Customer Policy
Neurobyte Technologies Ltd's commitments to its customers: service standards, acceptable use, confidentiality and how we handle feedback and complaints.
This policy sets out how we work with our customers and what you can expect from Neurobyte Technologies Ltd, as well as the responsibilities that come with using our products and services.
Our service commitment
We aim to respond to enquiries within one business day and to communicate clearly and honestly throughout every engagement.
We deliver professionally, set realistic expectations, and flag risks early rather than late.
If a date is going to slip or an estimate is going to be exceeded, you hear it from us as soon as we know, together with the options.
Engagements and deliverables
The scope, timeline, deliverables and pricing of any paid engagement are agreed in a written proposal, quotation or contract. That signed agreement governs the work; informal discussions and tools on this website do not create a binding engagement.
Changes to an agreed scope are handled as a written change to the agreement, so that both the work and its cost stay traceable.
Support and escalation
Support channels, hours and response targets for a service we operate are set out in the service level summary attached to your agreement. Our published Service Level Summary is available from the Legal Documents page.
If an issue is not moving, you can escalate it by replying on the same thread and asking for escalation, or by emailing info@neurobyte.co.ke. Escalations reach a director.
Acceptable use
Our free tools, training and platforms are provided for lawful, good-faith use. You may not use them to attack, scan or test systems you do not own or have explicit permission to test, to break the law, or to disrupt the service for others.
We may suspend access where use is abusive, unlawful or threatens the security or stability of our systems or other users.
Confidentiality and data
We treat client information and data as confidential and only use it for the purposes for which it was provided. Where we process personal data, we do so in line with our Privacy Policy, our Data Processing Agreement and applicable law.
Neurobyte Technologies Ltd is registered with the Office of the Data Protection Commissioner as both a data controller and a data processor, registration number 805-7801-3679.
Feedback and complaints
We welcome feedback. If something falls short, contact us at info@neurobyte.co.ke and we will acknowledge your concern and work with you to put it right.
We acknowledge complaints within one business day, tell you who owns the resolution, and come back to you with an outcome and, where relevant, what we have changed so it does not recur.