Refund Policy

This policy covers two different things: refunds for what you pay SHUP8, and refunds for what your customers pay you.

1. Refunds for SHUP8 subscriptions

• You can cancel any paid plan at any time in your admin panel. Cancellation stops future renewals; you keep paid features until the end of the period you paid for.
• Subscription fees are generally non-refundable, including for partial periods, except where the law requires otherwise. [Option: a full refund on request within 7 days of your first paid charge, if you have not violated our policies.]
• If we charge you in error (for example a duplicate charge), we will refund the difference after you tell us within 30 days. Email [email protected] with the transaction reference.
• If we end your paid plan without cause, we will refund the unused part of the current period.
• Refunds go back to the original payment method and may take several business days to appear.
• Domain registration or renewal fees paid to third parties are not refundable by us.

2. The SHUP8 processing fee

The processing fee on online transactions is charged by split payment at the time of the sale. When you refund a customer, the treatment of the processing fee and of the Payment Provider’s fees follows the rules shown in your admin panel and the provider’s own rules. Fees may not be returned where the provider does not return them.

3. Refunds between you and your customers

SHUP8 is not the seller. Your customers’ returns, refunds, replacements and complaints are between you and them. As a merchant you must:

• publish a clear return and refund policy in your shop before checkout;
• honour that policy, and the rights your customers have under Nigerian consumer protection law, including for goods that are faulty, not as described, or not delivered;
• refund promptly (we suggest within 7 business days of agreeing a refund) to the same method the customer used where possible;
• keep records of orders, delivery and refunds.

4. Chargebacks and disputes

If a customer disputes a payment with their bank or the Payment Provider, you are responsible for responding with evidence and for the amount and any related fees if the dispute is lost. We may pass relevant order information to the provider to help resolve it. We may suspend a shop with an unusually high rate of disputes.

5. Customers: how to get a refund

If you bought from a SHUP8 shop, contact the shop owner first using the details on their store. If the shop does not respond, you can tell us at [email protected]. We cannot refund you ourselves, but we may act against merchants who do not meet their obligations.