Refund and Returns Policy
At Dwatil Africa Ltd, we prioritize customer satisfaction and strive to deliver high-quality IT solutions and services. This Refund and Returns Policy outlines the terms under which refunds and returns may be applicable.
1. General Policy
Our services are digital in nature and are customized to meet the unique needs of each client. As such, refunds are not typically available once a project or service has commenced. However, exceptions may apply in certain cases, such as non-delivery of services, which are outlined below.
2. Eligibility for Refunds
Refunds may be issued under the following circumstances:
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Non-Delivery of Service: If we are unable to deliver the agreed service due to unforeseen circumstances on our end, a full refund will be processed.
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Major Defects: If a service provided by Dwatil Africa Ltd contains significant defects that impact its functionality and cannot be resolved within a reasonable timeframe, we may issue a refund, partial or full, depending on the scope of the problem.
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Cancellation Before Service Commencement: If a client decides to cancel the service before any work has begun, they may be eligible for a full refund. If work has commenced, refunds will be subject to the progress made at the time of cancellation and any costs incurred.
3. Non-Refundable Services
Certain services are non-refundable, including:
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Completed Services: Once a service is completed and delivered according to the agreed-upon terms, no refunds will be issued.
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Subscription-based Services: Refunds for subscription services (e.g., software support, IT management, etc.) will only be provided for the unused portion of the service period if cancellation occurs mid-term.
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Consultation Fees: Fees for consultations, assessments, or initial project setups are non-refundable once the session has been completed.
4. Process for Requesting a Refund
To request a refund, please follow these steps:
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Contact Us: Send an email to support@dwatil.com.ng with details of your refund request, including the service provided and the reasons for the refund request.
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Review: Our team will review the request and respond within 7 business days. We may ask for additional information to facilitate the review process.
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Refund Approval: If your refund is approved, it will be processed within 14 business days. Refunds will be issued via the original payment method or as agreed upon with the client.
5. Changes to This Policy
Dwatil Africa Ltd reserves the right to modify this Refund and Returns Policy at any time. Any changes will be updated on our website, and the revised policy will apply to all services moving forward.
