Refund Policy

Last Updated: 30 June 2025

This Refund Policy outlines the conditions under which Touray Solutions ("we," "our," or "us") provides refunds for its services. This policy should be read in conjunction with our main Terms and Conditions.

1. General Principles

At Touray Solutions, we are committed to client satisfaction and delivering high-quality web development, data science, and tech consultancy services. Our refund policy is designed to be fair and transparent, reflecting the nature of bespoke and project-based work.

2. Scope of Services & Refunds

Our services are generally project-based and involve significant upfront work, planning, and resource allocation. Refunds will be considered based on the specific circumstances and the terms outlined in your individual Service Agreement, Proposal, or Statement of Work ("Service Agreement").

3. When Refunds May Be Considered

Refunds are generally considered under the following circumstances:

• Cancellation Before Work Commences: If a project is cancelled by the Client before any substantive work has commenced (e.g., beyond initial consultation and proposal drafting), a refund of any initial deposit or advance payment, minus an administrative fee (if applicable and specified in the Service Agreement), may be issued.

• Failure to Deliver Services: If Touray Solutions fails to deliver the agreed-upon services as outlined in the Service Agreement, and such failure is directly attributable to us and cannot be rectified within a reasonable timeframe.

• Early Termination by Mutual Agreement: If both parties mutually agree to terminate the Service Agreement early, a pro-rata refund for uncompleted work may be issued, or a partial refund based on the value of work completed versus payment received, as agreed upon by both parties.

• Non-Commencement by Touray Solutions: In the rare event that Touray Solutions is unable to commence a project for which payment has been received, a full refund will be issued.

4. When Refunds Are Generally NOT Issued

Refunds are generally not issued under the following circumstances:

• Change of Mind: Once work has commenced on a project, payments are typically non-refundable due to the custom nature of our services and the resources allocated.

• Client Delays or Non-Cooperation: If project delays or failure to complete are primarily due to the Client's unresponsiveness, failure to provide necessary information/materials, or frequent changes to scope outside the agreed terms.

• Completion of Agreed Milestones/Work: If a specific phase or the entirety of the project, as defined in the Service Agreement, has been completed and delivered to the Client's satisfaction (or deemed complete based on agreed-upon acceptance criteria).

• Minor Discrepancies: For minor discrepancies or revisions that fall within the scope of agreed revisions and can be rectified without additional cost to the Client.

• Third-Party Costs: Costs incurred for third-party services (e.g., domain registration, hosting, stock imagery, premium plugin licenses) that were procured on behalf of the Client are typically non-refundable once purchased.

• Service Agreement Terms: If the Service Agreement explicitly states that a payment (e.g., a non-refundable deposit) is not refundable.

5. How to Request a Refund

All refund requests must be submitted in writing (via email) to lamin@touraysolutions.com. Your request should include:

• Your name and company name (if applicable).

• The project name/reference number.

• The date of payment and amount paid.

• A clear explanation of the reason for the refund request.

We will review your request and respond within [e.g., 10 business days] to discuss the matter and the steps we will take.

6. Refund Process

If a refund is approved:

• The refund amount will be calculated based on the work completed, resources expended, and any applicable administrative fees or non-refundable deposits, as per the Service Agreement.

• Refunds will be processed within [e.g., 14-30] business days of approval.

• Refunds will be issued using the original payment method unless otherwise mutually agreed.

7. Specific Project Agreements

Please note that this Refund Policy serves as a general guide. The specific terms regarding payments, cancellations, and refunds for your particular project will be detailed in your individual Service Agreement. In the event of any conflict between this general Refund Policy and your specific Service Agreement, the terms of the Service Agreement will prevail.

8. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically.

9. Contact Us

If you have any questions about this Refund Policy, please contact us:

Touray Solutions Email: lamin@touraysolutions.com Phone: 07856917102 Website: touraysolutions.com