Terms, Privacy and Refund Policy

General

1. These are the general terms and conditions for the projects and services you undertake with us, including software, web, cloud and digital marketing services. By proceeding with any project or service, you agree to be bound by these terms.
2. These terms are governed by the laws of Sri Lanka.

Payments

3. Custom Systems must pay a 50% of the total amount as an advance after providing the requirements for the system.
4. Payments must be made within 30 days of the invoice date. Late payments may be subject to interest charges.
5. Prices quoted are estimates and may vary based on the actual time and resources required for the project. We will notify you of any significant changes to the original quote.
6. All projects require full payment upon completion of the project.
7. Custom domains and cloud database hosting are subject to separate monthly or yearly subscription fees. These fees are not included in the project cost unless otherwise stated.
8. Digital marketing monthly packages are billed in advance at the start of each billing month.
9. Advertising budgets (ad spend paid to platforms such as Meta, Google, TikTok and YouTube) are separate from our service fees. The client must pay the ad spend in advance or directly to the platform.
10. Third-party tools and assets required for a marketing service (for example stock images, fonts, scheduling or email marketing tools) are charged separately unless stated in the package.

System Plans & Upgrades

11. Customizations beyond the scope of the agreed-upon system plan will be subject to additional charges.
12. We reserve the right to modify, update, or discontinue any system plan or marketing package at any time. However, we will provide reasonable notice to affected clients.

Digital Marketing Services

13. Scope. Digital marketing services may include social media management, paid advertising, search engine optimization (SEO), content creation, email marketing, branding and design, and analytics reporting. The exact services, deliverables and timelines are those listed in the selected package or project agreement. Work outside that scope is subject to additional charges.
14. No guaranteed results. Results depend on factors outside our control, such as platform algorithms, market conditions, competition, ad budget and the client's product or service. We do not guarantee any specific ranking, reach, followers, leads, sales or return on investment.
15. Client responsibilities. The client must provide accurate information, brand assets (logos, images, product details) and timely feedback and approvals. Delays from the client may delay timelines and results.
16. Content approval. Content and advertisements are published only after client approval. Once approved, the client is responsible for the accuracy of all claims, offers and prices stated in them.
17. Third-party platform rules. All campaigns must follow the policies of the platforms used (for example Meta, Google and TikTok). These platforms may reject ads, limit reach, suspend accounts or change their policies at any time. We are not responsible for such actions or their effects.
18. Accounts and access. Ad accounts, social media pages, websites and domains should be owned by the client. We are given access only to deliver the service and only for the service period. The client must keep their own login details and ownership records. When the service ends, access is handed back or removed.
19. Ad spend control. We will not spend more than the budget approved by the client. Any increase in budget needs the client's approval.
20. Prohibited and restricted content. We will not create or run advertising that is illegal, misleading or offensive, or that promotes products restricted under Sri Lankan law (for example tobacco and alcohol). We may refuse, pause or remove any campaign that breaks the law or platform policies.
21. Client materials. The client confirms that they have the right to use all materials they give us (logos, images, music, text, customer lists) and that all claims in their advertising are truthful and can be proven.
22. Reporting. Performance reports are provided as stated in the package, usually monthly.
23. Minimum term and cancellation. Monthly marketing packages run for the minimum term stated in the package. After that, either party may cancel with 30 days' written notice. Fees for the current billing month are non-refundable.
24. Portfolio. We may show non-confidential work in our portfolio and case studies unless the client asks us in writing not to.

Data & Security

25. Clients are responsible for backing up their own data. While we take reasonable precautions to protect your data, we cannot guarantee absolute security.
26. If monthly subscription payments are not made, your cloud database and associated services will be suspended. Continued non-payment may result in permanent data loss.
27. Both parties will follow the Personal Data Protection Act No. 9 of 2022 and other Sri Lankan data protection laws. The client is responsible for having lawful consent for any customer data (such as email lists, lead lists and tracking data) they give us or collect through campaigns we run for them. See our Privacy Policy for how we handle data.

Intellectual Property

28. The intellectual property of all pre-built systems and templates remains with our company. Clients are granted a license to use these systems as specified in their project agreement.
29. For custom-built systems, the intellectual property will be transferred to the client upon full payment.
30. For digital marketing, the final content and designs created for the client (such as posts, ad creatives and graphics) belong to the client upon full payment. Our templates, tools, processes and working files remain with our company.
31. Third-party assets (stock images, fonts, music, plug-ins) remain under the license of their owners and may only be used as that license allows.

Support & Maintenance

32. Support and maintenance services are provided as outlined in the specific project agreement or service level agreement (SLA).
33. Emergency or out-of-hours support may be subject to additional charges.

Liability

34. Our liability for any project is limited to the total amount paid by the client for that project. For monthly services, it is limited to the fees paid for the month in which the issue occurred.
35. We are not responsible for any indirect, incidental, or consequential damages arising from the use or inability to use our systems or services. This includes loss of sales, profit or reputation from marketing campaigns.

Termination

36. Any party may terminate a project with written notice. In such cases, the client will be responsible for any work completed up to the date of termination.
37. If a client chooses to stop paying for subscription services, their plans will be cancelled, and data may be permanently lost.
38. We may suspend or end any service immediately if the client breaks these terms or uses our services for illegal or harmful purposes.

This policy explains how KAI Labs collects, uses and protects personal information. It applies to website visitors, clients, and the people whose data we handle while delivering software and digital marketing services. We follow the Personal Data Protection Act No. 9 of 2022 of Sri Lanka.

Information we collect

• Contact details: name, email, phone number, business name and address.
• Project and billing information: requirements, invoices and payment records.
• Website data: IP address, device and browser details, and cookies or analytics data.
• Marketing data from client accounts: ad performance, audience insights and lead data.

How we use it

• To deliver, support and maintain our software and digital marketing services.
• To communicate with clients, send invoices and provide support.
• To improve our services and website.
• To send updates or offers, only where permitted, with an option to opt out at any time.
• To meet legal, tax and accounting requirements.

Digital marketing data

• When we run campaigns for a client, we may handle the client's customer data (such as leads, email lists and audience or pixel data). We act on the client's behalf and use this data only on the client's instructions.
• The client is responsible for having lawful consent for the data they give us or collect through their campaigns.
• We do not use one client's customer data for another client or for our own marketing.

Sharing of information

• We do not sell personal information.
• We share information only when needed to deliver our services, with trusted providers such as cloud hosting, payment, email and analytics tools, and advertising platforms (for example Meta and Google), under their own terms.
• We may disclose information when required by law or a government authority.

Cookies and tracking

• Our website uses cookies and analytics to understand how visitors use it. Visitors can control cookies in their browser settings.
• Tracking pixels and tags on a client's website or ads are installed only with the client's authorization.

Data security and retention

• Data is stored securely with access controls, and only authorized team members can access it.
• No system is completely secure. If a data breach affects a client, we will inform them as soon as reasonably possible.
• We keep data only as long as needed to provide the service and meet legal obligations. If a subscription is not paid, cloud data may be permanently lost, as stated in our Terms and Conditions.

Your rights

• You may ask to access, correct or delete your personal information, withdraw your consent, or object to marketing messages by contacting us.

Children

• Our services are not directed at children under 18, and we do not knowingly collect their information.

Changes and contact

• We may update this policy from time to time. The latest version will show the date of the last update.
• Contact: contact@kailabs.lk / +94 71 201 6859, +94 71 785 8686, +94 77 826 1901

Last updated: November 2, 2026

• Once a project has started, no refunds will be given.
• All payments are non-refundable.
• Deposits are non-refundable.