Refund, Cancellation and Service Remedy Policy

Purpose and scope

This Policy applies to payments made directly to the relevant ARFET Global Consultancy Services Ltd (“ARFET”) contracting entity for education, tutoring, training, consulting, IT projects and other services covered by the customer's agreement.

The policy must be read together with the applicable enrolment terms, quotation, invoice and service agreement.

Where a specific written agreement provides additional rights or a more favourable remedy, those provisions shall be honoured where applicable.

Nothing in this Policy removes a consumer right or remedy that cannot lawfully be excluded.

Clear disclosure before payment

Before accepting payment, ARFET shall disclose, as applicable:

• The service being purchased;
• The total price and currency;
• Any recurring or instalment payment obligation;
• The expected start date and delivery schedule;
• Third-party charges not included in the price;
• The applicable cancellation and refund conditions; and
• Any service-specific restrictions.

Customers should receive a transaction record or receipt after payment is confirmed.

General refund principles

Refund eligibility depends on the service, its delivery status, the reason for cancellation and applicable law.

ARFET shall assess refund requests fairly and consistently.

The description of a fee as “non-refundable” does not override a statutory refund right or excuse a failure to deliver services as agreed.

Education and training programmes

Before the programme starts: A customer may request cancellation and a refund. ARFET shall assess the request against disclosed enrolment terms, costs already incurred, applicable cancellation rights and the circumstances of the case.

After the programme starts: Refunds may be assessed based on the unused portion of the service, services already delivered, legitimate non-recoverable costs disclosed in advance and applicable legal requirements.

Monthly or term-based programmes: Future billing should stop when a valid cancellation takes effect, subject to the agreed billing cycle and applicable law. Prepaid amounts must be assessed under the applicable refund terms.

Admission or administration fees: These may be retained only where the charge was clearly disclosed in advance, represents a lawful charge for an applicable service or cost, and retention is permitted by law.

Examination and third-party fees

Where customers pay an external examination board, university, embassy, travel provider or other independent institution directly, that institution's applicable refund rules ordinarily govern the payment.

Where ARFET collects a third-party fee as an authorised intermediary, the agreement must explain who holds the funds, whether the payment has been remitted and how refunds are handled.

ARFET shall not promise reimbursement of third-party fees that it does not control. Any amount received and retained by ARFET must be accounted for accurately.

1. IT, consulting and business projects

For project-based services, the signed quotation or statement of work should specify milestone payments, deliverables, cancellation charges and acceptance criteria.

Where a project is cancelled, ARFET shall assess work completed, amounts already paid, unperformed deliverables, documented commitments and any applicable contractual or statutory remedies.

A refund calculation must not include arbitrary penalties or charges prohibited by law.

Where ARFET materially fails to provide an agreed service, it shall consider appropriate correction, completion, replacement arrangements, a proportionate refund or another remedy required by the contract or law.

Service cancellation or non-delivery by ARFET

If ARFET cancels a paid programme or is unable to deliver a material part of the contracted service, it shall notify affected customers promptly.

Depending on the circumstances, the customer may be offered:

• A suitable alternative date or service;
• A transfer to another programme with appropriate agreement;
• A credit, where voluntarily accepted; or
• A full or proportionate refund where required by law or contract.

An alternative arrangement shall not be imposed where a refund or another remedy is legally required.

Refund exclusions and limitations

A refund may be refused or reduced where the applicable terms lawfully permit it, for example where the contracted service has been fully delivered and no refund right applies.

A refund shall not automatically be denied merely because:

• A customer did not achieve a desired examination result;
• An external university, examination board or government authority made an unfavourable decision;
• A customer changed their mind after receiving a service; or
• The published fee schedule describes all fees as non-refundable.

Each request must be assessed under the actual contract, the facts and applicable law.

How to request a refund

Send a request to info@arfet-global.com.ng with:

1. Customer or student name;
2. Programme or service purchased;
3. Date and amount of payment;
4. Receipt or transaction reference;
5. Reason for cancellation or refund; and
6. Any supporting documents.

ARFET may request additional information reasonably required to assess the claim.

Processing times

ARFET should acknowledge a refund request within three business days and aim to provide a decision within ten business days after receiving the necessary information.

Approved refunds should ordinarily be initiated within ten business days of approval, subject to payment-provider and banking processes. If a delay occurs, the customer should be informed.

Where applicable law prescribes a shorter or otherwise different deadline, that legal requirement takes precedence.

Complaints and escalation

A customer who disagrees with a decision may request an internal review by management.

Customers retain the right to seek assistance from the Federal Competition and Consumer Protection Commission or another competent authority, or to pursue other remedies available under law.

Policy changes

The refund terms disclosed at the time of purchase shall apply to that transaction, subject to any lawful variation and any mandatory legal rights.