Refund & Cancellation Policy

1. Scope of this policy

This policy applies to all goods and services supplied by Evobyte Systems Innovations Limited (“Evobyte”, “we”, “us”), a company incorporated in Zambia under registration number 120241016007, with its registered office at Plot No. 191B, Chindo Road, Kabulonga, Lusaka, Zambia.

It covers every order placed with us and every payment made to us, whether by bank transfer, mobile money, card or any other electronic payment method, and whether the order was placed in person, by email, by telephone or through this website.

Where a client has signed a separate written contract, service level agreement or purchase order with terms that differ from this policy, the terms of that signed agreement take precedence for that engagement. This policy governs everything else.

All prices and refunds are in Zambian Kwacha (ZMW) unless the quotation states another currency.

2. Quotations, orders and payment

Our quotations are valid for the period stated on the quotation, normally 14 days. Prices are subject to change after that period because much of the equipment we supply is imported and subject to exchange rate and supplier price movement.

An order is accepted once we have received your written confirmation or signed purchase order and, where payment in advance applies, once the payment has cleared in our account.

• Stock items. Payment is normally due in full before delivery, unless credit terms have been agreed in writing.
• Special-order and imported items. We normally require a deposit of 50% to place the order with our supplier, with the balance due before delivery.
• Services and projects. Payment terms are set out in the quotation or proposal — commonly a mobilisation payment followed by payment against agreed milestones or monthly invoices.
• Approved credit accounts. Invoices are payable within the agreed terms, normally 30 days from invoice date.

3. Cancelling an order for goods

You may cancel an order for goods by writing to info@evobyte.co.zm. What happens next depends on how far the order has progressed.

Before we have placed the order with our supplier

We cancel at no charge and refund any payment or deposit you have made in full.

After we have placed the order with our supplier, but before it has been dispatched to you

We refund your payment less any costs we have already irrecoverably incurred — for example a supplier restocking or cancellation charge, freight already paid, customs duty already paid, or bank and payment gateway charges. We will show you what these costs are before we process the refund.

After the goods have been dispatched or delivered

The order can no longer be cancelled. Your options are the returns provisions in section 4 below.

Custom-built, custom-configured and bespoke items

Once we have begun building or configuring equipment to your specification, or have ordered an item that our supplier will not accept back, the order cannot be cancelled and the deposit is not refundable.

4. Returning goods

4.1 Goods that are faulty, damaged or not as described

If goods arrive faulty, damaged, incomplete or not matching what you ordered, tell us within seven (7) days of delivery. We will collect the goods at our cost and, at your choice:

• repair or replace the item; or
• supply the correct item; or
• refund you in full, including any delivery charge you paid.

Nothing in this policy limits your rights under the Competition and Consumer Protection Act No. 24 of 2010 or any other Zambian law.

4.2 Change of mind

We are not obliged to accept a return simply because you have changed your mind, but we will usually do so within seven (7) days of delivery provided that:

• the item is unused, in its original sealed packaging, with all accessories, manuals and documentation;
• the item is not a consumable, a software licence, a special-order item or a custom-configured item; and
• you return it to our premises at your own cost, or pay our collection charge.

A restocking charge of up to 15% of the invoice value may be deducted from the refund to cover the cost of re-testing, re-packaging and returning the item to saleable condition.

4.3 Returns outside these periods

After seven days, a faulty item is dealt with under the warranty provisions in section 5 rather than as a return.

5. Warranty on goods

Equipment we supply carries the manufacturer’s warranty for the period stated on the quotation, invoice or delivery note. We register the warranty in your name where the manufacturer requires it, and we handle the claim with the manufacturer or their authorised service centre on your behalf.

A warranty claim is a repair or replacement, not a refund. We will only refund the price of an item under warranty if the manufacturer cannot repair or replace it and no equivalent replacement is available.

Manufacturer warranties do not cover physical damage, liquid damage, power surges or lightning damage, unauthorised repair or modification, use of non-genuine consumables or parts, or normal wear of consumable components such as batteries, toner, drums and print heads.

6. Shortages and damage in transit

Please check your delivery against the delivery note when it arrives. Report any shortage, visible damage or discrepancy to us within two (2) working days of delivery, in writing, with photographs where the packaging or item is damaged.

We cannot pursue a transit claim with our carrier after that period, and claims reported later may not be accepted.

7. Cancelling services and projects

7.1 Scheduled work and site visits

Installation, maintenance, support and consultancy visits may be rescheduled or cancelled at no charge if you give us at least two (2) working days’ notice. For work cancelled with less notice, or where our team has already travelled to site, we may charge for mobilisation, travel and the technician time reserved for you.

7.2 Projects and development work

Projects — network installations, security system installations, software development, website development and similar — are delivered and invoiced against agreed stages or milestones.

• You may cancel a project at any time by giving us fourteen (14) days’ written notice.
• On cancellation we invoice, or retain from amounts already paid, the value of work completed and accepted up to the cancellation date, together with equipment, licences and third-party services already purchased for the project.
• Any balance remaining is refunded to you.
• Milestones that you have already signed off and accepted are not refundable.
• Mobilisation payments are applied against the first milestone and are not separately refundable once work has started.

7.3 Consultancy and advisory engagements

Where we are engaged on a retainer or for a fixed-scope advisory piece, either party may terminate on thirty (30) days’ written notice. Fees are payable for work performed up to the termination date; fees paid in advance for work not yet performed are refunded.

8. Hosting, domains and subscriptions

Website hosting, email hosting, domain registration and software subscriptions — including Microsoft 365, antivirus and similar licences — are bought from third parties for a fixed term and paid for upfront.

• You may cancel a recurring service by giving us written notice at least thirty (30) days before the renewal date. The service then runs to the end of the term already paid for and is not renewed.
• We do not give pro-rata refunds for the unexpired part of a term that has already started, because the cost has already been paid to the provider.
• Domain registrations and renewals are never refundable. Registration is immediate and irreversible. At your request we will unlock the domain and provide the authorisation code so that you can transfer it to another provider.
• Software licence keys and subscription seats are not refundable once the licence has been issued or assigned to your tenant, as the provider does not accept their return.
• If we cancel or fail to deliver a recurring service, we refund the unused portion in full.

9. Digital products and downloads

We sell guides, e-books and training material in digital form. These are delivered electronically, usually by a download link or an attachment sent on payment, and there is nothing to return.

• Once a digital product has been downloaded or opened, it is not refundable. Please read the description and any sample pages before you buy.
• If you have paid but have not received or opened the file, tell us within seven (7) days and we will refund you in full.
• If the file will not open, is corrupt, is incomplete, is in the wrong format or is not what the description said it was, tell us within seven (7) days. We will send a working copy, and if we cannot, we will refund you in full.
• If a download link expires or fails before you have been able to use it, contact us and we will issue a new one at no charge.
• Buying a digital product gives you a licence to use it yourself. It does not transfer copyright, and it does not permit resale or redistribution. We do not refund a purchase because you have changed your mind after reading it.
• Where a purchase was made without your authority, contact us immediately and we will refund it.

This section applies in place of sections 3 and 4, which deal with physical goods.

10. What we cannot refund

The following are not refundable, except where the item or service is faulty or we have failed to deliver it:

• Domain name registrations, renewals and transfers
• Digital products once downloaded or opened
• Software licences, subscription seats and licence keys once issued or assigned
• Opened consumables — toner and ink cartridges, print media, cabling cut to length
• Special-order, imported-to-order and custom-configured equipment
• Project milestones that have been delivered and accepted
• Work already performed on a time-and-materials basis
• Third-party fees we have paid on your behalf — customs duty, clearing, courier, certification, regulatory and gateway charges
• Delivery and installation charges, where delivery or installation has been completed

11. How to request a refund or cancellation

Send your request in writing to info@evobyte.co.zm, or by WhatsApp or telephone to one of the numbers below, confirmed afterwards in writing. Please include:

• your name and the name of your organisation;
• our invoice, quotation or purchase order number;
• the date of purchase or payment and how you paid;
• the item or service concerned; and
• the reason for the cancellation or refund, with photographs if the item is damaged or faulty.

We acknowledge every request within two (2) working days and tell you our decision, with reasons, within seven (7) working days of receiving everything we need. Where a manufacturer or supplier has to assess the item first, we tell you that and keep you updated.

12. How and when refunds are paid

• Approved refunds are paid within fourteen (14) working days of approval.
• Refunds are paid by the same method you used to pay us. A card payment is reversed to the same card; a mobile money payment is returned to the same wallet; a bank transfer is returned to the account it came from.
• We do not pay a refund to a third party, or to an account in a name other than the payer’s, except against written instructions from the payer.
• Bank, mobile money and payment gateway charges incurred on the original transaction and on the refund are deducted from the refund where they are not recoverable by us.
• Where a credit note is more convenient for both parties, we will offer one, but you are not obliged to accept a credit note instead of a refund.

If your card payment was declined, duplicated or taken in error, contact us immediately and we will reverse it. Please raise it with us before lodging a chargeback with your bank — a direct reversal is faster for you.

13. Cancellation by Evobyte

Occasionally we have to cancel an order ourselves — where an item has been discontinued, where our supplier cannot deliver, where a price was quoted in obvious error, or where we cannot complete the work safely or lawfully.

Where this happens we tell you promptly, explain why, offer the nearest equivalent alternative, and refund in full every amount you have paid for the part of the order we cannot deliver. We do not charge you for our own cancellation.

14. Complaints and escalation

If you are not satisfied with how we have handled a cancellation, return or refund, ask for it to be escalated to a director of Evobyte at info@evobyte.co.zm. We will respond within seven (7) working days.

If we still cannot resolve it between us, you are free to refer the matter to the Competition and Consumer Protection Commission (CCPC) of Zambia, or to any other body with jurisdiction. We will co-operate with any such process.

15. Governing law and changes to this policy

This policy is governed by the laws of the Republic of Zambia, and the Zambian courts have jurisdiction over any dispute arising from it.

We may update this policy from time to time. The version published on this page at the time you place your order is the version that applies to that order. Material changes will be noted by the revision date below.

Contact

Evobyte Systems Innovations Limited
Plot No. 191B, Chindo Road, Kabulonga, Lusaka, Zambia
Email: info@evobyte.co.zm
Telephone: +260 977 788 918 · +260 977 801 978 · +260 772 513 164
Company registration no. 120241016007 · TPIN 2003487206

Version 1.0 · Effective 6 October 2026 · Last reviewed 6 October 2026