Refund Policy
Last updated: December 25, 2024
Legal Basis
This Policy is developed in accordance with:
- •Law of the RK «On Protection of Consumer Rights» dated May 4, 2010 No. 274-IV
- •Civil Code of the RK (Special Part) — Article 683
- •Civil Code of the RK (General Part) — Articles 349-351
- •Tax Code of the RK — requirements for documentary registration of refunds
Important: Before placing an order
In accordance with Article 14 of the Law of the RK «On Protection of Consumer Rights», the consumer has the right to receive complete and accurate information about the service before purchasing it. Please carefully review the service description, terms and conditions before payment.
Document Contents
General Provisions
1.1. This Refund Policy (hereinafter — «Policy») defines terms and procedure for refund of funds for services provided by TOO «Bektek» (BIN: 251140031036), hereinafter — «Contractor».
1.2. The Policy applies to all services presented on bektek.kz website and is an integral part of the Public Offer.
1.3. By placing an order, the Customer confirms that they have familiarized themselves with this Policy and accept its terms.
1.4. Relations between the Contractor and Customer are regulated by:
- Civil Code of the Republic of Kazakhstan
- Law of the RK «On Protection of Consumer Rights» dated May 4, 2010 No. 274-IV
- Public Offer posted on bektek.kz website
- This Refund Policy
1.5. Provisions of the Law of the RK «On Protection of Consumer Rights» apply to Customers — individuals purchasing services for personal needs not related to business activities.
Consumer Rights
In accordance with Article 7 of the Law of the RK «On Protection of Consumer Rights», the Customer has the right:
Free Choice
To freely choose services without coercion
Proper Quality
To receive services of proper quality
Information
To receive complete and accurate information about the service
Compensation for Damages
To demand compensation for damages from poor quality service
2.2. In accordance with Article 683 of the Civil Code of the RK, the Customer has the right to refuse performance of the contract for paid provision of services subject to payment to the Contractor of actually incurred expenses.
Full Refund Conditions
100% refund is made in the following cases:
3.1. Order cancellation before work begins
In accordance with Article 683 of the Civil Code of the RK, if the Customer refuses the service before its performance begins, refund is made in full. The application must be submitted within 24 hours after payment.
3.2. Impossibility of providing service due to Contractor's fault
If the Contractor cannot fulfill the order for reasons beyond the Customer's control (lack of resources, technical limitations, etc.).
3.3. Material breach of terms
Delay in performance by more than 30 (thirty) calendar days from the stated term without valid reasons and without coordination with the Customer.
3.4. Material irreparable defects
In accordance with Article 30 of the Law of the RK «On Protection of Consumer Rights», if material defects of the service are found that cannot be eliminated, or elimination of which requires disproportionate time.
3.5. Erroneous payment
Double debiting of funds, payment for wrong order or other technical error during payment processing.
Partial Refund Conditions
Partial refund is made in cases:
4.1. Order cancellation after work begins
Refund is made minus the cost of actually performed work (Article 683 of the Civil Code of the RK). Calculation is made proportionally to the volume of performed work.
Example: Order for 100,000 KZT, 30% of work completed. Refund: 100,000 - 30,000 = 70,000 KZT.
4.2. Partial service performance by agreement
If parties agreed to stop work at a certain stage, refund is made for the unperformed part.
4.3. Discovery of repairable defects
In accordance with Article 30 of the Law, the Customer has the right to demand proportional price reduction when discovering defects that are not material.
4.4. Change of requirements by Customer
If the Customer changes requirements after work begins, which entails reduction in service volume, refund is made for the difference in cost.
4.5. Refund amount calculation
Refund amount is calculated by the formula:
Refund = Payment − (Payment × % of completed work) − Documented expenses
* Documented expenses include: purchased licenses, paid third-party services, purchased materials, etc.
Refusal Cases
Refund is not made in the following cases:
Service fully provided and accepted — Customer accepted work without remarks (act signed or acceptance period expired).
Non-provision of information by Customer — Customer did not provide necessary information/access, which led to impossibility of performance.
Change of requirements after acceptance — Customer changed requirements after signing work acceptance act.
Expiration of appeal period — More than 14 calendar days have passed since work acceptance (unless otherwise provided by legislation).
Defects due to Customer's fault — Defects arose due to Customer's or third parties' fault (improper operation, modification, etc.).
Force majeure circumstances — Impossibility of performance caused by force majeure circumstances.
Violation of terms of use — Customer violated terms of use of the Site or Public Offer.
Refund Procedure
6.1. Step-by-step instructions
Prepare application
Compose refund application indicating reason
Send application
Send to email: refund@bektek.kz
Wait for review
Review period: up to 10 working days
Receive decision
We will notify you of the decision by email
Receive refund
Funds will be credited by the same method used for payment
6.2. Refund application content
Application must contain:
- • Order number
- • Customer name / organization name
- • Contact details (email, phone)
- • Refund reason (detailed)
- • Refund details (if different from payment method)
- • Date and signature (for written applications)
- • Supporting documents (if available)
Tip: To speed up review, attach screenshots, correspondence or other evidence confirming grounds for refund to the application.
Review and Refund Terms
In accordance with Article 30 of the Law of the RK «On Protection of Consumer Rights»:
7.1. Application review terms
| Appeal Type | Review Term |
|---|---|
| Standard application | Up to 10 working days |
| Erroneous payment | Up to 3 working days |
| Complex cases (requiring expertise) | Up to 20 working days |
7.2. Funds crediting terms
Kaspi Pay
Up to 3 working days
Halyk Bank
Up to 5 working days
Bank Card
Up to 14 working days (depends on bank)
Non-cash payment (Legal Entity)
Up to 10 working days
* Term is calculated from the moment of refund decision. Actual crediting term depends on card issuing bank or payment system.
Refund Methods
8.1. Refund is made by the same method used for payment, unless otherwise agreed by parties.
8.2. Available refund methods
- • To bank card — when paid by card
- • To Kaspi account — when paid via Kaspi Pay
- • To Halyk account — when paid via Halyk Bank
- • To settlement account — for legal entities
- • To specified details — by agreement (if refund by original method is impossible)
8.3. If refund by original method is impossible (account closure, card expiration, etc.), the Customer provides alternative details.
8.4. Payment system commissions for refund are borne by the Contractor if refund is made due to Contractor's fault. In other cases, commissions may be deducted from refund amount.
Warranty Cases
9.1. Warranty period for completed work is 30 (thirty) calendar days from acceptance, unless otherwise specified in service description.
9.2. During warranty period, the Customer has the right to demand free elimination of defects in accordance with Article 17 of the Law of the RK «On Protection of Consumer Rights».
9.3. If defects cannot be eliminated or their elimination requires disproportionate time, the Customer has the right to demand:
- Proportional price reduction
- Compensation for expenses incurred for eliminating defects on their own
- Contract termination and full refund
9.4. Warranty defect elimination term: up to 5 working days from appeal.
Consumer Rights for Poor Quality Service
In accordance with Article 30 of the Law of the RK «On Protection of Consumer Rights», when discovering defects in provided service, the Customer has the right to demand at their choice:
Free Elimination
Free elimination of service defects
Price Reduction
Corresponding reduction in service price
Re-performance
Free re-performance of service
Expense Compensation
Compensation for expenses on eliminating defects on their own
The Customer also has the right to refuse contract performance and demand full compensation for damages if defects are not eliminated within the established term.
Features for Legal Entities
11.1. For legal entities, refund is processed on the basis of:
- • Written application on company letterhead
- • Act on discovered defects (if available)
- • Contract termination agreement
- • Corrective invoice
11.2. Refund is made to settlement account specified in contract or refund application.
11.3. Refund term for legal entities: up to 10 working days from signing termination agreement.
Dispute Resolution
12.1. Disputes are resolved through negotiations.
12.2. In accordance with Article 42-1 of the Law of the RK «On Protection of Consumer Rights», the Customer has the right to apply:
- To authorized body for consumer rights protection
- To public associations for consumer rights protection
- To court at defendant's location or plaintiff's residence
12.3. Claims for consumer rights protection are exempt from state duty (Article 44 of the Law).
Refund Contacts
Email for refund applications
refund@bektek.kzWorking Hours
Mon-Fri: 09:00 - 18:00
(Astana time, UTC+5)
Appeal processing time: up to 10 working days in accordance with RK legislation
Legal Basis of Document
- • Law of the RK «On Protection of Consumer Rights» dated May 4, 2010 No. 274-IV
- • Civil Code of the RK (Special Part) — Article 683
- • Civil Code of the RK (General Part) — Articles 349-351
Document Version: 2.0
Publication Date: April 5, 2026