Refund and Cancellation Policy

1. Scope of this Policy

This Policy applies to payments made for services provided or arranged by Coded Codes IT and Communication Solutions.

These services may include:

• website design and development;
• web and mobile application development;
• UI/UX and graphic design;
• digital marketing services;
• website maintenance and support;
• technical consulting and training;
• domain and hosting assistance;
• software licences and digital subscriptions; and
• other agreed IT and communication services.

A signed proposal, statement of work or service agreement may contain project-specific cancellation provisions. Those provisions apply together with this Policy but cannot remove mandatory rights under applicable law.

2. General principle

Refunds and cancellations are assessed fairly by considering:

• the service purchased;
• the approved project scope;
• the amount paid;
• work already performed;
• deliverables already supplied;
• resources reasonably reserved for the project;
• third-party expenses already incurred;
• the reason for cancellation; and
• the customer’s applicable legal rights.

A payment is not automatically forfeited merely because it is described as a deposit or mobilisation payment.

3. Cancellation before work begins

You may request cancellation in writing before work begins.

If no work has been performed and no non-recoverable third-party cost has been committed, we will refund the amount received.

Where initial consultation, discovery, planning, research, administration or another agreed service has already been completed, we may deduct a reasonable amount representing that completed work, where permitted by law.

We may also deduct a non-recoverable third-party cost already committed at your request, provided the cost is reasonably connected to your project.

4. Mobilisation payments and deposits

A mobilisation payment reserves project resources and authorises work to begin.

If you cancel after work has started, we will calculate:

• the value of properly completed work;
• reasonable work in progress;
• approved third-party expenses;
• non-recoverable commitments; and
• any amount already paid.

Any balance properly due to you after that calculation will be refunded.

If completed work and authorised costs exceed the amount already paid, we may invoice the difference where the contract permits.

5. Milestone-based projects

Some projects are divided into stages or milestones, with payment due at specified points.

An accepted milestone is generally chargeable because the agreed work for that stage has been supplied.

If you cancel a project during a milestone, we will assess the work properly completed up to the effective cancellation date.

Cancellation will stop future work that has not commenced after we receive, verify and acknowledge your request.

We will provide completed deliverables for which payment has been made, subject to intellectual-property restrictions, security requirements and third-party licences.

6. How to cancel a service

Send your cancellation request to: info@codedcodes.com .

Your request should include:

• your full name;
• your organisation’s name, where applicable;
• your invoice, transaction or project reference;
• the service being cancelled;
• the reason for cancellation;
• the date of payment;
• the amount paid; and
• your preferred contact details.

A cancellation request becomes effective when it is received through an authorised channel and acknowledged by us.

We may contact you to verify your identity or authority, protect account security and arrange an orderly project handover.

7. Cancellation by Coded Codes

We may cancel or terminate a project where:

• the requested service would violate applicable law;
• the customer repeatedly fails to provide required information, access or approvals;
• an undisputed payment remains overdue after notice;
• the customer materially breaches an applicable agreement;
• abusive, fraudulent or unlawful conduct affects the project;
• performance becomes impossible; or
• another legitimate circumstance makes continuation unreasonable.

Where we cancel, we will account for completed work, payments received and reasonable non-recoverable costs.

Any remaining balance properly due to you will be refunded.

8. Where we do not provide the service

If we cancel a service, cannot provide an agreed service or fail to deliver paid work without a lawful or contractual justification, you are entitled to an appropriate refund for the unprovided portion.

We may first offer a reasonable opportunity to correct, re-perform or replace defective work where that remedy is appropriate and lawful.

You do not have to accept a proposed remedy that would unlawfully deny a refund or another mandatory consumer right.

9. Defective or non-conforming services

Please report a suspected defect promptly and provide enough information for us to reproduce and assess it.

This may include:

• the project or transaction reference;
• a clear description of the problem;
• the expected and actual result;
• screenshots or recordings;
• the affected device, browser or operating system; and
• steps for reproducing the issue.

Where a service materially fails to match the agreed specification or was not performed with reasonable skill and care, we will provide an appropriate remedy consistent with applicable law.

A suitable remedy may include correction, re-performance, replacement, a price adjustment or a refund.

10. Matters that are not ordinarily service defects

The following will not ordinarily constitute a defect in our service:

• a change in the customer’s preference;
• a new requirement outside the agreed scope;
• an error caused by inaccurate information or materials supplied by the customer;
• unauthorised modification of a deliverable by the customer or another person;
• misuse or operation contrary to provided instructions;
• use on an unsupported device, browser, system or environment;
• a third-party service outage or policy change;
• loss caused by exposed or compromised credentials;
• failure to purchase or renew a required third-party service; or
• a change in external technology after the service was accepted.

We may still offer assistance with such issues under a support or maintenance arrangement.

11. Revision requests and changes of mind

A request to change an approved design, workflow, feature or project direction is not necessarily a defect.

Included revision rounds will be stated in the relevant proposal or project agreement.

Additional revisions, replacement concepts and changed requirements may require additional charges and a revised delivery schedule.

A change of mind after properly completed customised work does not automatically create a right to a full refund.

12. Client delays and inactive projects

A project may be treated as inactive where required content, access, feedback, payment or approval remains outstanding for 30 days after written reminders.

Before treating a project as abandoned, we will give written notice and a reasonable opportunity to resume it.

Completed work and properly committed costs remain chargeable.

Restarting an inactive project may require:

• a revised project schedule;
• reconfirmation of scope and pricing;
• payment of outstanding invoices or third-party charges; and
• a reasonable reactivation fee disclosed before work resumes.

Any refund following abandonment will be calculated after deducting properly completed work and reasonable non-recoverable commitments, subject to applicable law.

13. Domain registrations

Domain names are registered through third-party registrars.

A completed domain registration is generally non-refundable because the registrar’s charge is usually committed immediately and the registration cannot simply be returned.

The customer is responsible for confirming the correct spelling, extension and registrant information before purchase.

Where a registrar issues us a refund, we will pass the refundable amount to the customer after any permitted transaction charge.

14. Hosting, licences and other third-party charges

The following may be non-refundable once purchased, activated or allocated:

• website hosting plans;
• cloud servers and storage;
• premium themes and templates;
• software and plug-in licences;
• stock photographs, videos, fonts and graphics;
• SMS, email or API credits;
• app-store and marketplace fees;
• security certificates;
• advertising expenditure; and
• other third-party products or subscriptions.

Refund availability for these items depends on the relevant provider’s terms and applicable law.

We will identify material third-party costs where reasonably practicable.

15. Recurring services

A recurring service may include maintenance, hosting support, monitoring, digital marketing, content management or another subscription-based service.

You may cancel a recurring service by giving the notice stated in the applicable agreement.

Cancellation prevents future renewal charges after the effective cancellation date.

Amounts already paid for a current service period are refundable only to the extent required by law or the applicable agreement, taking account of services already supplied and non-recoverable commitments.

16. Digital deliverables and source files

After customised digital work has been delivered, downloaded, approved or deployed, cancellation does not automatically create a right to a full refund where the agreed service has been properly performed.

Where a refund is issued for work that is not retained or paid for, any licence or right to use the corresponding unpaid deliverable ends.

You must stop using and delete the relevant unpaid deliverable except where applicable law provides otherwise.

Ownership of bespoke source files transfers only as stated in the relevant agreement and normally remains subject to full payment.

17. Promotional and discounted services

A promotion, discount or special offer does not remove a statutory refund right.

Any special cancellation restriction connected with an offer will be clearly disclosed before purchase and will apply only to the extent permitted by law.

18. How approved refunds are processed

Approved refunds are normally returned through the original payment method unless another lawful method is agreed.

We may request evidence reasonably necessary to verify:

• the original transaction;
• the identity or authority of the requester;
• the amount paid;
• the source of payment; and
• the appropriate recipient of the refund.

We do not issue a refund to an unrelated third party or an account that cannot reasonably be linked to the original transaction without appropriate verification.

19. Refund processing time

We will initiate an approved refund promptly and communicate the expected processing period.

The time required for funds to appear may depend on the bank, payment gateway, card issuer or other payment-service provider.

A delay caused solely by a financial institution or payment processor after we have initiated the refund may be outside our direct control. We will provide reasonable transaction evidence to assist with tracing the refund.

20. Transaction and processing charges

Where permitted by law, an external transaction, bank or payment processing charge that was not retained by Coded Codes may be excluded from the refundable amount if the charge cannot be recovered from the provider.

Any deduction will be reasonably explained and will not be used to remove a mandatory consumer right.

21. Chargebacks and payment disputes

Please contact us before initiating a chargeback so that we have an opportunity to investigate and resolve the issue.

This request does not restrict any right you have to dispute a payment lawfully.

Fraudulent or knowingly false chargebacks may be challenged using project records, invoices, approvals, communications and proof of work.

A chargeback does not automatically terminate an underlying contract or determine whether a debt is legally due.

22. Events outside reasonable control

Where an event outside reasonable control delays performance, we will communicate the impact and take reasonable steps to reduce the delay.

Such events may include:

• major internet or infrastructure failures;
• widespread power or telecommunications disruption;
• natural disasters;
• government restrictions;
• civil disturbance;
• critical third-party platform outages; or
• another event that could not reasonably be prevented.

If the delay makes performance impossible or defeats the principal purpose of the service, cancellation and refund rights will be assessed under the contract and applicable law.

23. Refund requests and complaints

Send refund requests and complaints to info@codedcodes.com .

Please include:

• your name and organisation;
• the invoice or transaction reference;
• the amount and date of payment;
• the service involved;
• a clear explanation of the issue;
• supporting documents or screenshots; and
• the resolution you are requesting.

We will acknowledge and investigate the request within a reasonable time.

24. Consumer complaints and escalation

We encourage customers to first give us a reasonable opportunity to investigate and resolve a complaint.

If we cannot resolve a consumer complaint, you may use the complaint channels of the Federal Competition and Consumer Protection Commission or approach another competent authority or court.

Nothing in this Policy prevents you from exercising a statutory consumer right or seeking an available legal remedy.

25. Changes to this Policy

We may update this Policy to reflect changes in our services, operations or legal obligations.

An updated version will apply to future transactions from its stated effective date.

The version in effect when a project is agreed will ordinarily govern that project unless:

• a change is required by law;
• the parties agree otherwise; or
• the updated provision is more favourable to the customer.

26. Contact us

Refund and cancellation enquiries may be directed to:

Company: Coded Codes IT and Communication Solutions
Email: info@codedcodes.com
Telephone: +234 806 513 1265
Address: Plot 3120, Rima Street, Maitama, Abuja, Nigeria.