1 Eligibility for Refund
Refunds may be considered under the following circumstances:
- Duplicate payment made by the customer
- Payment processed incorrectly due to a technical error
- Service not delivered as agreed, subject to verification
Refunds are not applicable in the following cases:
- Change of mind after service commencement
- Delay caused by third parties or force majeure events
- Failure to provide required documents or information on time
- Services already rendered, partially or fully
2 Refund Request Procedure
To request a refund, customers must submit a written request via email or official support channel, including:
- Transaction reference number
- Proof of payment
- Reason for refund request
3 Refund Processing
- Approved refunds will be processed using the original payment method.
- Processing time may range from 7–21 business days, depending on the bank or payment gateway.
- Any transaction or gateway charges are non-refundable, unless otherwise stated.
Chargeback Policy
1 Chargeback Definition
A chargeback occurs when a customer disputes a transaction directly with their bank or card issuer instead of contacting us first.
2 Chargeback Handling
- Customers are encouraged to contact us prior to initiating a chargeback.
- Upon receiving a chargeback notification, we reserve the right to suspend services until the dispute is resolved.
- We will submit all relevant documentation (agreements, invoices, delivery proof, correspondence) to contest invalid chargebacks.
3 Invalid or Fraudulent Chargebacks
If a chargeback is raised without valid grounds:
- The customer may be held liable for chargeback fees imposed by the payment processor.
- Future services may be declined or terminated.
- Legal action may be pursued where necessary.
