Refund and Cancellation Policy (Paystack Payments)

1. Scope

This policy applies to charges processed through Paystack in the myFacil app, including maintenance charges, facility usage fees, facility/security deposits, and penalties or other account billings.

Payments are collected by the residence or property management ("Management"). Paystack acts as a payment processor and does not decide refund eligibility.

2. Cancellation Policy

• A payment request may be cancelled only before successful payment completion.
• Once payment is successful, cancellation is handled as a refund request under this policy.
• For time-based services (for example, facility bookings), cancellation eligibility depends on Management cutoff rules.

3. Refund Eligibility

• Maintenance Fees: Generally non-refundable once posted and applied to operations.
• Penalty Charges: Non-refundable unless charged in error.
• Facility Usage Fees: Refundable only if cancelled before cutoff or where service could not be delivered.
• Deposits: Refundable subject to inspection, contractual terms, and documented deductions.
• Duplicate/Incorrect Charges: Fully refundable after verification.
• Failed but Debited Transactions: Refundable after reconciliation confirms failure.

4. Non-Refundable Situations

• Validly assessed maintenance or penalty charges.
• Late cancellation outside allowed windows.
• Failure to use a paid service where service remained available.
• Breach-related deductions allowed by policy or contract.

5. Refund Request Process

To request a refund, submit:

• Paystack transaction reference
• Account or billing ID
• Unit or residence details
• Reason for request
• Supporting evidence (if applicable)

Requests can be made via:

• In-app support
• Email: support@myfacil.com

6. Review & Processing Timelines

• Initial review decision: 3 to 5 business days
• If approved, refund initiation in Paystack: within 2 business days
• Final credit to card/account: typically 5 to 10 business days (issuer/bank dependent)

7. Refund Method

Approved refunds are returned to the original payment method used for the Paystack transaction unless otherwise required by law.

8. Partial Refunds & Deductions

Where applicable, Management may issue partial refunds (for example, administrative or damage deductions on deposits), with a clear deduction breakdown.

9. Disputes & Chargebacks

Please contact Management first before initiating a chargeback. Management may provide billing and usage records to Paystack or card schemes for dispute resolution.

10. Fraud & Abuse

Refund requests involving suspected fraud, abuse, or policy manipulation may be rejected, subject to applicable law.

11. Policy Updates

This policy may be updated periodically. Revised versions will be posted in-app and/or on the website with an updated effective date.

12. Contact

Support Email: support@myfacil.com

Nothing in this policy limits statutory consumer rights.