1. Policy Overview
At Appssosoft, we are committed to delivering exceptional digital products and services that empower individuals and businesses across Nigeria and beyond. Customer satisfaction is the cornerstone of our operations, and we strive to ensure every interaction with our platform meets the highest standards of quality and reliability.
Our Commitment: We believe in transparency, fairness, and building long-term relationships with our customers. This Refund Policy has been designed to protect both your rights as a customer and our ability to maintain sustainable, high-quality services.
This comprehensive policy applies to all products and services offered under the Appssosoft brand, including but not limited to:
- GrowGit - Digital Customer Automation and Sales System (DCASS)
- ELSA - Emergency Location and SOS Alert Application
- Custom Software Development Services
- Web and Mobile Application Development
- Digital Consulting and Support Services
- Any future products or services introduced by Appssosoft
2. General Refund Eligibility
Due to the digital nature of our products and services, refunds are evaluated on a case-by-case basis with careful consideration of individual circumstances. We understand that technical issues and service disruptions can occur, and we are committed to resolving them fairly.
Circumstances Where Refunds May Be Granted:
Service Non-Delivery: If you have made a successful payment but cannot access the product or service you purchased, and our technical team is unable to restore access within 48 hours of notification.
- Persistent Technical Issues: Major technical problems that prevent you from using core features of the product as advertised, provided our support team has been given reasonable opportunity (minimum 72 hours) to resolve the issue and has been unable to do so.
- Service Misrepresentation: The delivered service or product is substantially and materially different from what was described in our marketing materials, documentation, or service agreement.
- Duplicate Billing: Unintentional double charges or billing errors that result in multiple payments for the same service period.
- Billing System Errors: Charges that occurred due to technical failures in our payment processing system.
- Pre-Delivery Cancellation: Cancellation requests made before service delivery has commenced or product access has been granted.
- Documented Service Failure: Cases where our service level agreements (SLAs) were not met, and the failure significantly impacted your ability to use the service.
Important Note: All refund requests require proper documentation, including transaction details, evidence of the issue, and correspondence with our support team demonstrating good-faith attempts to resolve the problem.
3. Non-Refundable Situations
To maintain fair practices and sustainable operations, certain situations do not qualify for refunds. These policies are in place to protect against misuse while ensuring clarity for all customers.
⚠️ No Refunds Will Be Issued For:
- Change of Mind: Refund requests based solely on a change of preference, opinion, or need after purchase, service delivery, or access has been granted.
- User Error: Issues arising from incorrect information provided during registration, setup, or configuration, including but not limited to:
- Wrong email addresses
- Incorrect business information
- Misconfigured settings
- Failure to follow setup instructions
- Policy Violations: Use of products or services in violation of our Terms of Service, Acceptable Use Policy, or any applicable laws and regulations.
- Expired Subscription Renewals: Automatic renewals that were not canceled before the renewal date. Users are responsible for managing their subscription status.
- Partial Use: Services that have been partially used or accessed, unless the issue is due to verifiable technical failure on our end.
- Customized Solutions: Products or services that have been specifically customized, configured, or tailored to meet individual business requirements.
- Third-Party Services: Issues or dissatisfaction with third-party integrations, APIs, or services that are not directly provided by Appssosoft.
- Competitive Comparison: Refund requests based on finding alternative or competing services after purchase.
- Lack of Expected Results: Business outcomes, ROI, or performance metrics that depend on external factors beyond our control.
- Expired Refund Window: Requests made after the applicable refund period has expired (typically 7-14 days depending on product).
4. Product-Specific Refund Terms
GrowGit – Digital Customer Automation and Sales System (DCASS)
GrowGit operates as a subscription-based platform providing digital presence management, automation, and business visibility services.
- Trial Period: New users are encouraged to thoroughly evaluate GrowGit's features and capabilities before committing to a paid plan.
- Subscription Cancellation: Users may cancel their subscription at any time before the next billing cycle to prevent future charges. No refunds are provided for the current active subscription period.
- 7-Day Technical Issue Window: If you experience major technical issues that prevent core functionality within the first 7 days of your subscription, you may request a partial refund (prorated based on unused days) upon verification by our technical team.
- Setup Fees: One-time setup or onboarding fees are non-refundable once work has commenced.
- Service Delivery: Once digital assets (websites, social media setup, content) have been delivered, no refunds will be issued.
ELSA – Emergency Location and SOS Alert Application
ELSA provides critical life-safety services and operates under specific refund restrictions due to the nature of emergency services.
- Premium Features: Purchases of premium alerts, enhanced location tracking, or priority SOS features are non-refundable once activated or used.
- Subscription Plans: Monthly or annual subscriptions cannot be refunded after activation, but may be canceled to prevent future billing.
- Duplicate Billing Only: Refunds are only considered for verifiable duplicate charges or payment processing errors.
- Free Trial Recommendation: Users are strongly encouraged to test free versions and features before purchasing premium plans.
- Emergency Service Limitation: No refunds will be issued based on emergency response times, as ELSA facilitates alerts but does not control third-party responder availability.
Custom Software, Web, and Mobile Development
Bespoke development projects follow milestone-based payment and refund structures.
- Pre-Commencement Refunds: Full refunds are available if requested before project work begins (within 48 hours of contract signing).
- Milestone-Based Payments: Once design, development, or deployment of any project phase begins, payments for completed milestones are non-refundable.
- Project Termination: Early project termination must be communicated in writing. Payment is required for all completed work up to the termination date.
- Intellectual Property: All intellectual property rights remain with Appssosoft until final payment is received.
- Scope Changes: Additional charges for scope changes are non-refundable.
- Third-Party Costs: Hosting, domain registration, API fees, and other third-party expenses are non-refundable.
5. Refund Processing Timeframes
We strive to process all approved refunds efficiently and transparently. Below are our standard processing timelines:
1
Request Submission: Submit your refund request with all required documentation to support@appssosoft.com
2
Acknowledgment (24-48 hours): You will receive an email confirming receipt of your refund request with a reference number
3
Review Process (5-7 business days): Our team will review your request, verify documentation, and may contact you for additional information
4
Decision Notification: You will be informed of the approval or denial of your refund request via email with detailed reasoning
5
Refund Processing (7-10 business days): Approved refunds will be processed to your original payment method
6
Bank Processing (3-5 additional business days): Your bank or payment provider may take additional time to reflect the refund in your account
Total Timeline: From request submission to funds appearing in your account typically takes 15-22 business days. International transactions may take longer due to currency conversion and banking procedures.
6. How to Request a Refund
To ensure your refund request is processed efficiently, please follow these steps carefully:
Required Information:
- Transaction ID: The unique identifier from your payment confirmation email
- Payment Proof: Receipt, bank statement, or payment confirmation screenshot
- Account Email: The email address associated with your Appssosoft account
- Product/Service Name: Specific product or service for which you're requesting a refund
- Purchase Date: When the transaction occurred
- Detailed Reason: Comprehensive explanation of why you're requesting a refund
- Supporting Evidence: Screenshots, error messages, or other documentation demonstrating the issue
- Support Ticket History: Reference numbers of any previous support interactions related to this issue
Submission Methods:
Primary: Email support@appssosoft.com with subject line "Refund Request - [Your Transaction ID]"
Alternative: Submit a support ticket through your account dashboard
Important: Incomplete refund requests will delay processing. Ensure all required information is provided in your initial submission to expedite the review process.
7. Dispute Resolution
If your refund request is denied and you wish to dispute the decision, we offer a fair and transparent appeals process.
Appeals Process:
- Review Decision Email: Carefully review the reasons provided for the denial of your refund request
- Gather Additional Evidence: Compile any new information or documentation that supports your case
- Submit Appeal: Email appeals@appssosoft.com within 14 days of receiving the denial notification
- Senior Review: Your appeal will be reviewed by a senior member of our management team
- Final Decision: You will receive a final decision within 10 business days of submitting your appeal
Escalation to Regulatory Bodies:
If you remain unsatisfied with our final decision, you have the right to escalate your complaint to relevant consumer protection agencies or regulatory bodies in Nigeria, including:
- Federal Competition and Consumer Protection Commission (FCCPC)
- Consumer Protection Council
- Appropriate industry regulatory authorities
We are committed to resolving all disputes amicably and in good faith. Most issues are resolved through direct communication before requiring formal escalation.
8. Policy Modifications & Updates
Appssosoft reserves the right to modify, update, or revise this Refund Policy at any time to reflect changes in our services, legal requirements, or business practices.
Notification of Changes:
- Effective Date: All policy changes will include an updated "Effective Date" at the top of this document
- Material Changes: Significant policy modifications will be communicated via email to all active customers at least 30 days before taking effect
- Website Publication: The most current version of this policy will always be available on our website
- Continued Use: Your continued use of Appssosoft services after policy changes constitute acceptance of the updated terms
Version History:
We maintain a changelog of policy modifications for transparency. Previous versions can be requested by contacting support@appssosoft.com
User Responsibility: We encourage all customers to review this policy periodically to stay informed of any changes that may affect their rights and obligations.
Our Promise: Appssosoft is committed to fair business practices, transparent policies, and exceptional customer service. We value every customer relationship and strive to ensure your satisfaction with our products and services. This policy is designed to protect both your interests and ours, fostering trust and long-term partnerships.