Last Updated: November 13, 2024

Introduction

At Thirty Three Multiple, we are committed to ensuring complete customer satisfaction with our products and services. This policy outlines our procedures for returns, refunds, and service cancellations across our various offerings.

1. Hardware Products

1.1 New Hardware Returns

  • Return Window: 14 days from delivery date
  • Condition Requirements:
    • Original packaging
    • All accessories included
    • No physical damage
    • Original documentation
    • Proof of purchase

1.2 Defective Hardware

  • Warranty Period: Manufacturer’s warranty applies
  • DOA (Dead On Arrival): 48-hour reporting required
  • Replacement Options:
    • Direct replacement
    • Repair service
    • Store credit
    • Refund

1.3 Exclusions

  • Custom-ordered equipment
  • Opened software packages
  • Licensed products
  • Consumable items
  • Special order items

2. Software Solutions

2.1 Custom Software

  • Acceptance Period: 30 days after deployment
  • Bug Fixes: Covered under warranty
  • Major Issues: Evaluated case-by-case
  • Refund Conditions:
    • Fundamental failure to meet specifications
    • Documented major defects
    • Unresolved critical issues

2.2 Software Licenses

  • Unused Licenses: 14-day return window
  • Activated Licenses: Non-refundable
  • Enterprise Solutions: As per service agreement
  • Third-Party Software: Manufacturer’s policy applies

3. Service Contracts

3.1 Managed IT Services

  • Trial Period: First 30 days
  • Cancellation Notice: 30 days required
  • Pro-rata Refunds: For annual prepaid services
  • Service Credits: For service level failures

3.2 Consulting Services

  • Project Milestones: As per agreement
  • Cancellation Terms: 48-hour notice for scheduled services
  • Refund Structure:
    • Unused service hours
    • Undelivered components
    • Pro-rata calculations

4. Installation Services

4.1 Hardware Installation

  • Satisfaction Window: 7 days post-installation
  • Redo Policy: Free for installation issues
  • Refund Conditions:
    • Improper installation
    • Unresolved technical issues
    • Service standard failures

4.2 Network Setup

  • Testing Period: 7 days
  • Performance Guarantees: As per agreement
  • Resolution Options:
    • Reconfiguration
    • System adjustment
    • Partial refund
    • Full refund

5. Refund Process

5.1 Initiation

  • Submit written request
  • Include order details
  • Provide reason for return/refund
  • Attach supporting documentation

5.2 Assessment Timeline

  • Initial Response: 24-48 hours
  • Evaluation Period: 3-5 business days
  • Resolution Time: 5-7 business days

5.3 Refund Methods

  • Original payment method
  • Bank transfer
  • Company credit
  • Check (where applicable)

6. Service Level Agreements (SLA)

6.1 Performance Credits

  • Automatic credits for SLA breaches
  • Calculated per agreement terms
  • Applied to next billing cycle
  • Cash refund options available

6.2 Service Guarantees

  • Uptime commitments
  • Response time promises
  • Resolution timeframes
  • Quality standards

7. Cancellation Fees

7.1 Early Termination

  • Contract breach penalties
  • Implementation costs
  • Resource allocation charges
  • Administrative fees

7.2 Fee Waivers

  • Service quality issues
  • Unresolved technical problems
  • Agreement breaches by provider
  • Force majeure events

8. Special Circumstances

8.1 Project Cancellations

  • Evaluation of completed work
  • Resource allocation costs
  • Third-party expenses
  • Administrative charges

8.2 Emergency Services

  • Premium service charges
  • After-hours support
  • Urgent response fees
  • Special resource allocation

9. Documentation Requirements

9.1 Required Documents

  • Original invoice
  • Service agreement
  • Communication records
  • Issue documentation
  • Technical reports

9.2 Supporting Evidence

  • Error logs
  • Performance reports
  • Communication records
  • Third-party assessments

10. Contact Information

10.1 Refund Requests

Kenya Office:

South Sudan Office:

  • Email: refunds.ss@33multiple.com
  • Phone: +211 912 377 793
  • Address: Crown Office Suites Airport Road, Juba International Airport Juba, South Sudan

10.2 Technical Support

  • 24/7 Support Line
  • Online Ticket System
  • Emergency Contact Numbers

11. Dispute Resolution

11.1 Process

  1. Internal review
  2. Management escalation
  3. Third-party mediation
  4. Legal resolution

11.2 Timeline

  • Initial Response: 24 hours
  • Investigation: 5 business days
  • Resolution Proposal: 7 business days
  • Implementation: As agreed

12. Policy Updates

12.1 Revisions

  • Regular policy reviews
  • Customer notification
  • Grace period for changes
  • Archived versions available

12.2 Applicability

  • Existing contracts
  • New agreements
  • Service modifications
  • Special arrangements

13. Legal Framework

13.1 Jurisdiction

  • Kenya Commercial Law
  • South Sudan Business Regulations
  • International Trade Laws
  • Industry Standards

13.2 Consumer Rights

  • Statutory rights
  • Consumer protection
  • Fair trading practices
  • Quality guarantees

Additional Notes

  1. Currency Handling
    • Local currency refunds
    • Exchange rate policies
    • Banking fees
    • Transfer charges
  2. Business Hours
    • Monday to Friday: 8:00 AM – 5:00 PM
    • Saturday: 9:00 AM – 1:00 PM
    • Closed on Sundays and Public Holidays
  3. Emergency Support
    • 24/7 critical support
    • Premium service charges
    • Response time guarantees
    • Escalation procedures