Refund, Return & Cancellation Policy

Last Updated: August 24th, 2025

Our commitment. We build products and services that are usable, reliable, and beneficial to our customers. We stand by our work, protect against abuse, and comply with applicable laws in the regions where we operate.

How this refund policy is structured

This is a master policy with category-specific rules. The Global Terms apply to every purchase. Then, each product/service category has tailored eligibility, time-frames, and processes

Categories covered:

  1. SaaS / Hosted Applications
  2. WordPress Plugins & WooCommerce Extensions (Digital Downloads & License Keys)
  3. Perpetual / “Lifetime” Licenses
  4. Custom Development & Professional Services
  5. Installation, Configuration & Migration Services
  6. Support & Maintenance Plans (Retainers / Care Plans)
  7. Training, Coaching & Consultation Sessions
  8. Marketplace / Third‑Party Apps Distributed via Callismart
  9. Credits, Wallet, Promotions & Trials
  10. Abuse, Fraud & Fair Use
  11. Legal Compliance, Jurisdiction & Changes

1) Global Terms (apply to all categories)

  • Support-first principle. Before a refund is considered, you must contact our support team and allow reasonable time to diagnose and remediate issues. We may request logs, environment information, screenshots, screen-share, or secure staging access.
  • Resolution priority. Where feasible, we will prioritize fixes, updates, workarounds, configuration guidance, or service credits.
  • Request window. Unless a category states otherwise, refund requests must be made within 14 days of the original purchase (first billing cycle for subscriptions). Renewals are generally non-refundable once processed.
  • Original payment method. Approved refunds are issued to the original payment method. If that is unavailable, we may issue Callismart Wallet credit.
  • Processing time. Approved refunds are processed within 7–14 business days. Bank/processor timings are outside our control.
  • Taxes & fees. Refunded amounts exclude non-recoverable processing fees, taxes, or cross-border charges where we cannot reclaim them from processors or authorities.
  • Compatibility scope. We support compatibility per our documentation. Conflicts caused by unlisted third‑party themes/plugins, custom code, or server restrictions do not automatically qualify for refunds unless we cannot provide a reasonable workaround.
  • Proof of issue. We may require a reproducible case or temporary access to verify defects. If access cannot be provided for legitimate reasons, we will work via logs or safe reproductions.
  • Chargebacks. Initiating a chargeback while a support case is open may pause your license and support until resolved. We reserve the right to dispute fraudulent chargebacks.
  • Good faith. We reserve the right to decline refunds in cases of abuse, repeated refund cycles, bulk purchasing/short-term usage patterns, or ToS violations.

2) SaaS / Hosted Applications

Examples: Callismart-hosted web apps and cloud features tied to a Callismart account.

Eligibility

  • First-time satisfaction guarantee (growth track). First-time subscribers may request a refund within 14 days of the initial purchase if the service materially fails to meet the documented description and we cannot resolve issues within a reasonable timeframe.
  • Service unavailability / critical defects. If prolonged platform outages or critical defects—attributable to us—prevent reasonable use and we cannot remedy them, we may issue service credits or partial refunds for the affected period.

Non-refundable

  • Renewals (after the renewal date/time has passed).
  • Usage beyond the initial 14-day window where the service is functioning as described.
  • Overages/add-ons already consumed.

Cancellations & billing

  • Cancel automatic renewals at any time from your account. Access continues until the end of the current billing cycle.
  • Upgrades are prorated forward where supported by the billing system; downgrades take effect next cycle.
  • Trials & betas may be canceled before conversion to avoid charges.

SLA credits (where applicable)

  • If we publish an uptime or response SLA for a product, credits—not cash refunds—are the default remedy unless a cash refund is legally required.

3) WordPress Plugins & WooCommerce Extensions (Digital Downloads)

Scope: License keys, downloads, and update access for Callismart-produced plugins/extensions.

Eligibility

  • Defect not resolved. If a documented, reproducible bug prevents core functionality and we cannot resolve within a reasonable timeframe after you’ve engaged support.
  • Missing promised feature. If a feature explicitly promised in our product page or docs is unavailable and we cannot deliver it within a reasonable timeframe.
  • First-time purchase window. Refund requests must be made within 14 days of first purchase of that product.

Digital content compliance

  • In certain jurisdictions (e.g., EU/UK), consumers may have a cooling‑off right for digital content before download/activation. If you request immediate download/activation, you may be asked to consent to waive that right, as permitted by law. Where cooling‑off rights remain, we will comply.

Non-refundable

  • Renewals (license renewals for updates/support) after the renewal time has passed.
  • Issues caused by unlisted third‑party themes/plugins, custom code, or server limitations, where we can provide a workaround or guidance.
  • Change of mind, lack of use, or buyer’s remorse after download/activation.

Licensing notes

  • A license entitles you to updates/support for the term purchased. Misuse (e.g., redistribution, key sharing) voids eligibility.

4) Perpetual / “Lifetime” Licenses

Definition. “Lifetime” refers to the supported life of the product, not the lifetime of the purchaser or a guaranteed availability of all features forever. If a product is sunset, we will provide reasonable notice and options.

Eligibility

  • Same defect/missing-feature eligibility as plugins (Section 3) within 14 days of purchase.

Non-refundable

  • Purchases outside the 14‑day window.
  • Cases where the product functions as described.

Sunset handling

  • If we retire a lifetime product, we aim to offer migration paths, alternatives, or pro‑rated goodwill credits at our discretion. Cash refunds are not guaranteed after the 14‑day window unless required by law.

5) Custom Development & Professional Services

Scope: Bespoke development, feature builds, integration, audits, design, documentation, or similar professional services.

Billing & milestones

  • Projects are billed by milestones or time & materials. A non‑refundable kickoff payment or first milestone may be required to allocate resources and begin work.

Eligibility

  • If we fail to deliver a contracted milestone as specified (scope, acceptance criteria, and timelines mutually agreed), and we cannot remedy within a reasonable cure period, we may issue a partial refund limited to the undelivered portion of that milestone.

Non-refundable

  • Work already delivered, time already spent, or deliverables accepted (explicitly or through continued use).
  • Changes in requirements after scope sign‑off (these are handled via change requests/variations).

Warranty

  • Delivered code includes a 60‑day defect warranty covering bugs against the signed acceptance criteria. The warranty does not cover new features, scope changes, or third‑party breaking updates.

6) Installation, Configuration & Migration Services

Eligibility

  • If the service has not yet started, you may cancel for a full refund.
  • If we cannot complete the installation/migration due to our own fault after reasonable attempts, we will refund the unused portion or offer to re‑perform at no cost.

Non-refundable

  • Once substantial work has been performed or the service is completed as specified.
  • Failures caused by inaccessible hosting, missing prerequisites, or third‑party/vendor limits beyond our control (we may document blockers and or offer alternatives).

Rescheduling

  • We’ll reschedule once at no charge with at least 24 hours’ notice. Less than 24 hours’ notice may incur a rebooking fee.

7) Support & Maintenance Plans (Retainers / Care Plans)

Scope: Ongoing support, updates, monitoring, small enhancements within a monthly allowance.

Eligibility

  • Before cycle starts and no work performed: full refund on request.
  • After cycle starts: if zero time has been consumed and no work commenced, we may refund or credit the period at our discretion.

Non-refundable

  • Hours/allowances not used within the period (no rollover unless explicitly included in your plan).
  • Work already performed or vendor fees incurred on your behalf.

Cancellation

  • Cancel anytime; plan remains active until the end of the billing cycle.

8) Training, Coaching & Consultation Sessions

Refunds & rescheduling

  • ≥ 48 hours before the session: full refund or free reschedule.
  • 24–48 hours before: 50% refund or one free reschedule.
  • < 24 hours or no‑show: non‑refundable; we may offer one goodwill reschedule at our discretion.

9) Marketplace / Third‑Party Apps Distributed via Callismart

Scope: Third‑party products sold or provisioned through the Callismart App Store/marketplace.

  • Third‑party vendors typically control licensing and refund outcomes. We will coordinate your request and advocate for a fair resolution.
  • Where the vendor’s policy is stricter than ours, the vendor policy applies. Where local law grants you rights, we will support compliance.
  • If a vendor is unresponsive but evidence strongly supports your claim, we may issue a Callismart Wallet credit at our discretion.

10) Credits, Wallet, Promotions & Trials

  • Wallet credit can be used for future Callismart purchases. Wallet credit is non‑withdrawable and non‑transferable. Unless prohibited by law, wallet credits do not expire.
  • Coupons/promotions are not refundable or redeemable for cash; refunds of purchases made with discounts reflect the amount actually paid.
  • Trials/free tiers end automatically unless otherwise stated; data retention follows each product’s data policy.

11) Abuse, Fraud & Fair Use

  • We may decline or reverse refunds in cases of suspected fraud, credential sharing, license reselling, or bulk‑use‑then‑refund patterns.
  • We may suspend access during investigations into abuse or chargebacks.

12) Legal Compliance, Jurisdiction & Changes

  • Local consumer rights. Where applicable consumer laws grant you additional or mandatory rights (e.g., cooling‑off periods for digital content before download/activation), we will comply.
  • Jurisdiction. Unless otherwise stated in your agreement, this policy is governed by the laws of our operating jurisdiction, without conflict‑of‑laws principles.
  • Updates. We may update this policy to reflect product changes or legal requirements. The “Last updated” date will be revised accordingly.

13) How to Request a Refund or Credit

  • Open a support ticket on our Support Portal.
  • Include: order number, product/service ID, issue description, steps to reproduce, screenshots/logs, and your environment (WP version, PHP, WC, server, etc.).
  • If safe, provide staging access so we can verify and resolve quickly.
  • We’ll acknowledge, investigate, and either resolve, credit, or approve/decline with reasons.

14) Contact

Support: support@callismart.com.ng
Support Portal: https://support.callismart.com.ng

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