Refund Policy

1. Purpose

This Refund Policy sets out the terms and conditions governing refunds for cloud computing, hosting, storage, software, infrastructure, and other related services purchased from Layer3 Limited through the Flutterwave payment platform.

By purchasing or subscribing to our services, the customer acknowledges and agrees to the terms of this Refund Policy.

2. Scope

This policy applies to payments made for Layer3 Limited's cloud services, including but not limited to:

• Cloud computing and virtual machines;
• Cloud storage and backup services;
• Hosting services;
• Managed cloud services;
• Software and platform subscriptions;
• Cloud infrastructure and related services; and
• Other cloud-related products or services offered by Layer3 Limited.

3. General Refund Policy

Cloud services are generally provisioned immediately or within a short period after payment. Consequently, refunds are considered on a case-by-case basis, subject to the terms of the applicable service agreement, subscription plan, and this Refund Policy.

Customers are encouraged to contact Layer3 Limited promptly where they believe a refund is due.

4. Eligible Refund Circumstances

A customer may be eligible for a full or partial refund in the following circumstances:

5. Non-Refundable Circumstances

Unless otherwise agreed in writing, refunds will generally not be provided for:

• Services that have already been fully consumed;
• Cloud resources already provisioned and used by the customer;
• Data storage, computing, bandwidth, or other usage already incurred;
• Domain registrations or third-party services where the relevant provider does not permit refunds;
• Setup, implementation, migration, or professional services that have already been performed;
• Promotional, discounted, or non-refundable services where the applicable terms expressly state that they are non-refundable;
• Customer-requested suspension or interruption of services; or
• Losses arising from the customer's failure to properly configure, secure, manage, or use the cloud environment.

6. Subscription Cancellation

Customers may request cancellation of recurring cloud subscriptions by contacting Layer3 Limited through the designated customer support channel.

Cancellation will normally take effect at the end of the customer's current billing period unless otherwise agreed.

Unless expressly stated in the applicable service agreement, cancellation of a subscription does not automatically entitle the customer to a refund for the unused portion of a billing period.

Customers remain responsible for all charges incurred before the effective date of cancellation.

7. Refund Request Process

To request a refund, the customer should contact Layer3 Limited through the designated support or billing channel and provide:

• Customer/company name;
• Account or customer ID;
• Transaction reference;
• Date and amount of payment;
• Description and reason for the refund request; and
• Any relevant supporting documentation.

Layer3 Limited may request additional information where necessary to verify the transaction and determine eligibility.

8. Refund Review and Approval

All refund requests will be reviewed by Layer3 Limited's Finance and/or Customer Support teams.

Refunds will only be processed after the relevant transaction and the customer's eligibility have been verified.

Layer3 Limited reserves the right to reject a refund request where the request does not meet the requirements of this policy or the applicable service agreement.

9. Refund Method

Where a refund is approved, the refund will generally be processed through the original payment method used for the transaction, subject to the capabilities and requirements of the payment processor, including Flutterwave.

Where a refund cannot reasonably be processed through the original payment method, Layer3 Limited may contact the customer to agree on an alternative lawful refund method.

10. Refund Processing Time

Once a refund has been approved, Layer3 Limited will initiate the refund within 5–10 business days, subject to successful verification and any applicable internal processing requirements.

The time required for the refunded amount to reflect in the customer's account may depend on the customer's bank, card issuer, payment provider, or other financial institution.

Layer3 Limited is not responsible for delays caused by the customer's bank, card issuer, Flutterwave, or other third-party payment providers after the refund has been initiated.

11. Service Credits

Where the applicable cloud service agreement or SLA provides for service credits instead of monetary refunds, Layer3 Limited may issue the applicable service credit in accordance with the terms of that agreement.

Service credits may be applied against future invoices and may not necessarily be exchangeable for cash.

12. Fraudulent or Unauthorised Transactions

Where a transaction is suspected to be fraudulent or unauthorised, Layer3 Limited may suspend the relevant account or service while the transaction is investigated.

Customers should promptly notify Layer3 Limited of any transaction they do not recognise.

Refunds relating to unauthorised transactions will be subject to transaction verification and applicable legal, banking, and payment-processing requirements.

13. Changes to this Refund Policy

Layer3 Limited reserves the right to amend this Refund Policy from time to time to reflect changes in its services, payment arrangements, regulatory requirements, or business practices.

The updated policy will be made available through the Company's relevant website or customer communication channels.

14. Contact

For refund requests or enquiries relating to payments made through Flutterwave, customers may contact:

Please include your transaction reference and relevant account details when submitting a refund request.