Refund Policy

1. General Policy

Crystal Web Solutions provides customized digital services that require significant time, expertise, and resources. Because each project is uniquely tailored to the Client's requirements, refunds are handled on a case-by-case basis.

We strongly encourage all clients to review our portfolio, discuss their project requirements in detail, and ask any questions before making payment to ensure our services are the right fit.

2. Deposits

A deposit (typically 50% of the total project fee) is required before any work begins. This deposit covers initial research, planning, design mockups, and resource allocation.

If a project has not yet started (i.e., no work has been done within 48 hours of the deposit payment), you may request a full refund of the deposit.

3. Project Cancellation

3.1 Cancellation by the Client

If you choose to cancel your project after work has started, the following applies:

• Within 7 days of project start: You may be eligible for a partial refund. We will deduct the value of work completed from any amount paid, and refund the remainder (if any).
• After 7 days of project start: No refund is available. You will be invoiced for all work completed to date, and any outstanding balance must be settled.
• After project completion: No refund is available once the final deliverables have been provided and approved by the Client.

3.2 Cancellation by Crystal Web Solutions

If Crystal Web Solutions is unable to complete your project due to unforeseen circumstances entirely within our control, we will:

• Notify you promptly in writing.
• Provide a proportional refund for work not yet completed.
• Provide all completed work and assets to you.

4. When Refunds Are Eligible

You may be eligible for a full or partial refund in the following circumstances:

• Crystal Web Solutions fails to deliver the agreed deliverables within a reasonable timeframe (excluding delays caused by the Client).
• The delivered work materially fails to meet the agreed specifications, and we are unable to resolve the issue after two (2) revision rounds.
• Duplicate payment was made in error.
• Work has not yet commenced (within 48 hours of deposit).

5. Non-Refundable Services

The following services and costs are non-refundable under any circumstances:

• Domain name registration fees (these are paid to registrars and cannot be recovered).
• Web hosting fees once a billing period has started.
• Third-party software licenses, plugins, or API subscriptions purchased on the Client's behalf.
• Completed and delivered design assets (logos, UI/UX designs, brand guidelines).
• SEO and digital marketing services already rendered (work performed in a past billing cycle).
• Training sessions that have already been conducted.
• Rush fees or expedited service surcharges.

6. Refund Process

To request a refund, please follow these steps:

1. Contact us at contact@cweb.com.ng or call +234 706 705 1193 with your project details and reason for the refund request.
2. We will review your request and respond within 3–5 business days.
3. If your refund is approved, we will process it within 7–14 business days to your original payment method.
4. You will receive an email confirmation once the refund has been processed.

7. Partial Refunds

Where a full refund is not applicable, we may offer a partial refund based on the percentage of work completed at the time of the refund request. The value of completed work is calculated based on our internal hourly rate and the project's agreed scope.

We may also offer service credits (applicable toward future projects) in lieu of a cash refund, at our discretion and subject to your acceptance.

8. Dispute Resolution

If you are dissatisfied with the outcome of a refund request, we encourage you to escalate your concern in writing to our management team at contact@cweb.com.ng. We are committed to resolving all disputes fairly and promptly.

If a resolution cannot be reached internally, the matter may be referred to mediation before any legal proceedings, in accordance with our Terms and Conditions.

9. Contact Us

For refund requests or enquiries, please reach us through any of the following channels:

• Registered Business Name: AKWABIZ.COM
• Support Email Address: contact@cweb.com.ng
• Support Phone Number: +234 706 705 1193 / +234 708 770 7605
• WhatsApp Support: +234 706 705 1193
• Registered Business Address: 23 Kingsley Akpabio Street, Uyo, Akwa Ibom State, Nigeria.
• Office Hours: Monday – Friday, 9AM – 6PM WAT