This Refund Policy explains how refunds are handled across the different types of payment that involve Vendeck ("Vendeck", "we", "us", or "our"). It forms part of our Terms of Service.
1. Vendeck subscription fees
This section covers the fees Vendeck charges merchants for a subscription plan.
- Subscription fees are billed in advance and are generally non-refundable, including for partial billing periods and for time remaining after you cancel or downgrade.
- Cancelling stops future renewals. Your plan stays active until the end of the current billing period, after which it is not renewed.
- Downgrades take effect at the start of the next billing period; no credit or refund is issued for the difference in the current period.
- If you were charged because of a genuine billing error, such as a duplicate charge or being billed after a valid cancellation, contact us and we will investigate and refund any amount charged in error.
- We may, at our discretion, offer a refund or credit in individual cases, and we will always honour refunds required by applicable law.
- Requesting a chargeback instead of contacting us first may lead to your account being suspended while the matter is resolved.
2. Purchases made on a merchant's storefront
This section covers payments made by a customer buying from a store hosted on Vendeck.
- The purchase is a contract between the customer and the merchant. The merchant sets, publishes, and is responsible for their own returns and refund policy.
- Vendeck provides the storefront and facilitates payment through our payment partners (Paystack and Flutterwave). Vendeck is not the seller and does not decide the outcome of a refund or return request.
- Customers who want a refund, replacement, or cancellation should contact the merchant they bought from, using the contact details shown on the store or order.
- Where a refund is agreed, the merchant processes it, and the payment provider returns the funds to the customer's original payment method within that provider's normal timeframe.
- Customers may also have rights through the payment provider's own dispute process and under applicable consumer-protection law. Vendeck may assist a merchant and customer in resolving a dispute but does not adjudicate it.
3. Domains purchased through Vendeck
- Fees for registering or renewing a domain through Vendeck are non-refundable once the domain has been registered or renewed with the registry, because those charges are passed through to the registrar and registry and cannot be reversed.
- If a domain purchase fails before registration completes and you were charged, contact us and we will refund the amount charged.
- Connecting a domain you already own does not involve a Vendeck domain fee.
4. How to request a refund
For Vendeck subscription or domain charges, email support@vendeck.ng from the address on your account, with the charge date, amount, and reason. We aim to respond within a reasonable time. For a purchase made on a merchant's store, contact that merchant directly.
5. Changes to this Policy
We may update this Refund Policy from time to time. When we do, we will revise the "Last updated" date above.