DigiKat Policy Summary

 1. Purpose

This summary document provides an overview of DigiKat’s core policies related to client projects, including the Refund and Reimbursement Policy, Client Review Policy, Client Responsibility Policy, Dispute Resolution Policy and DigiKat Client Project Agreement (Quote). It is designed to give a cohesive understanding of how these policies interrelate to ensure professional project delivery, clear expectations, and effective issue resolution.

 2. Overview of Core Policies

2.1 Refund and Reimbursement Policy

The Refund and Reimbursement Policy ensures fairness in handling client requests for refunds or reimbursements while safeguarding DigiKat’s resources and efforts.

Key Points:

• Delays are addressed with revised timelines or alternative value-added services;
• Refund or reimbursement discussions require full compliance with all DigiKat policies;
• If any labour or services have been delivered, discussions are contingent upon the client adhering to agreed terms and incurred project considerations.;
• Unauthorised actions, such as chargebacks, result in forfeiture of refund eligibility.

Why It Matters: This policy ensures that both parties are aligned on deliverables and responsibilities, emphasising collaboration over conflict.

2.2 Client Review Policy

The Client Review Policy ensures efficient feedback, scope adherence, and alignment with project timelines.

Key Points:

• Six (6) Reviews Included: Each project includes six (6) individual reviews. Multiple changes in one request are not allowed.
• Stage-Specific Reviews: Reviews during Development Milestone and Pre-Launch Content stages are limited to scope-related changes (e.g., modules, elements, content).
• Submission Process: Feedback must be submitted via the Client Review Form or email, if approved by DigiKat.
• Additional Reviews: Extra reviews will incur additional costs, approved via a Change Request Form.
• Timeliness: Clients must provide timely feedback to avoid delays.

Why It Matters: This policy ensures clarity, protects scope, and promotes efficient project workflows.

2.2 Client Responsibility Policy

The Client Responsibility Policy outlines the obligations of clients to support successful project execution.

Key Points:

• Clients must provide accurate information, timely feedback, dedicated Project Champion/Representative and required resources;
• Delays caused by client non-compliance will impact project timelines and may incur additional costs;
• Adherence to agreed timelines and communication protocols is critical;
• Non-compliance with responsibilities forfeits the right to refunds or reimbursement claims.

Why It Matters: This policy highlights the importance of a cooperative relationship, ensuring that projects stay on track through mutual accountability.

2.3 Dispute Resolution Policy

The Dispute Resolution Policy provides a structured approach to resolving disagreements professionally and fairly.

Key Points:

• Clients must engage in direct communication to address concerns at the earliest reasonable time;
• Disputes are escalated through formal channels, starting with internal reviews and management oversight;
• Third-party mediation is available if necessary, with shared costs;
• Unauthorised actions (e.g., chargebacks, issue of any legal notice, public defamation) result in forfeiture of right to claims;
• Compliance with the Client Responsibility Policy as well as Refund and Reimbursement Policy is mandatory.

Why It Matters: This policy ensures a transparent, step-by-step process for resolving issues while protecting both DigiKat and its clients from unnecessary escalation.

3. How These Policies Work Together

• Foundation of Expectations:

• The Client Responsibility Policy sets the groundwork for clear communication, timely feedback, and resource availability.

• Mitigating Risks:

• The Refund and Reimbursement Policy ensures clients understand that delays, project changes or non-compliance will not result in refunds but alternative remedies.

• Resolving Conflicts:

• The Dispute Resolution Policy provides a pathway for addressing concerns and disputes constructively, ensuring that issues are resolved professionally.

• Accountability:

• All policies emphasise mutual accountability and professionalism, ensuring fairness while protecting DigiKat’s resources and outcome dedication.
  
  

4. Summary of Key Forfeiture Clauses

To maintain fairness and professionalism, clients must comply with all policies to retain eligibility for refunds or dispute resolution. Forfeiture applies if:

• Clients fail to provide timely feedback, resources, or approvals;
• Unauthorised actions are taken, such as chargebacks, issuing of any legal notice or refusal to engage in dispute resolution steps;
• Non-compliance with the Client Responsibility Policy or Refund and Reimbursement Policy occurs;
• Clients fail to make payments in line with the agreed-upon terms and conditions. Non-payment on prior to the agreed upon deadlines will result in immediate forfeiture of eligibility for refunds or dispute resolution.
  
  

5. Final Provisions

By engaging DigiKat’s services, clients agree to:

• Adhere to all outlined policies;
• Act in good faith to support successful project outcomes;
• Resolve disputes constructively through the fair, reasonable and established processes.

These policies are designed to promote transparency, collaboration, and efficiency in all DigiKat projects. For any questions or further clarifications, please contact DigiKat’s support team directly.