Terms & Conditions

Vertex Tech Solutions is a technology services company based in Blantyre, Malawi. We deliver professional IT solutions to schools, businesses, and individuals — combining technical expertise with hands-on, client-focused support.

These Terms constitute the entire agreement between Vertex Tech Solutions and the client in respect of the services being provided, unless a separate written agreement has been signed by both parties. In the event of any conflict, a signed written agreement takes precedence over these Terms.

If you do not agree with any part of these Terms, please do not engage our services. For any clarifications before proceeding, you are welcome to contact us directly.

Vertex Tech Solutions provides the following core services. The specific scope of work for each engagement will be agreed upon between both parties before work commences. Any change to the agreed scope may affect timelines, deliverables, and pricing.

• Setup & Installation — hardware setup, operating system installation, software configuration, and data migration for Windows and macOS systems.
• Network Setup & Security — design, deployment, and securing of network infrastructure, including routers, firewalls, and wireless systems, for home and enterprise environments.
• IT Support & Maintenance — responsive helpdesk and on-site support covering hardware faults, software issues, system updates, and proactive maintenance plans.
• Cybersecurity Awareness — training workshops, security audits, and best-practice guidance to help individuals and organisations identify and respond to digital threats.
• Website Development & Hosting — custom, mobile-friendly website design, development, domain registration, and reliable hosting, with ongoing support and updates included.
• Digital Media & Content — graphic design, video production, social media content creation, and branding services tailored to your audience and goals.

All prices are quoted in Malawian Kwacha (MWK) unless otherwise stated in writing. Quotations are valid for 14 calendar days from the date of issue, after which prices may be revised due to changes in costs, third-party fees, or scope adjustments.

A deposit is required before any work commences. The deposit amount is determined by the scale of the project:

The remaining balance is due upon completion and delivery of the agreed service, before the handover of any files, credentials, login details, or equipment. Deliverables will not be released until full payment has been received and confirmed.

• Accepted payment methods will be confirmed at the time of quotation.
• Invoices unpaid beyond 7 calendar days of the due date may incur a late payment fee, communicated in advance.
• All prices are exclusive of applicable taxes, duties, or third-party fees unless explicitly stated.
• Third-party costs — such as domain registration, premium software licences, or stock assets — are itemised separately and are the client's responsibility.

Delivery timelines are provided at the time of quotation and represent good-faith estimates based on the agreed scope. They are subject to adjustment if the scope changes or if circumstances arise beyond our reasonable control.

All timelines are measured in working days (Monday to Saturday), excluding Malawian public holidays, and begin from the date the deposit is received and all required information or site access has been provided by the client.

• Vertex Tech Solutions will communicate proactively if any delay on our part is anticipated, together with a revised timeline.
• Delays caused by the client — including late provision of content, credentials, or physical access — will extend the delivery timeline accordingly, with no fault attributable to Vertex Tech Solutions.
• Multi-stage projects require sign-off on each completed stage before the next stage commences.

Vertex Tech Solutions is committed to delivering every service with professionalism, diligence, and care — applying current industry best practices and the full depth of our team's expertise to each engagement. We take pride in our work and hold ourselves to a high standard on every job, regardless of its size.

Our services are provided on a best effort basis — the established standard across the professional IT industry. This means that while we will always strive to achieve the best possible outcome, we cannot guarantee specific results where those results depend on factors outside our reasonable control, including:

• The pre-existing condition, age, or fault of the client's hardware, devices, or infrastructure.
• Third-party software, online platforms, or external services that behave unexpectedly or impose their own limitations.
• Compatibility issues arising from undisclosed, unknown, or non-standard system configurations.
• Environmental factors such as power instability, internet service outages, or adverse physical site conditions.
• Changes made to systems or deliverables by the client or any third party after completion and handover.

A successful engagement requires cooperation from both parties. To allow Vertex Tech Solutions to deliver services effectively and on time, the client agrees to:

• Provide accurate, complete, and timely information relevant to the service, including any known pre-existing issues with equipment or systems.
• Grant safe and reasonable access to the premises, devices, systems, or accounts required for the job at the agreed time.
• Ensure that any third-party approvals, software licences, or legal permissions required are in place before work begins.
• Back up all existing data before IT support, installation, or maintenance work is performed. Vertex Tech Solutions is not liable for data loss on pre-existing systems.
• Review and provide feedback on submitted deliverables within 7 working days. Non-response within this period will be treated as acceptance of the deliverable as submitted.
• Refrain from making unauthorised changes to systems, configurations, or deliverables during an active project without prior discussion.

Vertex Tech Solutions reserves the right to pause or suspend work without penalty if client responsibilities are not reasonably met. Any additional time or resources required as a direct result may be invoiced separately.

All original work created by Vertex Tech Solutions — including website designs, source code, graphic designs, video productions, written content, and branding materials — remains the intellectual property of Vertex Tech Solutions until full payment has been received in cleared funds.

Upon receipt of full payment, ownership of all custom deliverables produced specifically for the client transfers to the client, who may then use, modify, and distribute them freely for their own purposes.

• Vertex Tech Solutions retains the right to reference or showcase completed work in our portfolio, website, and marketing materials, unless the client submits a written request otherwise before project completion.
• Third-party tools, open-source libraries, stock images, or licensed assets used in a deliverable remain subject to their own licences. We will disclose any such usage upon request.
• Partially completed work that is unpaid remains the intellectual property of Vertex Tech Solutions and will not be transferred until full payment is received.

We understand that circumstances can change. Our cancellation policy is designed to be clear and fair for all parties, with terms that depend on when the cancellation occurs and how far the work has progressed.

• More than 48 hours before a scheduled appointment, no work commenced — the deposit is fully refundable.
• More than 48 hours before a scheduled appointment, work already begun — a fair deduction will be calculated for time, labour, and resources expended. Any remaining balance of the deposit will be refunded.
• Within 48 hours of a scheduled appointment — the deposit is non-refundable. This window does not allow sufficient time to reallocate our team or resources.
• After work has been completed and delivered — no refund is applicable. The full outstanding balance remains due.
• Scope reduction mid-project — costs already incurred for the original scope remain billable and will not be refunded.

To the fullest extent permitted under the laws of the Republic of Malawi, the total aggregate liability of Vertex Tech Solutions to any client — whether arising in contract, negligence, or otherwise — shall not exceed the total amount paid by that client for the specific service giving rise to the claim.

Under no circumstances shall Vertex Tech Solutions be liable for any of the following, whether direct, indirect, or consequential:

• Loss of data, business revenue, profits, contracts, anticipated savings, or goodwill.
• Damage arising from the client's use, modification, or misuse of any system, software, or deliverable after handover.
• Failures caused by hardware, software, or infrastructure not supplied or managed by Vertex Tech Solutions.
• Consequential, incidental, special, or punitive damages of any nature.

Clients are advised to maintain regular data backups and hold adequate insurance for their IT infrastructure. Vertex Tech Solutions will not be held liable for pre-existing faults or vulnerabilities discovered during service delivery.

In the course of delivering IT services, our team may have access to sensitive client information — including passwords, network credentials, business data, financial records, and personal details. We take this responsibility extremely seriously.

• All client information encountered during service delivery is strictly confidential and will not be disclosed to any third party without explicit written consent.
• Credentials and sensitive data will be used solely for the purposes of the service and will not be retained beyond operational necessity.
• All members of the Vertex Tech Solutions team are required to uphold confidentiality as a condition of their engagement with us.
• Clients are strongly advised to change passwords and credentials after any IT service engagement as a standard security precaution.

These Terms & Conditions are governed by and construed in accordance with the laws of the Republic of Malawi. Any dispute arising out of or relating to these Terms shall first be addressed through good-faith negotiation between the parties.

Should a dispute remain unresolved after a reasonable period of negotiation, it shall be referred to the appropriate courts or dispute resolution bodies within Malawi. Both parties irrevocably submit to the exclusive jurisdiction of the Malawian courts for the resolution of any such matter.

If you have any questions about these Terms, wish to discuss a specific service engagement, or need to raise a concern, please reach out to us directly. We are always happy to clarify anything before work begins.