1. Subscription Overview

Cloud Lab Pro operates on a subscription-based model with the following billing cycles:

• Monthly Plans: Billed at the beginning of each monthly cycle
• Annual Plans: Billed at the beginning of the annual cycle at a discounted rate

2. Free Trial Period

New subscribers may be eligible for a free trial period as indicated during registration. During the trial:

• No payment is charged during the trial period
• You may cancel at any time before the trial ends without any charge
• If you do not cancel before the trial ends, your subscription will automatically convert to a paid plan and your selected payment method will be charged

3. Refund Eligibility

3.1 Monthly Subscriptions

You may request a refund for a monthly subscription within 7 days of the payment date, provided:

• You have not substantially used the Service during the billing period (fewer than 10 patient records created or 5 orders processed)
• This is your first refund request for this subscription

3.2 Annual Subscriptions

You may request a refund for an annual subscription within 14 days of the payment date. Refunds for annual plans will be:

• Full refund: If requested within 14 days and the Service has not been substantially used
• Pro-rata refund: If requested within 14 days but the Service has been substantially used, a pro-rata amount will be deducted for the period used (calculated at the monthly rate)

3.3 Automatic Renewals

If your subscription auto-renews and you did not intend to renew, you may request a refund within 7 days of the renewal charge, provided you have not used the Service during the new billing period. We will send a renewal reminder notification at least 3 days before automatic renewal.

4. Non-Refundable Items

The following are generally not eligible for refunds:

• Subscription fees for periods that have been substantially used
• Partial month/period charges after the refund eligibility window
• Custom development, integration, or setup fees (if applicable)
• Fees charged for additional services or add-ons after they have been delivered
• Accounts terminated for violation of our Terms of Service

5. How to Request a Refund

To request a refund, please follow these steps:

• Step 1: Email our support team at info@nefetechltd.com with the subject line "Refund Request"
• Step 2: Include your organisation name, account email, subscription plan, and reason for the refund request
• Step 3: You will receive an acknowledgement within 2 business days
• Step 4: Refund decisions will be communicated within 5 business days of receipt

You may also submit a refund request through the support ticket system within your Cloud Lab Pro dashboard.

6. Refund Processing

Once a refund is approved:

• Refunds will be processed within 14 business days of approval
• Refunds are issued to the original payment method used for the purchase
• You will receive email confirmation when the refund has been initiated
• Bank processing times may vary (typically 3-10 business days after we initiate the refund)
• For payments made via Paystack, refunds will be processed through Paystack's refund system

7. Service Downtime and Credits

In the event of extended service downtime not caused by scheduled maintenance:

• Downtime exceeding 24 consecutive hours: Eligible for a pro-rata service credit for the affected period
• Downtime exceeding 72 consecutive hours: Eligible for a full refund for the affected billing period upon request
• Service credits will be applied automatically to your next billing cycle
• Scheduled maintenance windows are excluded and will be communicated in advance

8. Cancellation

You may cancel your subscription at any time:

• Cancellation takes effect at the end of your current billing period
• You will retain access to the Service until the end of the paid period
• No further charges will be made after cancellation
• Upon cancellation, you will have 30 days to export your data before account deactivation
• Data will be retained for 90 days after account deactivation per our data retention policy, after which it will be securely deleted

9. Your Consumer Protection Rights

This Refund Policy does not affect your statutory rights under Nigerian law, including:

• Rights under the Federal Competition and Consumer Protection Act (FCCPA)
• Right to a remedy when services do not meet reasonable expectations
• Right to fair treatment in consumer transactions
• Right to lodge a complaint with the Federal Competition and Consumer Protection Commission (FCCPC)

If we are unable to resolve your refund request satisfactorily, you may contact the Federal Competition and Consumer Protection Commission (FCCPC) at fccpc.gov.ng.

10. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email to account administrators and displayed within the Service. The updated policy will apply to subscriptions renewed after the change takes effect.

11. Contact Us

If you have questions about this Refund Policy, please contact us:

• Email: info@nefetechltd.com
• Address: Suite C11 Lake City Plaza Gudu District, Abuja, Nigeria.
• Phone: +234 708 127 8530