Refund Policy

1. Engagement cancellation tiers

Once an engagement letter is signed and a deposit is paid, our cancellation tiers apply. The exact percentages are restated in your engagement letter and prevail over this section in case of conflict.

• Cancelled before kick-off (≥ 14 days) — full refund of the deposit, less any non-recoverable third-party costs already incurred (e.g. licence registration, hardware ordered).
• Cancelled within 14 days of kick-off — 75% of the deposit is refunded, less non-recoverable costs.
• Cancelled after kick-off but before any deliverable is accepted — 50% of the deposit is refunded, less time and materials already expended.
• Cancelled after a deliverable is accepted — accepted deliverables are non-refundable. Future milestones can be cancelled per the tiers above.

2. Re-work, not refund

Where a deliverable does not meet the agreed acceptance criteria, our default remedy is re-work, not a refund. We will continue to iterate on a deliverable, at no extra cost, until acceptance criteria are met or until both parties agree the work is complete.

3. Non-refundable items

• Software licences purchased on your behalf and registered to your property.
• Hardware that has been delivered to and accepted at your property.
• Travel and per-diem costs already incurred.
• Training sessions that have already been delivered.
• Custom software once the source code or deployable artifact has been handed over and accepted.

4. How to request a refund

Send a written request to info@signature-solutions.com with the engagement letter reference and the reason for the request. We acknowledge the request within 2 business days and aim to settle approved refunds within 14 business days of approval.

5. Currency

Approved refunds are settled in the original transaction currency stated on the engagement letter. Where the original payment was in NGN, refunds comply with the Central Bank of Nigeria’s prevailing foreign-exchange rules. Where the original payment was in USD or another currency, the refund is processed via the same gateway/channel.

6. Disputes

If we cannot agree on a refund position, the dispute-resolution clause in your engagement letter applies. By default, that is mediation under the rules of the Lagos Multi-Door Courthouse, with arbitration as a fallback.