1. Introduction

1.1 RBM Enterprise Solutions Ltd (“RBM”) is committed to fairness and transparency in handling client payments.
1.2 This Refund Policy outlines the circumstances under which payments may be refunded, the procedures to follow, and the applicable limitations.
1.3 This policy applies to all transactions processed through RBM directly or via Flutterwave, Pesapal, SchoolPay, URA EFRIS, banks, and mobile money.

2. Scope

2.1 Applies to payments for ERP implementations, SaaS subscriptions, consultancy, integrations, trainings, and related services. 
2.2 Does not apply to third-party products directly licensed from global partners (e.g., Odoo, QuickBooks, Academia by Serosoft, eScan, Dell, Lenovo). Refunds for such products are subject to the partner’s policies.

3. Eligible Refund Scenarios

3.1 Overpayment – where a client has mistakenly paid more than the invoiced amount.
3.2 Duplicate Payment – where a client is charged twice for the same transaction.
3.3 Service Non-Delivery – where RBM is unable to deliver the contracted service within the agreed timelines and no alternative resolution is acceptable.
3.4 Service Cancellation by RBM – if RBM cancels a project or subscription before commencement.
3.5 Technical Error – where a payment processor (Flutterwave, Pesapal, SchoolPay, URA EFRIS, bank, or mobile money) causes an erroneous debit.

4. Non-Refundable Items

4.1 Fees for services already delivered or partially delivered.
4.2 Licensing, activation, or subscription fees passed through to global partners.
4.3 Training, consultation, or workshop fees 24 hours before commencement of the session.
4.4 Any refund request submitted more than 30 days after the payment date.

5. Refund Request Procedure

5.1 Clients must submit a written request to policy@rbmafrica.com with:

• Transaction reference number.
• Invoice/receipt copy.
• Reason for refund request.
  5.2 RBM Finance team will review within 10 working days.
  5.3 Clients will be notified in writing of the outcome.

6. Refund Method & Processing Time

6.1 Approved refunds will be processed through the original payment channel.
6.2 Refunds may take 10–30 working days depending on the payment provider.
6.3 Any transaction fees already deducted by banks or payment providers are non-refundable.

7. Dispute Handling

7.1 Clients u1. Introductionnsatisfied with refund decisions may escalate to the RBM Managing Director.
7.2 If still unresolved, disputes may be referred to arbitration under the Arbitration and Conciliation Act of Uganda.

8. Compliance & Legal Alignment

8.1 This policy complies with the Uganda Consumer Protection Guidelines, Electronic Transactions Act, and financial regulations.
8.2 RBM commits to cooperation with regulators including Bank of Uganda, NITA-U, and PDPO where applicable.

9. Policy Implications

9.1 Clients – Assurance of fairness and transparent refund processes.
9.2 Staff – Obligation to follow this policy and maintain clear communication with clients.
9.3 Regulators – Demonstrates RBM’s compliance with financial and consumer protection frameworks.

10. Monitoring & Tools

10.1 Refund requests tracked in RBM’s financial system.
10.2 Monthly finance reviews of refund activity.
10.3 Annual policy review by Finance and Compliance teams.

11. Document Control & Version History

Version	Date	Description of Change	Approved By
1.0	Jan 2025	Initial Terms & Conditions issued	Managing Director, RBM
1.1	June 2025	Revised to align with NITA review	Compliance/DPO Officer
1.2	September 2025	Expanded for SaaS & fintech scope	Managing Director, RBM
1.3	January 2026	Reviewed for compliance update	Compliance/DPO Officer

Next Review Date: January 2027

Responsible Officer: Finance Manager/Data Protection Officer