Refund Policy

At TaxEase Nigeria, we want you to be completely satisfied with our service. This Refund Policy explains our policies regarding cancellations, refunds, and subscription management.

1. Subscription Billing

1.1 Billing Cycle

• PLUS Plan: ₦2,500 billed monthly
• PREMIUM Plan: ₦7,500 billed monthly
• Billing occurs on the same day each month (your "billing date")
• Auto-renewal unless you cancel before the next billing date

1.2 Payment Processing

All payments are securely processed through Paystack. We do not store your credit/debit card information.

2. Refund Eligibility

2.1 7-Day Money-Back Guarantee

2.2 After 7-Day Period

No Partial Refunds: After the 7-day guarantee period, we do not offer refunds for partial months of service. If you cancel mid-cycle, you retain access until the end of your current billing period.

2.3 Exceptions (Refunds Considered)

We may issue refunds outside the 7-day window in exceptional circumstances:

• Service Outage: Platform unavailable for 72+ consecutive hours
• Billing Errors: You were incorrectly charged (e.g., double billing)
• Unauthorized Charges: Someone else made charges on your account
• Feature Unavailability: Advertised features completely non-functional

To request an exception refund, email billing@taxease.ng with:

• Your account email
• Transaction details (date, amount)
• Reason for refund request
• Supporting evidence (screenshots, etc.)

3. Cancellation Policy

3.1 How to Cancel

You can cancel your subscription at any time:

1. Log in to your TaxEase Nigeria account
2. Go to Dashboard → Subscription Settings
3. Click "Cancel Subscription"
4. Confirm cancellation
5. You'll receive an email confirmation

Alternatively, email support@taxease.ng with "Cancel Subscription" in the subject line.

3.2 When Cancellation Takes Effect

3.3 After Cancellation

• Your account reverts to STARTER tier
• Premium features become unavailable
• You can still access starter features (limited AI chat, calculators)
• Your data is retained for 90 days (in case you resubscribe)
• You can resubscribe at any time

4. Failed Payments and Account Suspension

4.1 Payment Failures

If your payment method fails:

• Day 1: Email notification with retry link
• Day 3: Second retry attempt (automatic)
• Day 7: Final retry attempt
• Day 10: Subscription suspended, reverted to STARTER tier

4.2 Reactivation

To reactivate a suspended subscription:

• Update your payment method
• Click "Reactivate Subscription" in your dashboard
• Pay outstanding balance (if any)
• Access restored within 1 hour

5. Refund Process

5.1 How Refunds Are Issued

• Method: Refunds are issued to original payment method via Paystack
• Timeline: 5-10 business days for funds to appear
• Currency: Nigerian Naira (₦)
• Confirmation: Email notification when refund is processed

5.2 Refund Timeline

6. Non-Refundable Items

The following are NOT eligible for refunds:

• Subscription fees after the 7-day guarantee period
• One-time AI profile analysis reports
• Exported PDF reports
• Services already consumed (AI chat messages used)
• Voluntary cancellations mid-cycle
• Account terminations due to Terms of Service violations

7. Upgrade/Downgrade Policy

7.1 Upgrading (STARTER → PLUS → PREMIUM)

• Upgrade takes effect immediately
• Pro-rated charge for remaining days in current cycle
• Next billing at new rate on your billing date
• Instant access to new tier features

7.2 Downgrading (PREMIUM → PLUS → STARTER)

• Downgrade takes effect at end of current billing period
• No refund for current period
• You retain current tier access until billing date
• New (lower) tier features apply after billing date

8. Chargeback Policy

Important: If you initiate a chargeback with your bank without contacting us first, your account will be immediately suspended pending investigation.

If you have a billing dispute:

1. Contact us first: Email billing@taxease.ng
2. Provide details: Transaction date, amount, issue
3. Allow 3 business days: For investigation and response
4. Resolution: We'll issue refund if error confirmed

Chargebacks incur processing fees and may result in permanent account closure.

9. Data After Cancellation

9.1 Data Retention

• 0-30 days: All data fully retained (easy resubscription)
• 30-90 days: Account archived, data accessible on request
• After 90 days: Data permanently deleted (cannot be recovered)

9.2 Data Export

Before canceling, you can export your data:

• Go to Dashboard → Account Settings → Export Data
• Download your calculation history, profile data, chat logs
• Format: PDF or CSV

10. Contact Us for Refund Requests

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with updated "Last Updated" date. Material changes will be communicated via email.