Refund and Cancellation Policy

PART D - REFUND AND CANCELLATION POLICY

1. Principle

TestServes will handle cancellations and refunds transparently, consistently and in accordance with Nigerian consumer law. This Policy does not remove any right or remedy that cannot lawfully be excluded.

2. Cancellation

A Customer may cancel future renewal by contacting TestServes through testserves.ng@gmail.com, the website contact form or official WhatsApp support. Cancellation normally takes effect at the end of the paid period unless law, the order or an agreed remedy requires an earlier date. TestServes must provide confirmation of cancellation.

3. Refund categories

3.1 Duplicate, failed or erroneous payment

A verified duplicate charge, payment collected for a failed transaction, or amount collected in error will be refunded in full to the original or another verified payment destination, ordinarily within [7-14] business days after verification, subject to payment-provider processing times.

3.2 Service not supplied

Where TestServes fails to provide a paid service and does not supply an agreed replacement or remedy within a reasonable period, the Customer may receive a full or proportionate refund for the undelivered service.

3.3 Material service failure

Where a material failure substantially prevents the Customer from receiving the paid service, TestServes will investigate and may repair, reperform, extend service, credit the account or issue a proportionate or full refund as required by law and the circumstances.

3.4 Customer cancellation after service begins

Subscription fees for a period already made available are ordinarily not refunded solely because the Customer changes its mind, except where the order promises otherwise or law requires a refund. The Customer retains access until the effective cancellation date unless the account is suspended for lawful reasons.

3.5 Setup and onboarding charges

Before payment, the order must state what the setup charge covers and when work begins. If the Customer cancels before work begins, the unused setup charge should be refunded. If work has begun, TestServes may retain only a reasonable amount reflecting work properly performed and non-recoverable costs, with an explanation. A blanket "setup fees are never refundable" rule should not be used.

3.6 Automatic renewal

If an automatic renewal was not clearly disclosed or validly authorised, the charge will be investigated and an appropriate refund issued where required. A properly disclosed renewal may be cancelled prospectively according to the plan, without limiting statutory rights.

3.7 Trials

No charge should arise from a free trial unless the conversion, price, date and cancellation method were clearly disclosed and validly authorised before charging.

4. Request procedure

Send a request to testserves.ng@gmail.com, the website contact form or official WhatsApp support with the school name, payer name, amount, date, transaction reference, payment channel, reason and supporting evidence. Do not send complete card details, PINs, passwords or one-time codes.

TestServes should acknowledge within two business days, communicate the outcome within ten business days where reasonably practicable, and explain any delay. Approved refunds should normally be submitted within five business days after approval; the receiving institution may require additional processing time.

5. Escalation

A Customer dissatisfied with the outcome may request internal escalation. This does not prevent a complaint to the Federal Competition and Consumer Protection Commission, a payment provider, financial institution or competent court.