Refund & Cancellation Policy

This Refund & Cancellation Policy explains how cancellations, refunds, deposits, project payments and related matters are handled when engaging OOVA Labs Services Limited ("OOVA Labs", "OOVA", "we", "us" or "our") for professional services. This Policy operates together with the applicable proposal, quotation, statement of work, service agreement or other written agreement governing a project. Where a project-specific agreement contains different commercial terms, those terms apply to that engagement to the extent permitted by applicable law. Nothing in this Policy is intended to exclude or restrict a right or remedy that cannot lawfully be excluded.

OOVA Labs may require an upfront deposit, commencement payment, retainer or first milestone payment before work begins. The amount and payment structure will be stated in the applicable proposal, invoice or agreement. Once work has commenced, amounts corresponding to work already performed, resources reasonably committed to the project, approved third-party expenses or completed project stages are generally not refundable except where required by applicable law or expressly agreed otherwise.

A client wishing to cancel a project before work begins should notify OOVA Labs in writing as soon as reasonably possible. Where no substantive work has commenced and no non-recoverable costs have been incurred, OOVA Labs will assess whether all or part of the commencement payment is refundable. Reasonable administrative, planning, reservation or third-party costs already incurred may be deducted where legally permissible and appropriately disclosed.

A client may request cancellation after work has commenced. The client remains responsible for work completed up to the effective cancellation date, completed or substantially completed milestones, approved expenses already incurred, non-refundable third-party charges, commitments reasonably made specifically for the project, and other amounts properly due under the governing agreement. Where payments received exceed the amount properly due following cancellation, any refundable balance will be calculated and returned in accordance with the applicable agreement and law.

Payments attached to completed and accepted milestones are ordinarily not refundable merely because the client later changes direction, decides not to use the work or terminates the wider project. This does not affect any legal right the client may have where services have materially failed to meet agreed requirements or applicable legal standards.

Where a project becomes inactive because required feedback, content, approval, access or other client responsibilities have not been provided, OOVA Labs may suspend the project in accordance with the applicable agreement. Suspension or inactivity does not automatically create a right to refund for work already performed. The applicable agreement may provide additional provisions concerning prolonged inactivity, rescheduling or project reactivation.

Payments made or committed to third parties specifically for a client project may include hosting, domains, software, licences, stock assets, fonts, APIs, subscriptions, printing, production or other external services. Refundability of those amounts depends on the terms of the relevant provider. OOVA Labs will not represent a third-party charge as refundable where the provider does not permit a refund.

If a client reasonably believes that delivered services materially fail to meet the agreed scope or applicable standards, the client should notify OOVA Labs and provide sufficient information for the issue to be assessed. Where appropriate, OOVA Labs may first be given a reasonable opportunity to correct a remediable problem. Where correction is not reasonably possible or does not provide an appropriate remedy, a refund, partial refund, credit or other remedy may be provided where required by the applicable agreement or law.

Approved refunds will be returned through a reasonable payment method. Processing times may vary depending on the payment provider, financial institution, currency, transaction method and other circumstances outside OOVA Labs' direct control. OOVA Labs will communicate any material deductions or calculations relevant to an approved refund.

Clients are encouraged to contact OOVA Labs first where there is a genuine billing or service dispute so that the matter can be investigated and, where possible, resolved. Nothing in this provision restricts a client's lawful rights regarding their financial institution, payment provider or applicable consumer-protection authority.

Nothing in this Policy removes, limits or overrides rights that a client or consumer may have under the Federal Competition and Consumer Protection Act, applicable Nigerian law or other mandatory consumer-protection legislation. Where mandatory law provides a greater right or remedy than this Policy, the mandatory legal requirement prevails.

OOVA Labs may update this Policy periodically. The version applicable to a project will be considered together with the agreement and commercial terms governing that engagement.

Cancellation, refund or payment-related requests should be submitted to OOVA Labs Services Limited using the official contact details stated on our website, invoice or governing project agreement.