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KCL Refund, Cancellation & SLA Policy
Effective Date: January 24, 2025
Website:https://kuwaitcorp.com
Email: [email protected]
Phone: +965 9667 4667
Corporate CRM:https://kcl.odocs.net
1. Introduction & Legal Nature of This Policy
Kuwait Corporation Limited (KCL) is a multi-sector company engaged in industrial supply, retail technology solutions (including Electronic Shelf Labels and smart retail systems), IT infrastructure, software solutions, and related technical services. This Policy constitutes a legally binding commercial agreement between KCL and its clients, customers, and partners. It defines the terms governing refunds, returns, cancellations, service delivery standards, and liability limitations. By purchasing any product or service from KCL, the customer explicitly acknowledges, understands, and agrees to this Policy in full. This Policy shall be interpreted in accordance with the laws of the State of Kuwait and generally accepted GCC commercial practices. In the event of conflict with any signed contract, the signed contract shall prevail.
2. Scope of Application
This Policy applies to all transactions and engagements with KCL, including physical products such as industrial equipment, ESL systems, electronics and devices, retail technology solutions and smart shelf systems, software systems including ERP, CRM and management platforms, cloud hosting, infrastructure and digital services, installation, integration, configuration and technical services, maintenance, support and managed services, and third-party sourced or integrated solutions.
3. Payment, Billing & Order Confirmation
All orders are confirmed only after full or agreed partial payment is received and cleared. Customers agree that prices are based on quotations or invoices issued by KCL, orders will not be processed without payment confirmation, resources or stock may be reserved upon confirmation, and failure to complete payment may result in cancellation without liability. All prices are exclusive of applicable taxes, customs duties, or government fees unless explicitly stated otherwise. Customers are solely responsible for all applicable taxes within their jurisdiction.
4. Product Orders, Delivery & Acceptance
Once an order is confirmed, KCL begins processing including procurement, supplier coordination, quality checks, packaging and logistics preparation. Delivery timelines are estimates only and may vary due to supplier availability, logistics delays, customs clearance, or external regulatory procedures. KCL is not responsible for delays caused by third-party logistics or suppliers. A product is deemed accepted unless the customer reports a defect or issue within 48 hours of delivery. After this period, the product is considered fully delivered and accepted.
5. Return Policy (Physical Products)
Returns are accepted only if requested within 48 hours of delivery, the product is unused, undamaged and in original packaging, all accessories and components are included, and proof of purchase is provided. All returned items are subject to inspection before approval. Non-returnable items include installed or used products, custom-built or special-order items, opened electronic devices, software, licenses or digital products once activated, and items damaged due to misuse or improper handling.
6. Refund Policy
Refunds may only be granted in verified cases of defective or damaged product reported within 48 hours, wrong item delivered due to KCL error, or service not delivered due to verified internal failure of KCL. Refunds will NOT be issued for change of mind after purchase, supplier or logistics delays, force majeure events, installed or used systems, activated software or licenses, custom or project-based work, or client-side errors including misuse, incorrect installation or configuration. Refund claims are subject to technical verification and internal approval.
7. Data Loss & System Liability Disclaimer
KCL shall not be held liable for any data loss, system failure, database corruption, software malfunction, human error by client personnel, improper configuration or misuse, unauthorized access due to weak security practices, or failure of client-side backups. The client acknowledges that regular backups are their sole responsibility, KCL does not guarantee permanent data retention unless explicitly contracted, recovery efforts are best-effort only, and KCL is not responsible for financial, operational, or reputational losses arising from data loss.
8. Refund Processing Timeline
Approved refunds are processed within 7 to 14 business days and are issued via the original payment method. Administrative, banking, or transaction fees may be deducted where applicable.
9. Cancellation Policy
Orders may only be canceled before shipment. Once dispatched, cancellation is not permitted. Services may only be canceled before execution begins; once work has started, cancellation charges apply. Project-based work cancellations will be charged for completed work, and third-party costs are non-refundable. Partial refunds may be considered at KCL discretion.
10. Installation & Service Delivery Conditions
Installation and technical services require full site readiness including power availability, network/internet readiness, physical access permissions, and authorized personnel availability. KCL is not responsible for delays caused by incomplete or unprepared client environments.
11. Service-Level Agreement (SLA)
Support is available Sunday–Thursday from 9:00 AM to 5:00 PM, with 24/7 emergency support for critical systems. Response times are 4–6 hours for critical issues, 1 business day for high priority, and 2–3 business days for standard requests. Target uptime for managed systems is 99.9% where applicable. SLA exclusions include third-party failures, internet or telecom disruptions, client misconfiguration or misuse, and force majeure events.
12. Third-Party Products & Services Disclaimer
Some services depend on third-party vendors or platforms. Vendor policies govern refunds and warranties. KCL acts as facilitator or integrator only and cannot guarantee third-party performance, availability, or refunds.
13. Customer Responsibilities
Customers are responsible for providing accurate information, inspecting goods upon delivery, reporting issues within defined timelines, proper usage of products and systems, and compliance with applicable laws and regulations. Failure to comply may void refund eligibility and support coverage.
14. Limitation of Liability
To the maximum extent permitted by law, KCL shall not be liable for indirect, incidental, or consequential damages, loss of revenue, profit, or business opportunity, or delays beyond reasonable control. Liability is strictly limited to the value of the specific transaction.
15. Dispute Resolution
Disputes are handled through internal support review, management escalation, and final review by KCL compliance team within 7 business days.
16. Chargebacks & Fraud Protection
Unauthorized chargebacks are considered breach of contract. KCL may suspend services immediately, submit evidence to payment processors, pursue legal recovery, and blacklist offending entities.
17. Policy Updates
KCL reserves the right to update or modify this Policy at any time without prior notice. Continued use of services constitutes acceptance of updated terms.
18. Contact Information
Kuwait Corporation Limited (KCL), Hawally, Kuwait. Email: [email protected]. Phone: +965 9667 4667. Corporate CRM: https://kcl.odocs.net
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