1. Overview

At Sughware Technologies (RC: 8594779), we are committed to delivering high-quality software solutions. We understand that circumstances may change, and we want to ensure a fair and transparent refund process for our clients.

2. Deposit & Milestone Payments

• Initial deposit: The project deposit (typically 40–50% of the total project cost) is non-refundable once work has commenced, as it covers planning, resource allocation, and initial development.
• Milestone payments: Payments made for completed and approved milestones are non-refundable, as they correspond to work already delivered.
• Upcoming milestones: Payments for milestones not yet started may be refunded in full upon project cancellation.

3. Project Cancellation

If you choose to cancel a project:

• Provide written notice (email is acceptable) at least 14 days before the next milestone deadline.
• You will be charged for all work completed up to the cancellation date, including any partially completed milestones.
• All completed deliverables (code, designs, documentation) paid for will be transferred to you.
• Any remaining balance (prepaid amounts minus work completed) will be refunded within 14 business days.

4. Dissatisfaction with Deliverables

If you are not satisfied with a deliverable, we offer the following resolution process:

1. Revision period: You may request revisions within 7 days of deliverable submission. We provide up to 2 rounds of revisions per milestone at no additional cost, provided the changes fall within the original scope.
2. Scope disputes: If there is disagreement about whether work meets the agreed specifications, we will refer to the signed Statement of Work (SOW) or project proposal as the authoritative document.
3. Mediation: If we cannot resolve a dispute through direct discussion, either party may propose third-party mediation.

5. Subscription & Recurring Services

For clients on maintenance, support, or retainer plans:

• You may cancel at any time with 30 days' written notice.
• No refunds are issued for the current billing period.
• Services continue until the end of the current billing cycle.

6. Exceptions

Full refunds (including deposit) may be granted if:

• We fail to deliver any work within 30 days of the agreed start date without prior communication.
• We are unable to fulfill the project requirements as outlined in the SOW due to our own limitations.
• A mutual agreement is reached that the project is not feasible before substantial work begins.

7. Refund Method

Refunds are processed via the original payment method in NGN. Bank transfers may take 5–14 business days depending on your bank. We do not cover any transaction fees charged by payment processors or banks.

8. How to Request a Refund

To request a refund or discuss project cancellation, please contact us at info@sughware.ng with:

• Your name and project name.
• Invoice or payment reference number.
• Reason for the refund request.

We will respond within 3 business days to acknowledge your request and outline next steps.

9. Contact

For any questions regarding this refund policy, reach out to us at info@sughware.ng.