Refund Policy

Arvenue Limited ("Arvenue", "we", "our", "us") delivers bespoke software engineering, design, and technology consulting services. Because our work is custom-built and time is invested from the moment a project is confirmed, our refund policy is structured to be fair to both parties while maintaining full transparency.

This Refund Policy forms part of our Terms and Conditions and applies to all service agreements entered into with Arvenue. Arvenue operates under the laws of the Federal Republic of Nigeria. By engaging our services, you acknowledge and agree to this policy.

2.1 Non-Refundable Deposit All project engagements require a deposit (typically 40–50% of the total agreed fee, as stated in your Proposal or Statement of Work) prior to commencement. This deposit is non-refundable once work has begun.

2.2 Deposit Before Work Commences If you pay a deposit but provide written cancellation notice before any work has commenced, you may request a deposit refund. Refund eligibility is subject to our assessment of any preparatory costs incurred. We will respond within 5 business days.

3.1 Milestone Payments Are Non-Refundable Upon Delivery Payments tied to specific milestones become non-refundable once the milestone deliverable has been presented to the Client for review. This applies even if the Client subsequently decides not to proceed with the project.

3.2 Milestone Disputes If a milestone deliverable does not materially conform to the agreed specification, the Client must raise a written dispute within 7 calendar days of delivery. Arvenue will review the dispute and, where valid, revise the deliverable or agree on an appropriate remedy — which may include a partial credit toward future work.

3.3 No Refund for Change of Mind Milestone payments are not refunded for change of direction, strategic pivots, or change of mind after delivery confirmation.

Final balance payments are due prior to delivery of completed project files, source code, or live deployment. Final payments are non-refundable once the final deliverable has been handed over, as intellectual property rights transfer to the Client at that point (subject to full payment).

If the final deliverable does not meet the agreed specification, the Client must raise a written complaint within 7 days of delivery. Arvenue will investigate and remedy valid defects at no additional cost under our warranty clause (see Section 7).

5.1 Monthly Retainers For ongoing retainer agreements (e.g., maintenance, managed services, monthly development hours):

5.2 Consulting Sessions Fees for one-off consulting or advisory sessions are non-refundable after the session has taken place. Cancellations with more than 48 hours' notice will receive a full refund or credit; cancellations with less than 48 hours' notice forfeit the session fee.

Arvenue will consider refund requests in the following limited circumstances:

Refund requests outside these circumstances will be assessed on a case-by-case basis at Arvenue's sole discretion.

Arvenue provides a 30-day post-delivery warranty on all completed bespoke software projects. During this period:

This warranty is offered in lieu of a refund once a project is delivered and does not constitute acceptance of liability beyond the agreed scope.

To initiate a refund request:

1. Email billing@arvenue.tech with the subject line: "Refund Request – [Your Project Name / Invoice Number]" 2. Include your name, company (if applicable), project reference, and a description of the reason for the request 3. Attach any supporting documentation (e.g., invoice, communication records)

Arvenue will acknowledge your request within 2 business days and provide a decision within 10 business days. Where a refund is approved, it will be processed within 5–10 business days to the original payment method (bank transfer, Flutterwave, or Paystack).

Payments made via Flutterwave, Paystack, bank transfer, or other approved processors are subject to the terms of those platforms. Arvenue strongly recommends resolving all disputes directly with us before initiating a chargeback, as chargebacks may result in:

Unauthorised chargebacks that are reversed in Arvenue's favour will include recovery of all associated processing fees and costs.

Nothing in this Refund Policy removes or limits your rights under applicable Nigerian consumer protection legislation, including the Federal Competition and Consumer Protection Act 2018 (FCCPA). Where services are not performed with reasonable care and skill, or are not fit for the agreed purpose, you may be entitled to remedy under applicable law.

Arvenue respects these rights in full and will always seek to resolve disputes fairly and promptly.

Arvenue reserves the right to update this Refund Policy at any time. Updated versions will be posted at arvenue.tech with a revised effective date. The policy in force at the time of your Proposal or SOW governs that engagement.

For billing enquiries or to submit a refund request:

Arvenue Limited Email: billing@arvenue.tech Website: arvenue.tech Jurisdiction: Federal Republic of Nigeria

We aim to acknowledge all refund requests within 2 business days.