ENYEMAKA Refund Policy

1. About this policy

1.1 This policy explains when clients of ENYEMAKA can get a refund, how we work out the amount, and how refunds are paid.

1.2 ENYEMAKA is operated by Enyemaka Consulting LTD, a company registered in Nigeria with registration number 9668273, whose registered office is at Suleiman Barau Road suleja. In this policy, "we", "us" and "our" mean that company, and "you" means the client who paid.

1.3 This policy applies to every payment made to us for a project or service. Where a signed project agreement gives you more favourable terms, those terms apply.

1.4 Nothing in this policy limits any right you have under the Federal Competition and Consumer Protection Act 2018 or any other law that cannot be excluded by agreement.

2. Key terms

2.1 In this policy:

• Agreed scope means the written description of the work, deliverables, timeline and acceptance checks that we and you agreed before work started, including any changes we both agreed in writing.
• Assignment means the point at which we assign a specialist to your project.
• Commencement conditions means everything needed for work to start: confirmed payment, agreed scope, and any information, materials, access or approvals the agreed scope says you will provide.
• Initiation charge means a fee covering the work we do to review, scope and set up a project before a specialist is assigned.
• Approved work means a milestone or deliverable you have approved, accepted or begun using.
• Correction means work we do to make a deliverable match the agreed scope.
• Revision means a change you ask for to a deliverable that already matches the agreed scope.

3. What we tell you before you pay

3.1 Before you pay, we tell you in writing:

• the price of the work;
• the amount of any initiation charge;
• the cancellation window described in section 5; and
• where to find this policy.

3.2 We will not deduct any charge from a refund unless it was disclosed to you before you paid.

4. How to ask for a refund, and how long it takes

4.1 You can ask for a refund:

• through the refund option on your project page in your client account; or
• by emailing support@enyemaka.co with your project reference, the reason for your request and any supporting evidence.

4.2 We will:

• acknowledge your request within 5 business days;
• give you a written decision within 5 business days of receiving everything we need to assess it; and
• start the refund within 2 business days of approving it.

4.3 If we need more information from you, we will tell you what we need, and the decision period runs from when we receive it.

4.4 Once a refund has been started, your bank or card provider may take further time to credit it to your account. We will send you confirmation when we start it.

4.5 Only one refund request can be open for a project at a time.

5. Cancelling before a specialist is assigned

5.1 You can cancel a project and get a refund if:

• no specialist has yet been assigned to it; and
• you ask within the cancellation window, which is 7 days from the date your payment was confirmed.

5.2 You will be refunded the amount you paid, less any initiation charge that was disclosed to you before you paid.

5.3 If we have not assigned a specialist within the commencement period described in section 6, section 6 applies instead, whether or not the cancellation window has passed.

6. If we fail to start

6.1 Once all the commencement conditions have been met, we will start work within 7 business days, or within any other start date set out in the agreed scope (the "commencement period").

6.2 If we do not start within the commencement period for reasons within our control, you may cancel and receive a full refund of everything you paid, including any initiation charge.

6.3 Instead of a refund, you may choose to agree a new start date with us in writing.

6.4 This section does not apply where work could not start because a commencement condition you were responsible for had not been met.

7. Cancelling after work has started

7.1 You can cancel a project after a specialist has been assigned. The refund depends on how much of the work has been done.

7.2 We will refund the amount you paid, less:

• any initiation charge disclosed before you paid;
• the value of approved work, based on the price of the approved milestones or deliverables in the agreed scope; and
• any third-party costs you approved in writing that we have already paid and cannot recover, such as licences or subscriptions bought for your project.

7.3 For work that has been done but not yet approved, we will assess whether it matches the agreed scope and can be used. We will deduct only the value of usable work that matches the agreed scope, in proportion to what has been completed. The time spent on work does not, by itself, determine its value.

7.4 We will not keep the whole payment simply because work has started.

8. Work that does not match the agreed scope

8.1 Every deliverable is checked against the agreed scope before it reaches you. If a deliverable still does not match the agreed scope, tell us, and we will correct it at no cost.

8.2 Corrections do not count towards the revision rounds included in your service.

8.3 If we cannot correct the problem within a reasonable time, or the work cannot be made to match the agreed scope, you are entitled to a partial or full refund for the affected work, depending on how much of it fails to match.

8.4 A request for something the agreed scope does not include is a new request, not a defect. We will tell you in writing what it would cost and how it would affect the timeline before doing it. Declining to do unagreed work for free does not give rise to a refund.

8.5 Where you are unhappy with work that matches the agreed scope, the revision rounds included in your service apply. Additional revisions beyond those rounds are charged separately, as set out in our Terms of Engagement.

9. Delays

9.1 If a milestone or the project is more than 14 days late against the date in the agreed scope, for reasons within our control, you may ask for a delay review.

9.2 After the review, we will offer one or more of: a revised delivery date that you agree to, priority completion, cancellation of the undelivered part of the work with a refund for it, or a full refund where the delay defeats the purpose of the project.

9.3 Delays caused by information, materials or approvals you were responsible for, by changes you asked for, or by events outside our reasonable control are not counted.

10. Duplicate, incorrect or unauthorised payments

10.1 If you were charged twice, charged the wrong amount or paid against the wrong project, tell us and we will refund or correct the payment in full.

10.2 If you believe a payment was made without your authority, tell us immediately. We may need to verify the details before refunding, to protect you and us from fraud.

11. What we do not refund

11.1 Subject to your legal rights, we do not refund:

• approved work;
• an initiation charge disclosed before you paid, except under section 6;
• third-party costs you approved in writing that we cannot recover;
• work you have accepted and used, where you later change your mind about what you wanted;
• requests for work the agreed scope does not include; or
• delays or problems caused by information, materials or approvals you were responsible for and did not provide.

11.2 We do not apply hidden charges, penalties or deductions not set out in this policy.

12. How refunds are worked out and paid

12.1 Every refund decision is based on the payment record, the agreed scope, the work done and approved, our communications with you and any evidence you provide.

12.2 The refund amount is:

amount paid, less any disclosed initiation charge (where it applies), less the value of approved work, less approved third-party costs that cannot be recovered

We show you how we reached the amount in our written decision.

12.3 Refund decisions are made by a member of our senior management, not by an automated system.

12.4 We refund through the method you used to pay:

• Paystack, for payments in Naira;
• Flutterwave, for payments in pounds or US dollars; or
• bank transfer to your account, where you paid by bank transfer or where a refund through the payment provider fails.

12.5 If a refund through a payment provider fails, the refund is still approved. We will tell you and complete it by bank transfer, and confirm when it has been sent.

12.6 Refunds are paid in the currency you paid in. We are not responsible for differences caused by exchange-rate changes or fees charged by your own bank.

13. Payment disputes and chargebacks

13.1 Please contact us before disputing a payment with your bank or card provider. Most problems can be resolved faster directly.

13.2 This does not affect your right to dispute a payment. If you do, we may give the payment provider relevant records, such as the agreed scope, payment confirmation, project messages, delivery and approval records, and any refund decision.

13.3 We will not treat you differently because you exercised a lawful right to dispute a payment.

14. If we end the engagement

14.1 We may end an engagement if you ask for work that is unlawful, if we reasonably suspect fraud, if you abuse or threaten our staff or specialists, or if you seriously or repeatedly breach the agreed terms.

14.2 If we do, we will refund the amount you paid, less only the value of approved work and approved third-party costs that cannot be recovered. We will not keep payment for work that has not been done.

15. Your legal rights

15.1 If you are a consumer under the Federal Competition and Consumer Protection Act 2018, you have rights to clear information, to services of satisfactory quality delivered within a reasonable time, and to a remedy where services fall short. This policy does not reduce those rights.

15.2 If you are in another country whose laws give you rights that cannot be excluded and that are more favourable than this policy, those rights apply.

16. Changes to this policy

16.1 We may update this policy when our services, payment arrangements or legal obligations change. The version number and effective date at the top show when it last changed.

16.2 The version of this policy in force on the date you paid applies to that payment. A later change will not remove a refund right you already had.

17. Contact us

17.1 For questions about this policy or a refund, contact us at support@enyemaka.co, or write to us at Suleiman Barau Road suleja.

17.2 Our Privacy Policy explains how we handle the personal data in your refund request.