Ofaami — Refund Policy (Expert)

1. Scope & Definitions

Scope: Applies to all payments made by Users for services booked via the Ofaami website and mobile app.

Definitions:

• User: a customer who books a service on Ofaami.
• Service Provider: an independent provider who performs the booked service.
• Booking amount: total price charged to the User including service fees, taxes, and tips (where applicable).
• Refund: repayment of monies charged to the User in whole or in part.

2. Refund Eligibility

Refunds are assessed case-by-case and will be granted only where one or more of the following apply:

• The Service Provider cancels the booking and no acceptable alternative or rebooking is offered.
• The service was not provided as described, delivered materially late, or delivered defectively.
• Duplicate charges, billing errors, or technical processing mistakes by Ofaami or our payment processor.
• Force majeure events where Ofaami elects to refund and waives fees (see Section 8).
• Other circumstances where Ofaami determines a refund is fair and reasonable.

Services clearly marketed or marked as non-refundable at the time of booking are excluded from automatic refunds except in cases of provider cancellation, fraud, or errors by Ofaami.

3. Types of Refunds

1. Full refund: entire booking amount returned to the User (e.g., provider canceled and no alternative offered).
2. Partial refund: portion of the booking amount returned to reflect reduced or shortened service, agreed adjustments, or credits for future use.
3. Account credit: in some situations Ofaami may offer credit redeemable on the platform instead of a monetary refund; credits expire as stated when issued.

4. How to Request a Refund

1. Start in-app or on-site: Go to Your Bookings → Select Booking → Request Refund / Report Issue and follow prompts. Attach supporting evidence (photos, messages, receipts).
2. Customer Support: If you prefer, email support@ofaami.goo.ng with booking reference, date, amount, and a short description. Include screenshots or attachments when relevant.
3. Phone: +234 906 895 2668 (useful for urgent clarifications; formal requests should be submitted in-app or by email so there is a record).

5. Investigation & Decision Process

After a refund request is submitted we will:

1. Acknowledge receipt within 48 business hours.
2. Collect details from the User and, where necessary, the Service Provider.
3. Review supporting evidence and apply our quality and fraud checks.
4. Reach a final decision and notify the User within 7 — 14 business days from receipt of a complete request (longer in complex or cross-border cases).

Decisions may be delayed if additional information is requested from either party.

6. Refund Processing Timelines

Once a refund is approved:

• Payment card refunds: typically appear on your statement within 5 — 10 business days, depending on the card issuer and country.
• Bank transfers: may take up to 10 — 14 business days.
• Digital wallets/third-party processors: processing times vary; expect 2 — 10 business days.
• Account credits: applied instantly to your Ofaami account unless stated otherwise.

Processing times are estimates — actual times depend on banks and payment processors beyond Ofaami’s control.

7. Fees, Taxes & Currency

• Refunds generally exclude non-recoverable transaction fees charged by payment processors unless Ofaami determines otherwise.
• Taxes that have been remitted to tax authorities may not be refundable until returned by the relevant authority; where applicable Ofaami will assist in the recovery process.
• For cross-border or multi-currency bookings any exchange rate differences and conversion fees charged by financial institutions may affect the final credited amount.

8. Exceptions & Special Cases

Common exceptions include but are not limited to:

• Non-refundable promotions: promotional items explicitly marked as non-refundable at booking.
• User cancellations outside allowable windows: cancellations that violate the provider’s stated cancellation policy may incur fees and reduce refund amounts (see booking terms & cancellation policy).
• Fraud or abuse: suspected fraudulent claims may be denied and referred to relevant authorities.
• Force majeure: in extraordinary events (natural disasters, civil unrest, government restrictions) Ofaami may, at its discretion, offer full or partial refunds or credits.

9. Chargebacks & Dispute Handling

If you initiate a chargeback through your card issuer before allowing Ofaami to investigate, we may be limited in our ability to reimburse you directly. Chargebacks are a separate process handled by your bank. Ofaami will:

• Cooperate with banks and payment processors in any dispute investigation.
• Provide records and evidence to contest illegitimate chargebacks.
• Reserve the right to recover any funds refunded to a User via chargeback if Ofaami later determines the chargeback was fraudulent.

10. Fraud Prevention & Safeguards

We invest in automated and manual fraud-detection methods. Refunds may be withheld or delayed pending fraud checks. If abuse is detected, Ofaami may suspend accounts, cancel bookings, and pursue legal remedies.

11. Appeals & Escalation

If you disagree with a refund decision:

1. Submit an appeal via email to support@ofaami.goo.ng within 14 days of the decision. Provide additional evidence or clarification.
2. Ofaami will review appeals and respond within 7 business days. Final decisions are made by our disputes team and are binding, subject to any statutory rights.

12. Data Protection & Privacy

All personal information collected for refund handling is processed in accordance with Ofaami’s Privacy Policy. We retain refund-related records to comply with legal, financial, and tax obligations.

13. Limitation of Liability

Refunds are a remedy intended to return financial value for a specific booking. Except as expressly provided, Ofaami is not liable for indirect, consequential, or incidental losses resulting from any dispute or refund decision.

14. Contact & Office Hours

To request or follow up on a refund, please use one of the channels below. Provide your booking reference (e.g., OFA-2025-XXXX), payment method, and a concise description of the issue.

Office hours: Monday–Friday, 09:00–17:00 (WAT). Urgent issues reported outside office hours will be reviewed on the next business day.

15. Changes to This Policy

We may update this Refund Policy periodically to reflect business, legal, or regulatory changes. The date at the top of this page indicates when it was last updated. Continued use of Ofaami after a revision constitutes acceptance of the updated policy.