Refund & Cancellation Policy

Overview

FaireNation is committed to delivering high-quality technology solutions and services. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our various services and products.

We understand that circumstances may change, and we strive to be fair and reasonable in handling refund requests while maintaining the sustainability of our business operations.

1. Refund Eligibility

General Eligibility Criteria

To be eligible for a refund, the following conditions must be met:

• The refund request must be submitted within the specified timeframe for each service category
• The request must include a valid reason for the refund
• All required documentation must be provided
• The service or product must not fall under our non-refundable categories
• The client must have fulfilled their obligations as outlined in the service agreement

Valid Reasons for Refund

• Service Not Delivered: We failed to deliver the agreed-upon service within the specified timeframe
• Quality Issues: The delivered service does not meet the agreed specifications or quality standards
• Technical Impossibility: We determine that the project requirements cannot be technically fulfilled
• Breach of Agreement: We materially breach the terms of our service agreement
• Mutual Agreement: Both parties agree to terminate the project

2. Service Categories & Refund Terms

Custom Software Development

• Refund Window: 14 days from project commencement
• Conditions: No development work has been completed or delivered
• Partial Refunds: Available based on work completed and milestones achieved

Web Development Services

• Refund Window: 7 days from project start
• Conditions: No design mockups or development work delivered
• Partial Refunds: Calculated based on completed phases

Mobile App Development

• Refund Window: 14 days from project initiation
• Conditions: No wireframes, designs, or code delivered
• Partial Refunds: Based on development milestones completed

Consulting Services

• Refund Window: 48 hours before scheduled consultation
• Conditions: Full refund if cancelled within the window
• Partial Refunds: Not applicable for completed consultations

Maintenance & Support Services

• Refund Window: 30 days from service commencement
• Conditions: Unused portion of prepaid maintenance contracts
• Partial Refunds: Prorated based on unused service period

3. Refund Process

How to Request a Refund

1. Submit Request: Send a written refund request to refunds@fairenation.com
2. Include Information: Provide project details, invoice number, and reason for refund
3. Documentation: Attach any supporting documentation or evidence
4. Review Process: Our team will review your request within 5-7 business days
5. Decision Notification: You will be notified of our decision via email

Required Information

• Full name and contact information
• Project or service reference number
• Invoice number and payment details
• Detailed reason for the refund request
• Supporting documentation (if applicable)
• Preferred refund method

Review and Approval

All refund requests are carefully reviewed by our management team. We consider factors such as:

• Compliance with refund policy terms
• Work completed and delivered
• Client cooperation and communication
• Adherence to project timelines and requirements
• Overall project circumstances

4. Cancellation Policy

Project Cancellation

Clients may cancel projects under the following conditions:

• Early Cancellation: Within 7 days of project commencement with minimal work completed
• Mutual Agreement: Both parties agree to project termination
• Breach of Contract: Either party materially breaches the agreement

Cancellation Fees

• Administrative Fee: 10% of project value for processing and setup costs
• Work Completed: Payment for all completed work and deliverables
• Third-party Costs: Any non-refundable expenses incurred on behalf of the client

Notice Period

• Development Projects: 7 days written notice
• Consulting Services: 48 hours notice
• Ongoing Services: 30 days notice

5. Non-Refundable Items

The following items and services are generally non-refundable:

• Completed Work: Delivered and accepted project components
• Custom Development: Bespoke solutions developed specifically for the client
• Third-party Licenses: Software licenses, domains, hosting purchased on behalf of client
• Consultation Time: Completed consulting sessions and meetings
• Research and Planning: Time spent on project analysis and planning
• Emergency Services: Rush or emergency development work
• Training Services: Completed training sessions and workshops

Exceptions

Exceptions to non-refundable items may be considered in cases of:

• Significant service failures on our part
• Misrepresentation of service capabilities
• Technical impossibility discovered after project commencement
• Mutual agreement between both parties

6. Processing Time

Review Timeline

• Initial Review: 5-7 business days from request submission
• Investigation: Additional 7-14 days if further investigation is required
• Decision Notification: Within 2 business days of decision

Refund Processing

• Bank Transfer: 5-10 business days
• Credit Card: 5-15 business days (depending on card issuer)
• Other Methods: As agreed upon during the refund process

Factors Affecting Processing Time

• Complexity of the refund request
• Amount of work completed
• Need for additional documentation
• Payment method used for original transaction
• Banking processing times

7. Dispute Resolution

Internal Resolution

If you disagree with our refund decision, you may request a review by:

• Submitting additional documentation or evidence
• Requesting escalation to senior management
• Participating in mediation discussions

External Resolution

For unresolved disputes, the following options are available:

• Mediation: Through a mutually agreed mediator
• Arbitration: Binding arbitration under Nigerian law
• Legal Action: Through appropriate Nigerian courts

Governing Law

This refund policy is governed by the laws of Nigeria, and any disputes will be resolved in accordance with Nigerian jurisdiction.

8. Contact Us

For refund requests, questions, or concerns about this policy, please contact us:

We are committed to resolving refund requests fairly and promptly. Our team will respond to your inquiry within 5-7 business days and work with you to find a satisfactory resolution.