SDS CONSULTING
Refund Policy
Refund handling for reports, subscriptions, group slots and related services.
Effective date: SEP 2026 | Version: 1.0
1. Scope and legal rights
Purpose. This policy covers refunds for the Organisation Sustainability Diagnostic Tool, Private Sector/Businesses Sustainability Reporting Platform, single reports, annual subscriptions, group assessments, additional respondent slots and custom work.
Provider details. The service is provided by SHARP DEVELOPEMNT SOLUTIONS CONSULTING LTD (“SDS Consulting”, “SDS”, “we”, “us”): 03 Mwanzi Road, Westlands, Nairobi, support@sdsconsulting.org. If acting for an organisation, you confirm you are authorised to bind it.
Mandatory rights. This policy does not remove any right to refund, cancellation or other remedy that cannot lawfully be excluded under Kenyan consumer-protection law or other applicable law. If this policy conflicts with a mandatory right, the law prevails.
2. General principles
Fair review. Requests are assessed using transaction records, product entitlement, delivery/usage status and the reason for the request. SDS will communicate the decision and any approved amount.
Non-use. Subject to mandatory rights, not using a correctly supplied product, failing to finish an assessment, forgetting a code or changing your mind does not automatically entitle you to a refund.
No waiver. Duplicate charges, unauthorised transactions, materially defective services, failure to supply a paid service and misleading descriptions will be investigated and handled under applicable law.
3. Single-report purchases
What is purchased. A single-report purchase covers the report generation or session described at checkout. Check the product, organisation, period, respondent limit, price and deliverables before paying.
Before generation. A refund may be considered where a duplicate or mistaken purchase is verified, paid access cannot be activated, the service cannot be supplied or other circumstances justify a remedy. Where appropriate, SDS may instead correct access or transfer payment with the customer’s agreement.
After generation. Because report generation involves customer-specific processing and digital delivery, a change of mind after a report has been generated or made available may not qualify for a refund, except where required by law or where the service was materially defective, incorrectly supplied or not as described.
Returning customers. A single-report purchase does not include a free future report. A returning client must pay for another report generation/new reporting period unless the order expressly includes repeat generation. Retention of a prior session for up to 12 months does not create a free report entitlement.
4. Annual subscriptions
Term and scope. An annual subscription provides the features, repeated reporting periods and comparison access specified at checkout for the stated term, normally 12 months from activation.
Cancellation. Where renewal is offered, a customer may request cancellation of future renewal through available account controls or support@sdsconsulting.org. Cancellation stops future renewal but does not automatically refund the unused current term.
When considered. SDS may consider a refund where the subscription was charged in error or twice, was not activated despite confirmed payment, was materially unavailable for a sustained period, or was materially different from its description. Depending on circumstances and law, a remedy may be correction, extension, partial refund or full refund.
Access after refund. If a refund is approved, SDS may revoke the corresponding code or entitlement, subject to applicable law and any agreed transition. Download reports you are entitled to retain before access ends.
5. Group assessments and extra slots
Group requirements. Group reports depend on the selected product and required participants submitting their responses. Each respondent must have a valid individual code or credential.
Additional slots. The standard group option supports up to five respondents. More than five requires a request and written confirmation by SDS. The stated additional-slot fee is USD 50, subject to confirmation of number and scope. Slots are not allocated until SDS confirms the request and payment terms.
Unused slots. Unused slots may not be refundable after allocation or activation, except where required by law or SDS cannot supply the agreed slots. If no allocation or work has begun, SDS may consider cancellation and refund after verification.
6. Payment problems
Duplicate charge. Email support@sdsconsulting.org with the order/session code, both transaction references, dates and amounts. Once duplication is confirmed, SDS will arrange a refund of the duplicate amount through the original payment method where practicable.
Deducted but pending. If funds were deducted but the Platform remains pending/unpaid, do not immediately pay again. Send the transaction reference and approximate payment time to support. SDS will reconcile the provider record and activate access if confirmed or refund where activation cannot reasonably be completed.
Failed or reversed payment. A declined, failed, reversed or unreceived payment ordinarily does not require a refund from SDS if SDS retained no funds. Temporary holds and reversal timing may depend on the bank, wallet or provider.
Unauthorised transaction. Report suspected unauthorised payments promptly to SDS and your bank/payment provider. SDS may verify transaction details and coordinate with the provider; outcomes remain subject to law and provider rules.
7. Defects and incorrect supply
Technical failure. If a verified fault prevents access to a paid feature or receipt of the purchased report, SDS will first seek to restore access, correct the issue, regenerate the report or provide a reasonable extension. If unresolved within a reasonable period, SDS will consider a partial or full refund as appropriate and required by law.
Wrong product or amount. If SDS charges for the wrong product, activates the wrong entitlement or materially supplies something different from the order, contact support. SDS may correct the order, transfer payment with consent or refund as appropriate.
Incorrect customer data. A report based on incorrect or incomplete customer inputs is not automatically defective. If a system fault—not user input—materially alters output, SDS will investigate and may correct or regenerate the report without extra charge or provide another appropriate remedy.
Third-party outage. SDS will investigate issues involving payment providers or other third parties. Any applicable legal remedy remains available where SDS is responsible for supplying the service.
8. Custom packages
Written agreement. Custom transformation packages, consultant-led reviews and bespoke deliverables may have a proposal or signed contract defining deposits, milestones, scope, client dependencies, cancellation fees and refund conditions. Those terms govern subject to mandatory law.
Work already performed. Where a refund or cancellation request relates to services that have already been performed, SDS Consulting may account for the value of services delivered and any lawful, non-recoverable costs, subject to the applicable agreement and applicable law. Any deductions or adjustments shall be justified, transparent and communicated to the customer.
Transfers. Payments cannot automatically be transferred to another package or organisation. SDS may approve a transfer in writing where feasible.
9. How to request a refund
Required information. Email support@sdsconsulting.org with subject “Refund Request” and include purchaser/organisation name, session/order reference, transaction reference, amount/currency, payment date, product, reason and requested resolution. Do not send passwords, full card numbers or unnecessary sensitive data.
Timelines. SDS Consulting shall acknowledge refund requests within five business days and endeavour to make a decision within ten business days after receiving all information reasonably required to assess the request. Where additional time is required due to payment provider, bank or other third-party investigations, SDS Consulting shall inform the customer of the delay and provide updates on the status of the request. These timelines are indicative service standards and do not limit or replace any mandatory statutory deadlines.
Verification and payment route. SDS may verify identity, transaction and entitlement. Refunds will normally go to the original payment method where practicable. If unavailable, SDS may request verified alternative details.
Decision and review. SDS Consulting shall communicate the outcome of each refund request, specifying whether it has been approved, partially approved or declined, the approved refund amount where applicable, the reasons for the decision and the expected processing method or timeframe. Customers may request a further review of a declined or partially approved request by escalating the matter to SDS Consulting management.
10. Amounts, timing and escalation
Amount and deductions. For each approved refund, SDS Consulting shall communicate the refund amount and identify any applicable deductions for separately supplied services or components, provided such deductions are lawful and were disclosed to the customer before purchase. No undisclosed fees or deductions shall be imposed unilaterally.
Processing. SDS will initiate an approved refund as soon as reasonably practicable, normally within 10 business days of approval. Banks, wallets or payment providers may take additional time to credit funds.
Currency. Where the customer’s account currency differs from the transaction currency, the amount received may vary due to bank/provider exchange rates or fees. SDS will ordinarily refund the original transaction amount/currency where provider capability allows and law permits.
Escalation. If dissatisfied, reply to the decision notice with the grounds for review. Customers may also use applicable payment-provider, consumer-protection, regulatory or court remedies.
Updates and contact. This policy may be updated for product, provider or legal changes; updates do not remove mandatory rights for prior transactions. Refunds: support@sdsconsulting.org. Support: support@sdsconsulting.org. Address: 03 Mwanzi Road, Westlands, Nairobi.