Refund and Cancellation Policy
Nothing is sold or paid for through this Site. This policy explains how cancellation and refunds work for services contracted with RailGrid, so you know what to expect before you sign.
1. Scope
RailGrid Technologies Limited supplies ERPNext implementation, data migration, hosting and managed support, advisory and capacity‑building (training) services to organisations. The Site takes no orders and no payments: every engagement is agreed in a written proposal, statement of work or service agreement signed by both parties (the "Agreement"), which sets the exact scope, fees, payment schedule and cancellation terms. Where the Agreement and this page differ, the Agreement applies. This page describes our standard approach.
2. Before anything is invoiced
An enquiry, walkthrough, scoping conversation or Capacity Building registration through this Site commits you to nothing and costs nothing. You may withdraw at any point before signing an Agreement by emailing info@railgrid.co.tz; we will close the enquiry and, on request, delete your details as described in the Privacy notice.
3. Implementation, migration and advisory services
Fees are invoiced against milestones or time as set out in the Agreement. Work completed and accepted, and costs already incurred on your instruction (for example third‑party licences or hosting commitments made on your behalf), are not refundable. Either party may end an engagement on the notice period in the Agreement (our standard is 30 days in writing); on termination you pay for work performed and unavoidable committed costs up to the end of the notice period, and any prepaid fees for work not yet performed are refunded within 30 days. Deliverables paid for are yours.
4. Hosting, support and maintenance agreements
Hosting and managed support are provided under an annual agreement covering hosting, helpdesk, statutory updates and upgrades, invoiced in advance for the period agreed. If you cancel during a paid period, hosting continues to the end of that period so that your data remains available, and no refund is due for the remainder unless the Agreement says otherwise. If RailGrid ends the agreement other than for your breach, the unused portion of prepaid fees is refunded pro rata. Before a hosting agreement ends we provide a complete export of your data and configuration; ERPNext is open source, so nothing prevents you from continuing elsewhere.
5. Training and capacity‑building sessions
Scheduled briefings, workshops and programmes may be rescheduled once free of charge with at least 10 working days' notice. Cancellation with 10 or more working days' notice is refunded in full, less any non‑recoverable venue or travel costs incurred on your behalf. Cancellation with less notice, or non‑attendance, is charged in full. If RailGrid cancels a session, you may choose a new date or a full refund.
6. Faults and service credits
If a service under a support agreement falls short of the agreed service levels, remedies are the service credits and escalation steps in that agreement. If work delivered under a statement of work does not meet its acceptance criteria, we correct it at our cost within the acceptance period set in the Agreement.
7. How refunds are paid
Approved refunds are paid by bank transfer to the account the fees were paid from, in the same currency, within 30 days of agreement, net of any bank charges outside our control. Tanzanian VAT already remitted is refunded in line with the Tanzania Revenue Authority's rules on credit notes.
8. Your statutory rights
Nothing in this policy limits rights you have under the laws of the United Republic of Tanzania, including the Electronic Transactions Act, 2015 and the consumer‑protection provisions of the Fair Competition Act, 2003, or under the law of any other country that applies to you and cannot be excluded.
9. Contact
Cancellation and refund requests: info@railgrid.co.tz · +255 795 300 400 · RailGrid Technologies Limited, Dar es Salaam, United Republic of Tanzania. Please quote your proposal or invoice number.