Refund Policy

INTRODUCTION

This Refund Policy (the "Policy") outlines your rights regarding refunds for services purchased from AfriCred Technology Services Limited ("AfriCred"), via our website, mobile application or through communication with a certified and authorized AfriCred Student Advisor (together referred to as the "Platform"). It also details the procedure, rules and guidelines for processing refunds. This Policy applies to the services provided by AfriCred, including admission processing, visa application assistance, tuition remittance facilitation and access to educational loan products from partnered lenders (upon request) ("the Services").

By using our Platform and Services, you confirm that you have read, understood, and agree to be bound by this Refund Policy, our Terms and Conditions, and any other applicable policies available on our website. Please review this Policy carefully to understand your rights and the requirements for processing refunds.

  1. REFUND ELIGIBILITY CRITERIA

    Please note that refunds are granted only under the following circumstances:

    1. Overpayment: Refunds will be issued for any overpayment verified by AfriCred.
    2. Duplicate Payment: Refunds will be issued for verified duplicate payments for the same service.
    3. Service Non-Initiation: If AfriCred is unable to initiate the agreed service due to unforeseen circumstances or internal issues.
    4. Non-Rendered Service: If payment is made, but the service is not rendered within the agreed time frame, typically within 3 (three) months after payment.
    5. Non-Eligible Profile: If the client's profile is deemed ineligible for admission to partnered universities, the Service fee paid by the client will be refunded. This includes situations where the client's profile is deemed ineligible for loan-funded universities.
    6. Visa Service Fees: If a sales advisor collects the visa service fee in advance and the student does not reach the visa application stage, the visa service fee will be refunded. However, the admission fees will be retained.
  2. NON-REFUNDABLE FEES

    The following fees are non-refundable:

    1. Service Access Fee: The initial service access fee for counseling and application initiation, where applicable.
    2. Application Processing Fees: Fees paid for university applications, visa facilitation, or loan processing once commenced.
    3. Services Rendered: Fees associated with completed services, including profile evaluation, document preparation, and application assistance; for university admission, visa or loans.
    4. Visa Denials: Refunds are not issued if services have been rendered but the visa is denied. Visa decisions are made by the embassy and are outside of AfriCred's control.
    5. Student Withdrawal: Fees are non-refundable if a student withdraws after AfriCred has commenced the application process. This includes but is not limited to withdrawals due to personal reasons, funding issues, loan funding disapprovals, or acceptance to another institution.
  3. EXCEPTIONS

    Refunds may be considered in exceptional circumstances, subject to AfriCred's evaluation of the client's complaint and supporting documentation. Approval is solely at AfriCred's discretion and is limited to the following cases:

    1. Student Withdrawals: If a client withdraws and provides verifiable communication from the school, AfriCred will refund the tuition fees minus applicable service and processing fees.
    2. Third-Party Service Eligibility: If a client is ineligible for funding or loan assistance based on their profile, due to an inaccurate assessment by AfriCred's Advisor.
    3. Special Cases: Refunds may be issued under exceptional circumstances, as determined by AfriCred, in the following situations:
      1. Where AfriCred identifies instances of misconduct, gross negligence by an authorized and certified AfriCred Advisor, a refund may be granted to address the client's concerns; and/or
      2. Where upon evaluation of the client's complaint and supporting documentation, AfriCred determines that a refund is warranted. In such case(s), the refundable portion of the fees will be calculated based on internal evaluation processes. AfriCred will assess the extent of work completed by the Advisor at the time of the refund request relative to the payment made to ascertain the appropriate refundable amount.
  4. REFUND REQUEST PROCESS

    Refund requests must be sent in writing to compliance@africred.org with the subject "REFUND REQUEST", accompanied with documentary evidence, within 7 (seven) days of the payment date.

    • Required Documentation:
      • Proof of payment (e.g., bank statement, transaction receipt)
      • A detailed description of the issue or reason for the refund request
    • Investigation and Verification:

      AfriCred will investigate and verify refund eligibility within twenty-one (21) business days.

      In certain exceptional cases, AfriCred may evaluate complaints to determine the refundable portion of fees paid. Before processing any refund, AfriCred will consider the degree of work completed by the Advisor at the time of the refund request, relative to the payment of the fee, to ascertain the appropriate refundable amount.

    • Processing and Refund Mode:
      • Approved refunds will be processed within twenty-one (21) business days, subject to confirmation, and an email of this confirmation will be sent to the client.
      • Refunds will be made via the original payment method used by the Client, unless otherwise specified.
  5. REFUND TIMELINE

    A full refund is available if the Student Advisor has not begun the service and cancellation is requested within six (6) hours of payment. Refunds requested more than 24 (twenty-four) hours after payment are subject to a daily refund charge of 3% of the service fee. All other applicable timelines are as outlined above.

  6. CONDITIONS FOR REFUND DENIAL

    Refunds will not be issued under the following conditions:

    1. Failure to utilize the service due to the Client's error or change of mind after payment.
    2. Non-compliance with documentation requirements.
    3. Late submission of the refund request, beyond the stipulated timeline.
    4. Payments made to non-designated AfriCred accounts or third-party platforms.
  7. IMPORTANT NOTES
    1. Refunds are strictly limited to AfriCred's service fees and exclude payments made to universities, embassies, or other third parties.
    2. Clients must adhere to all stipulated timelines for initiating refund claims and provision of necessary documentation.
    3. Refunds will not be issued where the provision of the requested services have commenced or where the Services have been rendered.
    4. Refund requests made through unofficial channels will not be entertained.
    5. While AfriCred ensures reasonable review of all requests, approval of refunds are at AfriCred's sole discretion based on this Policy.
  8. CHANGES TO THE POLICY

    AfriCred reserves the right to modify this Refund Policy at any time. Clients are advised to review the latest version of the policy on AfriCred's website. AfriCred remains committed to ensuring clients' satisfaction, transparency and fairness in service delivery, while delivering these services with ethical and professional standards.

  9. GOVERNING LAW AND DISPUTE RESOLUTION

    This Refund Policy shall be governed and construed in accordance with the laws of the Federal Republic of Nigeria. Disputes will be resolved in Nigeria via alternative dispute resolution (negotiation, mediation) in Nigeria, and as a last resort in the courts of Nigeria.

  10. CONTACT

    If you have questions on how to initiate your refund or you require any further assistance, please contact us at +2349035041013 or send an email to compliance@africred.org, copying partner@africred.org with the subject "SUPPORT FOR COMPLAINT AND REFUND".