Last updated: 8 October 2026
This Refund and Cancellation Policy explains how cancellation and refund requests are handled by One Crystal Company Limited.
Because One Crystal provides professional, regulatory, creative, consultancy and technology services, eligibility for a refund depends upon the nature and stage of the service.
This Policy should be read together with our Terms and Conditions and any specific quotation, invoice, proposal or service agreement.
It is intended to operate consistently with applicable consumer and electronic-commerce protections under Tanzanian law. The Electronic Transactions Act includes obligations relevant to online suppliers and electronic transactions, while the Fair Competition Act contains consumer-protection provisions relating to goods and services.
1. General Principle
One Crystal charges for professional work performed and expenses legitimately incurred.
A client's entitlement to a refund will therefore depend upon factors including:
- whether work has commenced;
- the amount of work completed;
- whether an application has been submitted;
- whether government fees have been paid;
- whether third-party services have been purchased;
- whether customised work has been produced;
- whether deliverables have been approved;
- whether a project milestone has been completed; and
- whether One Crystal has already incurred non-recoverable costs.
2. Cancellation Before Work Begins
A client may request cancellation before substantive work begins.
Where:
- no professional work has been performed;
- no application has been submitted;
- no government fee has been paid;
- no third-party purchase has been made; and
- no non-recoverable cost has been incurred,
One Crystal may approve a refund of amounts paid, subject to any legitimate transaction costs or other charges already incurred.
3. Cancellation After Work Has Begun
Where a client cancels after One Crystal has started performing the service, One Crystal may deduct the reasonable value of:
- work already completed;
- professional time already spent;
- consultation already provided;
- documents already prepared;
- government charges already paid;
- third-party expenses;
- production expenses;
- transaction charges; and
- other non-recoverable costs.
Any remaining refundable balance may then be returned to the client.
4. Professional Fees
Professional fees become earned progressively as the corresponding work is performed.
For example, where One Crystal has already:
- conducted a search;
- reviewed documents;
- prepared an application;
- drafted corporate documents;
- performed compliance work;
- developed a design;
- written software;
- completed a project milestone; or
- provided consultancy,
the corresponding professional fee may not be refundable merely because the client later chooses not to continue.
5. Government and Regulatory Fees
Government and statutory fees are generally outside One Crystal's control.
Where a government or regulatory fee has already been paid, it will ordinarily not be refundable by One Crystal.
If the relevant authority itself permits a refund, the matter will be subject to that authority's applicable procedures and decision.
6. Applications Already Submitted
Where One Crystal has submitted an application or filing based on the client's instructions, the preparation and submission component of the service is treated as performed.
A client is not automatically entitled to a refund merely because:
- the application is rejected;
- an objection is raised;
- processing takes longer than expected;
- additional documents are requested;
- an opposition is filed;
- an authority changes its requirements; or
- the outcome is otherwise unfavourable.
This applies provided One Crystal performed the agreed work with the required standard of professional care.
7. Intellectual Property Services
For intellectual property services, fees relating to completed work such as:
- searches;
- classification;
- assessment;
- drafting;
- application preparation;
- filing;
- responses; or
- professional consultation
may be non-refundable once that work has been performed.
One Crystal does not guarantee registration or grant of any intellectual property right.
8. Company and Business Compliance Services
Where One Crystal has already prepared, submitted or facilitated:
- incorporation;
- business-name registration;
- annual returns;
- beneficial ownership filings;
- corporate amendments;
- business licence applications; or
- related regulatory services,
fees relating to completed work and payments already made are ordinarily not refundable.
9. Creative and Branding Services
Creative services are often customised to an individual client.
Where creative work has commenced, One Crystal may retain fees corresponding to:
- research;
- concepts;
- drafts;
- layouts;
- revisions;
- artwork;
- production preparation; and
- other work already performed.
A change in personal preference after approval does not automatically create a right to a refund.
10. Technology and Software Projects
Technology projects may be divided into phases or milestones.
Fees for completed and approved milestones are generally non-refundable.
If a client cancels an ongoing technology project, the client remains responsible for:
- completed milestones;
- work in progress;
- agreed professional time already spent;
- domains purchased;
- hosting purchased;
- licences;
- subscriptions;
- third-party integrations; and
- other project costs already incurred.
Any specific project agreement may contain additional cancellation provisions.
11. Domains, Hosting and Third-Party Services
Third-party purchases such as:
- domains;
- hosting;
- software licences;
- subscriptions;
- plugins;
- stock resources;
- cloud services; or
- other external services
may be non-refundable once purchased or activated.
Refund eligibility for such services depends on the relevant provider's terms.
12. Printing and Physical Production
Where printing or physical production has commenced after client approval, cancellation may no longer be possible.
Where an error appears in material exactly as approved by the client, reprinting may be treated as a new order.
Where One Crystal introduces an error after final client approval, the matter will be reviewed and an appropriate remedy provided where One Crystal is responsible.
13. Client Delay or Failure to Cooperate
Failure by a client to provide required documents, approvals, responses or information does not automatically entitle the client to a refund.
Where work cannot proceed due to prolonged client inactivity, One Crystal may suspend or close the engagement after reasonable notice.
Fees for work already performed remain payable.
14. Cancellation by One Crystal
One Crystal may cancel or suspend an engagement where:
- instructions are unlawful;
- fraudulent information is supplied;
- payment remains outstanding;
- necessary cooperation is not provided;
- continued performance may breach applicable law; or
- the client materially breaches the engagement.
Where One Crystal terminates a service for reasons attributable to the client, fees for work already performed and costs incurred remain payable.
Where One Crystal is unable to provide a service for reasons not caused by the client and the relevant service has not been performed, One Crystal will determine any appropriate refund for the unperformed portion.
15. Duplicate or Excess Payments
Where a verified duplicate payment or clear overpayment occurs, the excess amount may be:
- refunded; or
- credited toward another service with the client's agreement.
16. Failed or Unavailable Service
If One Crystal accepts payment for a service that subsequently cannot be supplied, we will notify the client and take appropriate steps consistent with the applicable transaction, agreement and law.
Where no part of the service can lawfully or practically be supplied and no recoverable third-party cost has been incurred, an appropriate refund will be made.
17. Refund Method
Approved refunds will ordinarily be made through:
- the original payment method; or
- another verified payment method agreed with the client.
One Crystal may require information reasonably necessary to verify:
- the client;
- the original transaction; and
- the account receiving the refund.
18. Refund Processing
Approved refunds will be processed within a reasonable period.
The actual time taken for funds to reach the client may depend on banks, mobile-money operators, card processors or other financial-service providers.
19. How to Request a Refund or Cancellation
A cancellation or refund request should include:
- the client's name;
- company name where applicable;
- quotation or invoice reference;
- service requested;
- payment reference;
- reason for cancellation or refund; and
- supporting information where necessary.
Requests should be sent to:
Email: administration@onecrystal.co.tz
20. Review of Requests
Refund requests will be reviewed according to:
- the applicable agreement;
- the stage of the service;
- work completed;
- costs already incurred;
- third-party charges;
- government fees; and
- applicable legal obligations.
Approval of one refund does not create an automatic entitlement to refunds in other engagements.
21. Statutory Rights
Nothing in this Policy is intended to remove, restrict or override any cancellation right, refund entitlement, consumer protection or other remedy that cannot lawfully be excluded under applicable Tanzanian law.
Where this Policy provides less protection than a mandatory legal requirement, the applicable legal requirement will prevail.
22. Changes to This Policy
One Crystal may update this Policy to reflect changes in services, business operations or applicable legal requirements.
The version published on the website will be the current policy.
23. Contact
One Crystal Company Limited
Jamhuri Street, Ilala
Dar es Salaam, Tanzania
Website: www.onecrystal.co.tz
Telephone: +255 686 700 805
Email: administration@onecrystal.co.tz