Contact us before paying if a package does not clearly cover your requirements. Custom digital work uses time and specialist effort, so refund eligibility depends on whether work or approved third-party spending has begun.
1. Requesting a cancellation or refund
Send the request to sovvardigitalhub@gmail.com. Include your name, payment date, amount, transaction reference, selected package and reason for the request. Do not email a full card number, PIN, password or mobile-money authorisation credential.
2. Duplicate or incorrect payments
Report a duplicate payment, wrong amount or payment made in error as soon as reasonably possible. We will verify the transaction records and, when confirmed, return the excess or mistaken payment to the extent it is not properly due for an accepted service.
3. Cancellation before work begins
If you cancel before we have started project discovery, design, development or an approved purchase for your project, the service amount is refundable. Any non-recoverable third-party cost will be deducted only if you approved that cost in writing before it was incurred.
4. Cancellation after work begins
If work has started, we will review the completed work, reserved time and approved non-recoverable third-party costs. Any refund will be limited to the unearned portion of the amount paid. We will provide a reasonable explanation of the calculation.
Completed and delivered milestones are not refundable merely because you change your mind, no longer supply content or decide not to launch. This does not remove any right you may have where a service was materially misdescribed or not performed with reasonable care and skill.
5. Quality concerns
If the delivered work materially differs from the confirmed scope, notify us promptly and provide enough detail to assess the issue. Where the issue is our responsibility, we will first be given a reasonable opportunity to correct it. If it cannot reasonably be corrected, an appropriate partial or full refund may be offered based on the affected deliverable and applicable law.
6. Items normally excluded from refunds
Except where required by law or caused by our failure to deliver the confirmed service, refunds do not cover:
- completed and accepted work;
- extra work requested and approved after the original scope;
- domain, hosting, licence, plugin, advertising, API or other third-party costs that cannot be recovered;
- delay caused by missing customer content, access or feedback;
- issues caused by customer changes, unsupported third-party changes, expired services or compromised credentials; or
- chargeback, bank or currency-conversion costs outside our control.
7. How approved refunds are returned
Approved refunds are normally submitted through the original payment method where available. Paystack, your bank or mobile-money provider controls the time required for the credit to appear after submission. We may request reasonable information to verify the payer and protect against fraud before processing a refund.
8. Chargebacks and payment disputes
Please contact us first so we can investigate a concern and provide project or transaction records. Fraudulent or abusive disputes may result in work being paused and relevant evidence being supplied to Paystack or the financial institution handling the dispute.
9. Statutory rights and contact
This Policy does not limit a right or remedy that cannot be excluded under Ghanaian law. Questions may be sent to sovvardigitalhub@gmail.com or raised by phone at +233 59 881 9039.