Refund Policy | AutoSquad Software

1. Policy Overview

AutoSquad Software is committed to customer satisfaction and fair treatment. This Refund and Return Policy outlines the conditions under which refunds, cancellations, and returns are available across our various services and products. This policy applies to all clients, including individuals and businesses, and is in addition to consumer protection rights under Nigerian law.

Effective Date: January 2025

2. Custom Software Development Projects

Non-Refundable Nature: Custom software development is a specialized, bespoke service. Once work begins on your project, refunds are generally not available. This is because we invest significant resources in understanding your requirements, designing custom solutions, and developing code specifically for your needs.

Payment Structure: To protect both parties, we typically structure payments as follows:

Deposit (25–50%): Due upon project commencement. Non-refundable, as it covers project setup, planning, and resource allocation.
Milestone Payments: Due upon completion of agreed-upon project phases. Non-refundable once work is delivered.
Final Payment: Due upon final delivery and client acceptance. Refundable only if deliverables fail to meet the agreed specifications (see Section 3 below).

Cancellation Before Work Begins: If you cancel your project before we have begun substantial work (within 3 business days of signing the agreement), we will refund the deposit minus any non-recoverable expenses incurred (typically 10–20% of the deposit). This must be requested in writing.

Cancellation After Work Begins: If you cancel after work has commenced, you remain liable for all work completed, materials, and resources used up to the cancellation date. No refund will be issued, but we will provide all work-in-progress deliverables in their current state.

3. Refunds for Non-Conforming Deliverables

Quality Standards: We warrant that all deliverables will be developed in a professional and workmanlike manner and will function substantially as described in your project brief or statement of work.

Defect Resolution: If deliverables contain significant defects or fail to meet the agreed specifications, we will, at no additional charge:

Investigate the issue promptly upon your report
Provide a written assessment and proposed solution within 5 business days
Remediate critical defects (those affecting core functionality) within 14 days
Remediate non-critical defects within 30 days, as part of post-delivery support

Refund Eligibility: A refund may be considered only if:

A significant defect cannot be remediated after a reasonable number of attempts (3+)
The defect makes the deliverable substantially unusable for its intended purpose
You report the defect within 30 days of delivery
The defect was not caused by your modifications, third-party integrations, or misuse

Refund Amount: If a refund is approved, it will be calculated as a pro-rata reduction of the final payment, based on the severity and scope of the defect. Full refunds are rare and reserved for situations where the entire deliverable is unusable.

4. Web Design and Design Services

Design Revisions: Our standard design packages include a specified number of revision rounds (typically 2–3). Additional revisions beyond the package limit may be charged at our standard design rates ($75–$150 per hour).

Client Satisfaction: Design is subjective. Before final approval, we provide multiple revision opportunities to ensure the design aligns with your vision. Once you have approved and accepted the design, no refunds are available.

Cancellation During Design Phase: If you cancel during the design phase, you may be eligible for a partial refund of design fees, depending on how much work has been completed. Typically:

Cancellation after initial concepts: 50% refund of design fees
Cancellation after detailed design: 25% refund of design fees
Cancellation after final approval: No refund

5. eBook Sales

Digital Product Nature: eBooks are digital products delivered immediately upon order confirmation. Due to their nature, eBook sales are generally non-refundable once delivered.

Refund Exceptions: Refunds for eBooks may be issued in the following circumstances:

Technical Delivery Issue: If we fail to deliver the eBook within 24 hours of order confirmation due to a technical error on our part
Wrong eBook Delivered: If we deliver an incorrect eBook due to our error (we will send the correct version immediately and refund if you prefer)
Duplicate Purchase: If you inadvertently purchase the same eBook twice within 24 hours, one purchase will be refunded

No Refund for Change of Mind: If you simply change your mind after purchase, no refund is available. However, you may request to have the eBook re-sent if you lose access to your copy.

6. IT Support and Consultation Services

Hourly Services: IT consultation, troubleshooting, and support services are charged at our standard rates. Time is tracked and billed accordingly. No refunds are issued once services have been delivered.

Retainer Packages: Monthly or annual support retainers are prepaid and non-refundable. However, if you are unsatisfied with the service quality, we will work to address your concerns or discuss alternative arrangements.

Service Credits: If we fail to meet agreed support response times, we may issue service credits toward future support fees. Details are outlined in your support agreement.

7. Hardware Sales

New Equipment: Hardware purchased from AutoSquad Software is subject to a 14-day return window (consistent with consumer protection laws). Equipment must be unused, in original packaging, and accompanied by proof of purchase. Returns are subject to a 10–15% restocking fee to cover handling and inspection.

Used or Refurbished Equipment: Refurbished hardware carries a 7-day return window and a 20% restocking fee. All equipment is tested before sale and sold "as-is."

Refund Process: Once we receive the returned equipment and confirm its condition, refunds (minus restocking fees) will be processed within 5 business days. Shipping costs are the responsibility of the customer.

Warranty: Hardware comes with the manufacturer's warranty. Claims related to hardware defects should be directed to the manufacturer or through our warranty claim process.

8. Training and Workshops

Cancellation Before Event: If you need to cancel your attendance at a training session or workshop:

More than 14 days before: Full refund minus a 10% administrative fee
7–14 days before: 50% refund
Less than 7 days before: No refund available (but you may transfer your seat to a colleague)

Postponement: You may postpone your training to a future date at no charge, subject to availability.

9. Maintenance and Ongoing Service Contracts

Monthly/Annual Contracts: Maintenance and support contracts are typically billed monthly or annually in advance. These are non-refundable once the billing period has begun.

Early Termination: You may terminate a maintenance contract with 30 days' written notice. Any prepaid fees for the remainder of the contract period will not be refunded.

Service Level Failures: If we fail to meet agreed service levels (e.g., response time, uptime), we will provide service credits or discounts on your next invoice. See your service agreement for specific SLA terms.

10. Refund Conditions and Limitations

Refund Request Process: All refund requests must be submitted in writing to admin@autosquadsoftware.pro within 30 days of the transaction. Your request should include:

Invoice number and date
Clear description of the reason for the refund request
Any supporting documentation (e.g., screenshots of defects, email correspondence)

We will review your request and respond within 5 business days with our decision.

Non-Refundable Circumstances: Refunds will not be issued if:

The issue is caused by your misuse, misunderstanding, or improper implementation
The issue results from third-party software, services, or infrastructure
You have modified our deliverables without our knowledge or consent
You did not follow our documented setup or usage instructions
The refund request is made more than 30 days after delivery

Cap on Refunds: No refund will exceed the amount you paid for the service or product in question.

11. Payment Disputes

Disputed Charges: If you believe you have been charged incorrectly, please contact us immediately with details. We will investigate and provide a written response within 7 business days.

Chargebacks: If you file a chargeback or dispute with your payment processor without first attempting to resolve the issue directly with us, we will defend the charge and may terminate your account with us. Chargebacks should be a last resort.

12. Exceptions and Special Cases

Some situations may fall outside the scope of this policy. If you have a unique circumstance or believe a refund is warranted despite the conditions outlined above, please contact our management at admin@autosquadsoftware.pro with a detailed explanation. We review exceptional cases on a case-by-case basis and may, at our sole discretion, approve a refund, partial refund, or service credit.

13. Consumer Protection Rights

This policy is in addition to any consumer protection rights you may have under Nigerian law or international consumer protection standards. Nothing in this policy limits or waives your statutory rights as a consumer. If there is a conflict between this policy and applicable law, the law will prevail.

14. Policy Changes

AutoSquad Software may update this Refund Policy at any time. Changes take effect upon posting to our website. We will notify existing clients of material changes to this policy via email.

15. Contact Information

For questions about this Refund Policy or to request a refund, please contact:

Email: admin@autosquadsoftware.pro
Phone: +234 806 613 3406
Hours: Monday–Friday, 9:00 AM – 6:00 PM (Nigeria Time)

Last Updated: January 2025