Refund and Returns Policy
OdnetAfrica Ltd Refund Policy
Last Updated: 21.01.2025
1. Introduction
At OdnetAfrica Ltd, we are committed to delivering high-quality media, tourism, and human resources consultancy services. Our primary goal is client satisfaction. This Refund Policy outlines the conditions under which refunds may be issued for our services, aligning with our commitment to transparency and fairness, and upholding our obligations under UK consumer law.
This policy applies to all services and consultancy engagements with OdnetAfrica Ltd.
2. Our Commitment to Refunds
We aim to resolve any issues professionally and efficiently. If you are not satisfied with a service or if a service cannot be completed as agreed, this policy sets out your potential eligibility for a refund.
3. General Refund Eligibility & Period
OdnetAfrica Ltd offers a refund period for eligible services of between 45 and 90 calendar days from the later of the following:
* The date of your initial payment for the service.
* The agreed completion date of the specific service or consultancy phase.
* The date of the last substantial engagement or consultation related to the service.
Refund eligibility within this period is subject to the conditions outlined below.
4. Specific Refund Periods based on Service Duration
To provide clarity for various engagement types, we differentiate refund periods as follows:
a. For Services or Consultations Lasting Two (2) Weeks or Less (Short-Term Engagements):
The general refund eligibility period of between 45 and 90 calendar days applies, commencing from the later of the initial payment date or the agreed completion date of the service.
b. For Services or Consultations Lasting More Than Two (2) Weeks (Extended Engagements):
For projects or consultancy engagements that extend beyond a two-week period, the refund eligibility window will be not less than sixty-nine (69) calendar days and up to ninety (90) calendar days. This period commences from the later of:
* The date of the final payment received for the service or a significant project milestone.
* The date of substantial completion of the project or the last significant consultation/delivery.
This extended minimum period acknowledges the more complex and prolonged nature of such engagements, providing a longer window for review and potential refund requests.
5. Factors Influencing Refund Calculation: Payment Plan and Tenure
Refunds will be calculated fairly, taking into account the specifics of your payment plan and the tenure of your engagement:
a. Upfront Payments:
If the service was paid for fully upfront, the refund calculation will consider the total amount paid against the value of services demonstrably rendered, any non-refundable deposits, and direct costs incurred by OdnetAfrica Ltd in the provision of the service up to the point of refund request.
b. Payment Plans / Instalments:
For services paid via instalment plans, the refund will be calculated based on the total payments received to date, offset by the value of services already rendered, any non-refundable components explicitly agreed upon in your service agreement, and direct costs incurred. If the value of services rendered exceeds the payments received, no refund may be due.
c. Tenure / Period of Payment Receipt:
The applicable refund period (45-90 days or not less than 69-90 days) will always be measured from the relevant trigger point (e.g., initial payment, final payment, service completion) as specified in Sections 3 and 4. The duration of the client relationship and the timing of payments will factor into assessing the portion of service delivered and thus, the refundable amount.
6. Conditions for Refund Eligibility
A refund may be considered under the following circumstances:
* Failure to Deliver: If OdnetAfrica Ltd fails to deliver the agreed-upon service within the stipulated timeframe, and an extension or alternative solution is not mutually agreed upon.
* Service Not as Described: If the service delivered fundamentally differs from the description provided in our proposal or agreement.
* Material Breach by OdnetAfrica Ltd: If OdnetAfrica Ltd commits a material breach of the service agreement that cannot be rectified.
* Client Cancellation (within applicable cooling-off periods and as per agreement): For services purchased via distance selling (e.g., online, phone), your statutory 14-day cooling-off period under the Consumer Contracts Regulations remains fully applicable and is integrated within our more generous refund periods. If you cancel a service within this period, a full refund will be processed, unless service delivery has commenced with your explicit consent and acknowledgment of proportionate charges.
* Mutual Agreement: If a refund is mutually agreed upon by both OdnetAfrica Ltd and the client due to unforeseen circumstances or changes in project scope.
7. Non-Refundable Items/Circumstances
Please note that, unless otherwise required by law, the following are generally non-refundable:
* Services that have been fully rendered and completed as per the agreement.
* Non-refundable deposits or setup fees, where explicitly stated in your service agreement.
* Third-party costs, disbursements, or expenses incurred by OdnetAfrica Ltd on your behalf (e.g., software licenses, travel expenses, specific certifications required for the service) that cannot be recovered.
* Refunds requested outside the specified refund eligibility periods.
* Services where the client has breached the terms of their agreement with OdnetAfrica Ltd, including our Rights Reserved Policy or Privacy Policy.
8. Refund Process
To request a refund, please follow these steps:
* Submit a Request: Send a written refund request via email to admin@odnetafrica.com.
* Provide Details: Your request must include:
* Your full name and company name (if applicable).
* Invoice number(s) and date(s) of payment.
* A clear description of the service for which you are requesting a refund.
* A detailed explanation of the reason for your refund request.
* Any supporting documentation.
* Review and Assessment: Upon receipt of your request, OdnetAfrica Ltd will review and assess your claim. We may contact you for further information or clarification.
* Decision Notification: We will notify you of our decision regarding your refund request, typically within 14 business days of receiving all necessary information.
* Refund Processing: If your refund request is approved, the refund will be processed via the original payment method where possible. Refunds are generally processed within 14 to 30 calendar days of approval. Please note that bank processing times may vary.
9. Your Statutory Rights
This Refund Policy is in addition to, and does not affect, your statutory consumer rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations. Where your statutory rights provide for a greater entitlement, those rights will prevail.
10. Dispute Resolution
If you have a concern or complaint regarding our services or a refund decision, please contact us directly in the first instance at admin@odnetafrica.com. We are committed to resolving issues amicably and efficiently. If we are unable to resolve your complaint, you may have the right to seek alternative dispute resolution as provided by UK consumer law.
11. Changes to This Refund Policy
OdnetAfrica Ltd reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website with an updated “Last Updated” date. We encourage you to review this policy periodically.
12. Contact Us
For any questions about this Refund Policy, please contact us at:
Email: admin@odnetafrica.com