Refund Policy

1. Scope

Cizonet Solutions Limited ("Cizonet", "we") sells software subscriptions, usage-based add-ons, training courses, and professional services. Prices are shown in Nigerian naira unless stated otherwise and are charged through Paystack or another payment provider named at checkout. A plan, order, invoice, or written agreement may set out refund terms that are more specific than this policy; where it does, that document applies.

2. Free trials

New business workspaces start on a free trial where the product offers one. You are not charged during the trial and nothing is owed if you do not continue. If you add a payment method and do not cancel before the trial ends, the first subscription period is charged and this policy applies to that charge.

3. Subscriptions and cancellation

Subscriptions renew automatically at the end of each billing period (monthly, six-monthly, or annually, as chosen). You can cancel at any time from your Cizonet Account billing page. Cancellation stops future renewals; your access continues until the end of the period you have already paid for. We do not pro-rate or refund the unused part of a period that has already started, except as set out in section 4.

Downgrades take effect at the next renewal. Upgrades take effect immediately and the difference for the remainder of the current period is charged at that time.

4. When we refund

We will refund a charge in full when:

• you were charged after cancelling before the renewal date, or charged twice for the same period;
• a first-time subscription charge is disputed within 7 days of payment and the workspace has not been used in production (for example, no invoices, employees, or menu items were created);
• a confirmed Cizonet outage or defect prevented you from using the paid product for more than 72 consecutive hours in a billing period, in which case we refund or credit that period at your choice;
• the law of your country requires a refund that this policy does not otherwise provide.

Approved refunds are returned to the original payment method within 10 business days of approval. Bank and card processing times vary and are outside our control.

5. What is not refunded

• Periods already used, including the current period after cancellation.
• Usage-based charges that were consumed (for example AI calls, voice minutes, or messages).
• Charges disputed more than 60 days after the payment date.
• Accounts suspended or terminated for breach of the Acceptable Use Policy or Terms of Service.
• Non-withdrawable promotional credit, including Pulse Wars rewards, which has no cash value and is never paid out.
• Third-party fees, taxes, or currency conversion charges applied by your bank or payment provider.

6. Professional services and training

Training course fees are refundable in full if you withdraw at least 5 business days before the course starts, and 50% refundable if you withdraw before the second session. No refund is due once more than one session has been attended or certification materials have been issued. Corporate training and professional services are governed by their statement of work; unless it says otherwise, work already performed is not refundable.

7. Billing disputes and chargebacks

Please contact us before raising a chargeback with your bank. We answer billing queries within 2 business days and most are resolved without a dispute. If a chargeback is raised for a charge that this policy does not make refundable, we may suspend the affected workspace until the matter is settled.

8. How to request a refund

Email [email protected] from the email address on the Cizonet Account, with the product, the company code (CMP-XXXXXX), the payment reference, and the reason. We confirm receipt within 2 business days and decide within 5 business days. You can also use the Help link inside each product to open a support request.

9. Contact

Billing and refunds: [email protected]
Phone: +234 901 007 2510
Cizonet Solutions Limited, Wuse II, Abuja, Nigeria