Refund Policy

1. Overview

Topnet Technologies Limited provides the following categories of products and services, each with its own refund terms:

• Project-based services (website design, web development, mobile app development, UI/UX design)
• Software-as-a-Service (SaaS) subscriptions (including TopNet EMR)
• Ongoing maintenance and support retainers
• Domain registration and hosting management fees

Because our work involves significant professional time and resources committed from the moment a project begins, refund eligibility varies by service type as described below.

2. Project-Based Services

Project-based services include website design, web application development, mobile app development, UI/UX design, SEO, and other bespoke digital work delivered under a signed proposal or Statement of Work.

2.1 Deposit Payments

A deposit (typically 50% of the total project fee) is required before work commences on any project. Deposits are non-refundable. This is because the deposit compensates Topnet for the time, planning, and resources committed to your project from the date of payment, including project scoping, team allocation, and initial design or development work.

2.2 Milestone and Balance Payments

Where a project uses milestone-based billing, payments made at each milestone are non-refundable once that milestone has been delivered and approved — in writing or by email — by the Client.

The final balance payment, due upon project completion, is non-refundable once the completed deliverables have been handed over to the Client.

2.3 Client-Initiated Cancellation

If a Client cancels a project after work has begun:

• The deposit paid is non-refundable.
• The Client is responsible for payment in full for all work completed up to the date written cancellation notice is received by Topnet.
• If the total value of work completed exceeds the deposit amount, Topnet will issue an invoice for the balance, which is due within fourteen (14) days.
• Topnet will deliver all completed work files upon receipt of all outstanding payments.

2.4 Topnet-Initiated Cancellation

If Topnet is unable to deliver a project due to circumstances within our control and no work has been commenced, a full refund of the deposit will be issued within fourteen (14) business days.

If some work has been completed, Topnet will refund the deposit less a fair fee for the work completed, calculated at our standard hourly rate and evidenced by a work summary provided to the Client.

2.5 Dissatisfaction with Deliverables

Our proposals and contracts include a defined revision process. If you are not satisfied with a deliverable, we strongly encourage you to raise concerns during the revision period rather than after formal approval. Once a deliverable has been approved in writing by the Client, refunds will not be issued on the basis of a change of preference or direction.

If you believe Topnet has materially failed to deliver what was agreed in the signed SOW, please see Section 6 (When Refunds Are Considered) and Section 9 (Disputes).

3. SaaS Subscriptions (including TopNet EMR)

3.1 Free Trial

Where a free trial period is offered (for example, the 14-day free trial for TopNet EMR), no payment is taken during the trial period and therefore no refund is applicable. You may cancel before the trial ends without any charge.

3.2 Monthly Subscriptions

Monthly subscription fees are charged at the beginning of each billing cycle and cover the full calendar month ahead. Monthly subscription fees are non-refundable. If you cancel a monthly subscription, your access continues until the end of the current billing period. You will not be charged for subsequent months, but no refund will be issued for the current month.

3.3 Annual Subscriptions

Annual subscription fees are charged upfront for a full twelve-month period.

• If you cancel an annual subscription within 14 days of your first annual payment (and have not yet used the service beyond initial setup), you may request a full refund. This is a goodwill period for new annual subscribers who change their minds before actively using the platform.
• Cancellations made after the 14-day goodwill period will not be refunded. Your access will continue until the end of the annual subscription period.
• Renewals of annual subscriptions are non-refundable once processed.

3.4 Price Changes

If Topnet increases subscription pricing, existing subscribers will be notified at least 30 days before the change takes effect at their next renewal. If you do not wish to continue at the new price, you may cancel before your renewal date.

3.5 Account Termination by Topnet

If Topnet terminates a subscription account due to a breach of our Terms and Conditions, no refund will be issued. If Topnet terminates an account for a reason that is not attributable to the Client (e.g. discontinuation of the product), a pro-rated refund for the unused portion of a paid subscription will be issued.

4. Maintenance & Support Retainers

Monthly maintenance and support retainer fees are non-refundable once the billing period has commenced, as resources are allocated and reserved for the Client at the beginning of each period.

Retainer agreements may be cancelled by providing written notice at least thirty (30) days before the next billing date. Cancellations with less than 30 days' notice will be charged for the subsequent month.

5. Domain Registration & Hosting Management Fees

Fees paid for domain registration are non-refundable, as they are passed directly to the domain registry upon registration. Similarly, hosting fees paid to third-party providers on behalf of a Client are non-refundable under those providers' own terms.

Where Topnet charges a management fee for administering hosting or domain services on behalf of a Client, that fee is non-refundable once the service period has commenced.

6. When Refunds Are Considered

Despite the general policy above, Topnet will consider a refund or partial credit in the following circumstances:

6.1 Material Service Failure

If Topnet has materially failed to deliver the services agreed in a signed SOW — meaning a significant portion of the agreed work has not been delivered and Topnet has been given reasonable opportunity to remedy the failure — we will work with you to reach a fair resolution, which may include a partial refund for undelivered work.

6.2 Duplicate Payment

If you are accidentally charged twice for the same invoice or subscription period, we will refund the duplicate charge in full within seven (7) business days of the error being confirmed.

6.3 Overcharge

If you have been charged an amount that exceeds what was agreed in your proposal or subscription plan, we will refund the difference within seven (7) business days of the error being identified.

6.4 Technical Error

If a payment is processed in error due to a fault in our payment system, we will investigate and refund the erroneously charged amount promptly.

7. Refund Process

To request a refund, please follow these steps:

1. Contact us in writing at info@topnet.ng with the subject line "Refund Request — [Your Name / Company]".
2. Include in your request: your full name, company name (if applicable), invoice number or subscription reference, the amount in question, the reason for the request, and any supporting documentation.
3. We will acknowledge your request within two (2) business days and provide a response within ten (10) business days.
4. Approved refunds will be processed to the original payment method within fourteen (14) business days of approval. Bank transfer refunds may take an additional 3–5 business days to appear in your account depending on your bank.

8. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or card provider. We are committed to resolving disputes fairly and promptly, and direct communication is always the fastest route to a resolution.

If a chargeback is initiated without prior communication, Topnet reserves the right to:

• Suspend or terminate any active services or subscriptions immediately.
• Contest the chargeback by providing evidence of service delivery to your card provider.
• Pursue recovery of any funds charged back where we believe the chargeback is not justified.

9. Disputes

If you are unhappy with a service outcome or believe you are entitled to a refund under this Policy, we ask that you first contact your project manager or our main contact at info@topnet.ng to discuss the matter.

Topnet is committed to resolving all genuine complaints fairly. If a resolution cannot be reached through direct communication, either party may refer the matter to a mutually agreed mediator or pursue remedies available under Nigerian law.

Nothing in this Refund Policy limits your statutory rights under the laws of the Federal Republic of Nigeria.

10. Contact Us

For refund requests, billing queries, or any questions about this Refund Policy: