement and cannot recover. Examples are licences, cloud resources, hardware, travel bookings and venue deposits.
• "Mobilisation Deposit" means an advance payment made before a project starts, to reserve resources and cover initial planning.
• "Service Credit" means a credit against future Fees for a missed service level. It has no cash value.

3. Policy at a glance

4. Free trials and demos

4.1 Free trials of Arton ERP require no payment details unless the sign-up page says otherwise. Nothing is charged during a trial. If you do not choose a paid plan, the trial account is suspended when the trial ends, and its data is deleted 30 days later.

4.2 If you gave payment details when you signed up for a trial, you will not be charged as long as you cancel before the trial ends. We remind you by email at least 3 days before the trial ends. If you are charged because you forgot to cancel, we will refund the first charge in full, provided you ask within 7 days of it and have not used the paid service substantially in that time.

4.3 Product demonstrations and initial discovery calls are free of charge.

5. Arton ERP and software subscriptions

5.1 How to cancel

The account owner or an administrator can cancel at any time, in either of these ways:

• in Settings → Billing within Arton ERP; or
• by sending a Cancellation Notice to info@arton.co.ke.

We confirm every cancellation in writing.

5.2 What happens when you cancel

• Automatic renewal stops immediately, and you are not charged again.
• You keep full access until the end of the Billing Period you have paid for.
• For 30 days after that, the account stays in read-only export mode so that you can download your data.
• After that, your data is deleted, as described in our Privacy Policy.
• You may reactivate during the export window without losing data.

5.3 Refund rules

5.4 Failed payments and suspension

If a renewal payment fails, we retry it and notify you. If payment is still outstanding 14 days after the first failed attempt, the account is suspended. It is reactivated within 1 Business Day of payment. Suspension does not cancel the subscription. To stop billing, you must cancel.

6. Onboarding and implementation packages

6.1 Fixed-fee packages for setting up Arton ERP are charged separately from the subscription. These cover configuration, data migration, training and go-live support.

6.2 Refunds for these packages work as follows:

• Cancelled before the kick-off meeting: full refund, less any Committed Costs.
• Cancelled after kick-off: the package is refunded pro-rata for phases not yet started. Phases are defined in the onboarding plan, for example discovery, configuration, migration, training and go-live. Phases that are complete or in progress are not refundable.
• Data migration: once your source data has been extracted, cleansed and loaded into a test environment, the migration component is not refundable.

6.3 If you cancel an annual subscription within the 14-day cooling-off period, the subscription fee is refunded in full. However, onboarding work already performed is charged as set out in clause 6.2.

7. Consulting, implementation and development projects

This section covers process reviews, digital-transformation programmes, ERP and CRM implementations, custom software, mobile apps, integrations, data and analytics projects, and fintech builds. It applies unless the statement of work provides otherwise.

7.1 Mobilisation deposits

• Cancelled before the agreed start date and before any team has been assigned: full refund, less Committed Costs.
• Cancelled before the start date but after a team has been reserved and planning has begun: refund of the deposit, less Committed Costs and the planning work performed, charged at the agreed rates. The deduction for planning work is capped at 25% of the deposit.
• Cancelled after work has started: the deposit is not refundable as such. It is applied against the work performed and Committed Costs, and any balance is refunded.

7.2 Cancelling a project after it has started

You may cancel a project by giving 14 days' written notice. During the notice period we stop non-essential work and hand over work in progress. You then pay for:

1. all milestones delivered or accepted before the effective date of cancellation;
2. work in progress on the current milestone, valued at the agreed rates for time actually spent, or pro-rata to the milestone where the work can be measured objectively;
3. work performed during the notice period; and
4. Committed Costs, and reasonable demobilisation costs such as cancelled travel.

Any amount you prepaid above these totals is refunded. You receive all work in progress that you have paid for, and the intellectual property in it transfers to you in line with our Terms.

7.3 Time-and-materials engagements

These are billed for time actually worked, as recorded in timesheets. Prepaid blocks of hours that are unused when the engagement ends are refunded in full, unless the block was sold at a discount on the condition that it would not be refunded. Unused hours do not carry over beyond the validity period stated in the quotation.

7.4 Defective deliverables

If a Deliverable does not meet the agreed specification:

1. we first correct it at no cost, in line with the warranty in our Terms;
2. if we cannot correct a material failure within a reasonable time, which is normally 30 days from notification, you may reject the Deliverable and receive a refund of the Fees paid for that Deliverable or milestone; and
3. where the failure makes later milestones worthless, you may cancel the remaining project without paying for the work in progress affected by the failure.

7.5 Delays

If the project is delayed by more than 60 days for reasons that are solely Arton's responsibility, and the delay is not resolved within 14 days of written notice, you may cancel the remaining project. You then receive a refund of all prepaid Fees for undelivered work, without deduction for demobilisation.

Delays caused by you, your other suppliers or third-party networks do not give rise to a refund. Examples are late approvals, unavailable data and environments, and pending regulatory or M-Pesa approvals.

7.6 Pausing instead of cancelling

You may ask to pause a project for up to 90 days instead of cancelling it. Fees already paid are held as credit. We will try to keep the same team, but we cannot guarantee their availability after a pause of more than 30 days.

8. Managed IT, SOC and support services

• Notice period: rolling monthly services can be cancelled with 30 days' written notice. Services with a minimum term may be cancelled early only as the Agreement allows, which may include paying an early-termination fee.
• Refunds: fees are charged up to the end of the notice period. Fees for the month in which the notice period ends are not refunded, but any prepaid months after it are refunded in full.
• Annual prepaid support: the unused portion is refunded pro-rata if you cancel within the first 90 days. After that, no refund is due, but the service continues until the term ends.
• Service levels: missed response or resolution targets are compensated with Service Credits, as set out in the Agreement (see section 13). Missed targets do not give rise to cash refunds, unless persistent failure gives you a right to terminate.
• Transition: during the notice period we help with an orderly handover, including documentation, credentials and knowledge transfer. Extended transition support beyond the notice period is chargeable.

9. Security assessments and audits

This section covers penetration tests, vulnerability assessments, red-team exercises, ISO 27001 readiness reviews, PCI DSS gap assessments and similar fixed-scope engagements.

The fee covers the agreed testing and report. It is not refundable on the grounds that the findings were unwelcome or that remediation is needed.

10. Training, workshops and events

You can transfer your place to a colleague at any time before the session at no charge. For private, on-site training, venue, travel and catering costs we have already incurred are deducted from any refund.

11. Third-party licences, hardware and pass-through costs

11.1 Some products we buy from vendors on your behalf are subject to the vendor's own cancellation and refund terms. They include:

• Microsoft, Google, Oracle or other software licences;
• cloud subscriptions and reserved capacity;
• security tools;
• SSL certificates and domain names;
• SMS and USSD bundles; and
• servers, laptops, networking equipment and other hardware.

11.2 In general, these products are not refundable once a licence has been activated, a subscription provisioned, a domain registered or hardware delivered. Where the vendor offers a cancellation window, we pass on to you the full refund or credit we receive, less any vendor restocking fee.

11.3 Hardware that is faulty on arrival is replaced or repaired under the manufacturer's warranty. Report it within 7 days of delivery. Hardware that is not faulty may be returned only if the vendor accepts the return, it is unopened and in its original packaging, and you return it within 7 days.

11.4 Fees charged by third parties on the original transaction are not refunded, unless the refund results from an Arton error (see section 12). Examples are bank charges, card-processing fees and M-Pesa transaction charges.

12. Duplicate, unauthorised or incorrect charges

12.1 We refund the full incorrect amount, including any transaction fees it caused, if you were:

• charged twice for the same invoice or Billing Period;
• charged an amount different from the invoice or the agreed price;
• charged after a valid Cancellation Notice took effect; or
• charged for users or add-ons you did not order.

12.2 Please report the error within 60 days of the charge. We verify it against our records and the payment gateway's, normally within 3 Business Days.

12.3 If you believe a payment to Arton was made without your authorisation, for example through a stolen card or an account takeover:

1. contact your bank or mobile-money provider immediately;
2. notify us so that we can block further charges and investigate; and
3. cooperate with any investigation.

Confirmed unauthorised payments are refunded in full to the original payment source.

13. Service failure and service credits

13.1 If Arton ERP, or a managed service, does not meet the availability or service levels committed for your plan, you are entitled to Service Credits. These are set out in our Terms (clause 16) or your Agreement.

13.2 To receive Service Credits, request them within 30 days of the end of the affected month. They are applied to your next invoice. If no further invoice is due because the service has ended, unused Service Credits for the final month are paid out as a refund.

13.3 If availability falls below 97.0% in any three months within a rolling six-month period, you may terminate the affected subscription. You then receive a pro-rata refund of prepaid Fees for the unused period.

14. Fintech solutions and end-customer refunds

14.1 If you are a customer of one of our clients

Arton builds, hosts and supports payment, mobile-money, lending, SACCO, insurance and wallet platforms for banks, SACCOs, lenders, insurers and merchants. We do not hold or settle their customers' funds, and we cannot make refunds or reversals on their behalf.

If you have a problem with a failed payment, a double deduction, a loan or premium charge, a wallet balance or a refund from one of these organisations, contact that organisation's customer-care team directly. If you contact Arton, we will refer you to the right organisation and, where appropriate, notify them.

If they do not resolve your complaint, you may escalate it to the relevant regulator, such as the Central Bank of Kenya, SASRA, the Insurance Regulatory Authority or the Competition Authority of Kenya, following that organisation's complaints process.

14.2 If you are an Arton fintech client

• Your refund and reversal policy towards your own customers is your responsibility. It must comply with the rules of your regulator and of the payment network.
• Arton provides transaction logs, reconciliation reports and technical investigation to help you resolve customer disputes, within the scope and response times of your support agreement.
• M-Pesa reversals, card chargebacks and bank recalls follow the rules, timelines and fees of the operator or scheme. Arton can prepare and submit supporting data, but the outcome is decided by the operator.
• If duplicate or erroneous transactions are caused by a proven defect in software or a service for which Arton is responsible, such as a failed idempotency check or a faulty disbursement job, Arton will:
  1. fix the defect urgently at no charge;
  2. help you identify the affected transactions and recover the funds; and
  3. compensate you for the unrecovered loss, as set out in clause 22 and subject to the liability terms in our Terms.
• Arton fees for building or operating a fintech platform are governed by sections 7 and 8 of this policy, not by the transaction volumes or customer refunds on that platform.

15. Cancellation or suspension by Arton

• For convenience, or because we discontinue a service: we refund all prepaid Fees for undelivered Services and unused subscription time, in full and without deductions. We also give reasonable notice and help with transition.
• Because of your material breach, for example non-payment, fraud, misuse, unlawful activity or breach of our acceptable-use rules: we may keep Fees for Services performed, for the current Billing Period and for Committed Costs. Any balance beyond these is refunded, unless we are required to hold it under a court order or a regulator's direction, or to offset amounts you owe us.
• Because of force majeure lasting more than 60 days: prepaid Fees for Services not delivered are refunded.
• Temporary suspension for overdue payment does not create a right to a refund for the suspension period.

16. What is not refundable

Unless this policy or your Agreement expressly says otherwise, the following are not refundable:

• subscription fees for a Billing Period that has started, except within the cooling-off and error windows above;
• Professional Services that have been performed, and Deliverables that have been accepted;
• Committed Costs, and third-party licences or hardware that have been activated or delivered;
• consumed usage, such as SMS sent, API calls made or storage used;
• late-payment interest and reconnection fees that were properly charged;
• third-party transaction fees on the original payment, unless the refund is due to an Arton error; and
• Fees for Services you chose not to use. Not logging in to Arton ERP, or not attending a session, does not by itself create a right to a refund.

17. How to cancel or request a refund

1. Send a written request to info@arton.co.ke with the subject line "Cancellation" or "Refund Request". Arton ERP owners can also cancel in Settings → Billing.
2. Include these details:
   • your organisation name and KRA PIN;
   • your account ID or the invoice number;
   • the payment date, amount and method;
   • the transaction reference, such as an M-Pesa confirmation code, the last four digits of the card or a bank reference;
   • the reason for the request; and
   • the refund destination, if it is different from the original payment source. Changing the destination requires additional verification (see clause 19.3).
3. Send it from an authorised person. Requests must come from the account owner, an administrator, the billing contact named on the invoice, or a signatory under the Agreement. We may call you back on a number we already hold to verify the request.
4. Acknowledgement: we acknowledge your request within 2 Business Days and give you a reference number.

18. How we assess requests

18.1 Our finance team reviews each request against this policy, your Agreement, your invoices and payment records, and, where relevant, the delivery records, such as timesheets, milestone acceptances and usage logs.

18.2 We give you a written decision within 7 Business Days of receiving a complete request. If we need more information, we ask for it within that time, and the period restarts when we receive it.

18.3 If your request is approved in part or refused, we explain the reasons and the calculation, and we tell you how to escalate (see section 23).

19. How and when refunds are paid

19.1 Approved refunds are paid within 14 Business Days of approval, to the original payment source:

19.2 Refunds are never paid in cash. If the original channel is no longer available, for example because a card has expired, an account has closed or an M-Pesa line has been deactivated, we pay the refund by bank transfer to an account in the name of the paying organisation or individual, after verification.

19.3 To protect against fraud, we do not pay refunds to third parties, or to accounts in a name different from the payer's. Any change to the refund destination must be confirmed in writing by an authorised signatory and verified by a call-back.

19.4 We notify you by email when a refund is released. The email includes the amount, the date and the transaction reference.

20. Currency, exchange rates and tax

• Refunds are paid in the currency of the original payment.
• Where a payment was converted between currencies by your bank or card issuer, the amount you receive may differ because of exchange-rate movements and conversion fees. Arton is not responsible for these differences.
• Where a refund relates to a tax invoice, we issue a credit note through KRA eTIMS referencing the original invoice. The VAT element is adjusted on the credit note.
• Where you withheld tax from the original payment, the refund is calculated on the net amount we actually received. You must reclaim the withheld tax through your own tax process, and we will provide supporting documents.

21. Overpayments and account credits

21.1 If you pay more than the amount invoiced, we hold the excess as a credit on your account and notify you. You may ask for it to be refunded at any time. Otherwise it is applied to your next invoice.

21.2 With your agreement, we may offer an account credit instead of a cash refund, for example for a service disruption. Account credits are valid for 12 months and are not transferable.

21.3 If you owe us undisputed amounts, we may set them off against a refund due to you. We will show the calculation.

22. Chargebacks and payment reversals

22.1 Please contact us before raising a chargeback with your card issuer or a reversal request with your bank or mobile-money provider. Most issues are resolved faster directly with us, and you avoid your account being frozen while the dispute is investigated.

22.2 If you raise a chargeback while we are already processing a refund request for the same payment, we pause the refund until the chargeback is resolved, so that you are not refunded twice.

22.3 If a chargeback is raised for Services that were properly delivered and charged, we will provide evidence to the card scheme and may suspend the affected Services. If the chargeback is found in our favour, or is withdrawn, we may recover any chargeback fees we incurred.

23. Complaints and escalation

If you are unhappy with a refund decision or with how your request was handled:

1. Level 1, your account or project manager. Reply to the decision email. We respond within 5 Business Days.
2. Level 2, Head of Finance. If you are still not satisfied, email info@arton.co.ke with the subject line "Refund Escalation" and your reference number. We respond within 10 Business Days.
3. Level 3, Director review. A Director reviews the case and gives Arton's final position within 10 Business Days.

If the matter is still unresolved, the dispute-resolution process in our Terms (clause 47) applies. This does not affect your rights under consumer-protection law, or your right to complain to a competent authority.

24. Changes to this policy

We may update this policy from time to time. Updates are posted on this page with a new "Last updated" date and version number. Changes apply only to payments made after they take effect. Your existing payments and subscriptions remain subject to the version in force when you paid. Clients with active subscriptions or Managed Services receive at least 30 days' notice of material changes.

25. Contact us

• Email: info@arton.co.ke (subject: "Cancellation", "Refund Request" or "Refund Escalation")
• Post: Finance Department, Arton Technologies, Kilimanjaro Road, Upperhill, Nairobi, Kenya
• Phone: +254 731 212 991 (Mon–Sat, 08:00–17:00 EAT)

Related policies: Terms and Conditions · Privacy Policy