Refund, Cancellation and Delivery Policy
Dgazelle Digital Growth Solutions LTD Covering all Dgazelle services, including Dgazelle Digital agency services and Dgazelle AI CRM
1. About this policy
Dgazelle Digital Growth Solutions LTD (“Dgazelle”, “we”, “us”) sells two broad kinds of thing:
Agency services. Branding, web design and development, digital marketing, paid advertising, email and AI automation, audits, strategy sessions, retainers, and consulting engagements. These are delivered by people, scoped in a proposal, and priced per engagement.
Dgazelle AI CRM. A cloud based software subscription, sold on published plans, delivered instantly and automatically.
The two are billed differently, delivered differently, and therefore refunded differently. This policy covers both. Part A deals with agency services. Part B deals with Dgazelle AI CRM. Everything outside those two parts applies to both.
This policy applies to every payment made to us, in any currency, through any payment method we accept, including card, bank transfer, USSD, mobile money, and wallet payments.
It forms part of our Terms of Service and should be read alongside it and alongside our Privacy Policy. Where the Terms of Service state that fees are non-refundable, this policy sets out the specific circumstances in which we will nonetheless refund you. If the two conflict on refunds, this policy governs.
Nothing here removes any right you have that cannot be excluded under the law of your country, including, for customers in Nigeria, the Federal Competition and Consumer Protection Act 2018.
2. Summary
| What you paid for | Refundable? |
|---|---|
| Agency services | |
| Project fee, cancelled before kickoff | Yes, in full |
| Project deposit, after discovery has begun | No. It reserves your slot and covers work already done |
| Project fee, cancelled part way through | Partly. We refund the value of milestones not yet started |
| Monthly retainer, current month | No. Cancel with 30 days notice and the next month is not charged |
| Advertising budget already spent on your campaigns | No. The platform has been paid |
| Advertising budget not yet spent | Yes, in full |
| Strategy session or audit, cancelled 48 hours ahead | Yes, in full |
| Strategy session, missed without notice | No |
| Domains, hosting, licences, tools bought for you | No |
| Creative work you are unhappy with | No, but you get the revisions in your proposal |
| A specific business result we did not achieve | No. See section 6 |
| Dgazelle AI CRM | |
| Your first subscription payment, within 7 days | Yes, in full, if you have not sent significant volume |
| Subscription fees after the first 7 days | No. You keep access until the end of the paid term |
| Messaging credits, unused, within 30 days | Yes, at our discretion |
| Messaging credits already sent | No |
| Bonus, promotional, and referral credits | No. These have no cash value |
| Both | |
| Duplicate or double charge | Yes, always, in full |
| Wrong amount charged | Yes, always, in full |
| Paid for, never delivered | Yes, always, in full |
| Engagement or account ended for breach of our Terms | No |
3. Delivery
We tell you before you pay when the thing you are buying will be delivered. Here is the standard.
Dgazelle AI CRM. Delivered electronically and effectively immediately.
| What you bought | When it is delivered |
|---|---|
| A new subscription | Workspace provisioned and accessible immediately on payment, and in all cases within 1 hour |
| A renewal | Access continues without interruption |
| Messaging credits | Credited to your wallet immediately, and in all cases within 1 hour |
| Email volume add-ons | Applied immediately on payment |
Agency services. Delivered by people, on the timeline written into your proposal or statement of work.
| What you bought | When it is delivered |
|---|---|
| Scoped project work | Kickoff within 5 working days of payment. Milestones and final delivery dates are stated in your proposal |
| Monthly retainer | Work begins on the first working day of the retainer month and continues throughout it |
| Strategy session, consultation, or audit | On the date and time booked with you |
| Paid advertising management | Campaign build begins within 5 working days of payment and receipt of your assets |
| Onboarding or setup services | Scheduled within 2 working days of payment and delivered on the agreed date |
Where a project timeline depends on something we need from you, such as brand assets, content, access credentials, or approvals, the clock pauses until we have it. We will always tell you clearly when we are waiting on you.
You receive a receipt for every payment. We commit to processing every order promptly, and to telling you quickly and honestly if we cannot deliver on time.
If we fail to deliver. If you pay and we do not deliver what you paid for within the times above, or within the times in your proposal, and we cannot put it right, we refund you. This is not discretionary. See section 5.
4. The general rule
Money paid to Dgazelle is prepaid and non-refundable, except where this policy says otherwise.
For agency work, payment reserves capacity. We turn down other engagements, assign people, and begin discovery. For the CRM, payment provisions infrastructure, seats, channel connections, and AI usage, and we begin paying third party costs immediately.
Those costs are incurred whether or not you show up, log in, or send us your brand assets.
Sections 5 through 9 set out every exception.
5. When we will always refund you
In each of these cases we refund in full, without argument, and without asking you to justify yourself. This applies to both agency services and the CRM.
Duplicate or double charge. You paid twice for the same thing. We refund every charge beyond the first.
Incorrect amount. You were charged an amount different from the price agreed or shown at checkout. We refund the difference, or the whole amount if the charge should not have happened.
Charged after cancellation. You cancelled properly and were charged anyway. We refund in full.
Never delivered. You paid and we did not deliver, within the timeframes in section 3 or your proposal, and we could not fix it. We refund in full.
Unauthorised payment. A confirmed payment was made from your account or payment instrument without your authorisation. We refund in full and work with our payment provider on the incident.
Send us the transaction reference and we will correct it.
6. What we do not refund, in either part of the business
Results. We do not guarantee business outcomes, and we do not refund because an outcome did not arrive. Marketing performance, lead volume, conversion rates, sales, search rankings, advertising returns, and AI response quality all depend on your market, your offer, your pricing, your sales follow up, and platforms we do not control. We commit to the work, the standard, and the timeline. We do not sell a result, and no one honest can.
Change of mind after work has started or access has been given.
Third party costs already paid on your behalf. Advertising spend that has been spent, domain registrations, hosting, software licences, stock assets, SMS carrier fees, and WhatsApp Business Platform conversation charges. Once that money leaves us, it is gone, and we cannot recall it.
Breach. If we end an engagement or close an account because you breached our Terms of Service or Acceptable Use Policy, including sending spam or messaging people without consent, no refund is due.
Currency movement. We refund in the currency you paid, for the amount you paid. If your bank converts it back at a different exchange rate than on the day you paid, the difference is between you and your bank.
Payment processing fees. Our payment provider does not return the fee it charged to process your original payment. Where we refund you, we absorb that fee ourselves rather than deducting it from you. We mention it only for transparency.
Part A. Agency services
7. Projects, retainers, and sessions
7.1 Scoped project work
Project work is quoted in a proposal or statement of work that sets out the scope, the milestones, the timeline, and the payment schedule. Most projects are billed as a deposit up front with the balance on milestones or on completion.
Before kickoff. If you cancel before the kickoff or discovery call, and within 7 days of paying, we refund you in full.
After kickoff. The deposit becomes non-refundable once discovery begins. It reserves your place in our schedule, and discovery is real work.
Part way through. If you cancel mid project, we refund the value of any milestone that has not been started, and you pay for everything delivered or in progress. We will show you the calculation. We do not keep money for work we have not done.
Deliverables you already have. Anything already delivered and paid for is yours to keep, subject to the intellectual property terms in your contract.
7.2 Revisions, not refunds
Creative and strategic work is subjective. Your proposal states how many rounds of revision are included. If you are not happy with a deliverable, the remedy is revision, not refund. We would rather get it right than give your money back and leave you with nothing.
If, after using every included revision round, the work still does not meet the brief as written in the proposal, tell us and we will discuss a fair resolution, which may include a partial refund of that specific deliverable.
Requests that go beyond the agreed brief are new scope, not revisions, and are quoted separately.
7.3 Monthly retainers
Retainers are billed in advance for the month ahead.
- Cancel with 30 days written notice. Your retainer runs to the end of the notice period and is not charged again after that.
- The current month, once begun, is not refunded.
- Unused hours or deliverables do not roll over into the next month, and are not exchangeable for cash.
7.4 Advertising and media budgets
Where you fund advertising through us:
- Budget already spent on your campaigns is not refundable. Meta, Google, or the relevant platform has been paid.
- Budget received but not yet spent is fully refundable on request, at any time.
- Management fees follow the retainer rules in 7.3.
We hold your unspent ad budget for the purpose you gave it, and we will account for it whenever you ask.
7.5 Strategy sessions, consultations, and audits
- Cancel or reschedule at least 48 hours before your slot and you get a full refund, or a free reschedule, whichever you prefer.
- Cancel with less than 48 hours notice and we will reschedule you once at no cost, but the fee is not refundable.
- Miss the session without telling us and the fee is not refundable.
- Once an audit or written deliverable has been sent to you, it is not refundable. It cannot be un-read.
7.6 Things we buy for you
Domains, hosting, plugins, themes, software licences, stock images, and third party subscriptions bought in your name or on your behalf are not refundable, because the vendor has been paid and will not return it to us. Where the vendor does offer a refund, we will pass through whatever we recover.
Part B. Dgazelle AI CRM
8. Subscriptions and credits
Dgazelle AI CRM is a cloud software subscription. There is no physical product, so there is nothing to ship and nothing to return.
Your payment may cover subscription fees (recurring access to your workspace, seats, the omnichannel inbox across WhatsApp, Messenger and Instagram, the AI sales agent, automations and reporting), messaging credits (prepaid units consumed as you send), email sending volume, and optional add-ons such as guided onboarding or data migration.
Prices are shown on our pricing page and inside your billing section before you pay. The price you see at checkout is the price you are charged.
8.1 The seven day first payment guarantee
Many of our customers are paying for a CRM for the first time, and in our markets a subscription fee is a real commitment. So we carry the risk instead of asking you to.
If you are a new paying customer and you tell us within 7 calendar days of your first successful subscription payment that Dgazelle AI CRM is not right for you, we refund that first payment in full.
This applies once, to your first payment, on your first workspace. It does not apply to renewals, to a second workspace, or to an account that has already used the guarantee.
It does not apply if, within those 7 days, you used the account for meaningful production volume. We treat the following as meaningful volume, and we will tell you plainly if we consider you have crossed it:
- More than 500 outbound messages across all channels
- More than 200 SMS units
- A marketing email campaign to more than 500 recipients
- Importing and messaging a contact list of more than 1,000 records
This is not a trap. It stops a small number of people using the guarantee as a free bulk messaging window, which costs us carrier and platform fees we cannot recover.
8.2 After the seven days
Subscription fees are not refunded after the guarantee window. You may cancel at any time, you will not be charged again, and you keep access until the end of the period you paid for.
Quarterly and annual prepayments. Outside the 7 day window we do not normally refund. If you have a serious and genuine reason for leaving, such as your business closing, write to us. Entirely at our discretion, and as a goodwill gesture, we may refund the unused whole months remaining in your term, less any credits and add-ons already consumed. This is a discretion, not a right, and we will not exercise it twice for the same customer.
8.3 Credits
- Messaging credits already sent are not refundable. Once a message reaches a carrier, the carrier has been paid.
- Unused messaging credits may be refunded at our discretion within 30 days of purchase. After 30 days they remain usable in your account but are not exchangeable for cash.
- Bonus, promotional, and referral credits have no cash value. Free units, welcome credits, referral rewards, and founding member bonuses are never refundable or exchangeable for money.
- Email volume already consumed is not refundable.
8.4 Non-use
If you paid and never logged in, never onboarded your team, and never connected your channels, the subscription is still not refundable outside the guarantee window. Access was available to you, and the cost of providing it was incurred by us.
8.5 Platform decisions outside our control
If Meta, a carrier, a bank, or another platform we depend on restricts, rejects, or suspends your business account, phone number, or WhatsApp Business Account for reasons attributable to your conduct or your business category, we cannot refund your subscription. We will help you appeal, and we will move you to whatever channels remain open to you.
8.6 Downtime and service credits
If Dgazelle AI CRM suffers a confirmed outage caused by us, lasting more than 8 continuous hours in a calendar month, which prevented you from sending and receiving messages, we will on request apply service credit as follows.
| Confirmed downtime in a calendar month | Service credit |
|---|---|
| 8 to 24 hours | 10 percent of that month’s subscription fee |
| 24 to 72 hours | 25 percent of that month’s subscription fee |
| More than 72 hours | 50 percent of that month’s subscription fee |
Service credit is applied to your next invoice. It is not paid in cash.
This does not cover downtime caused by factors outside our reasonable control, including outages at Meta, at a carrier, at a payment provider, at your internet service provider, or in national power or telecommunications infrastructure, nor scheduled maintenance, which we announce in advance. Claim within 30 days of the end of the affected month.
Shared terms
9. Cancellation
Dgazelle AI CRM. Cancel at any time from the billing section of your workspace, or by writing to us. Cancellation stops all future charges immediately, and you keep full access until the end of the period you have paid for. We will never make you call, chat, or sit through a retention script to cancel. If the cancellation control is not working, email us and we will process it manually the same working day.
Agency retainers. Cancel with 30 days written notice by email.
Agency projects. Tell us in writing. We will stop work, show you the milestone calculation, and settle up in both directions.
Cancelling is not the same as requesting a refund. If you are also asking for a refund, say so explicitly.
10. How to request a refund
Email support@dgazelledigital.com with the subject line Refund request.
Include:
- The email address on your account, or the name on your proposal
- Your business name
- The transaction reference, or the date, amount, and currency of the payment
- Which part of this policy you are relying on, and a short explanation
What happens next:
- We acknowledge within 1 working day.
- We give you a decision within 5 working days.
- If approved, we submit the refund to our payment provider the same day.
How long the money takes to reach you depends on how you paid, and is controlled by the banking system rather than by us:
| How you paid | Typical time to receive the refund |
|---|---|
| Bank transfer or bank account | 24 to 48 business hours from submission |
| Card | 3 to 15 business days from submission |
| Mobile money or wallet | Usually within 5 business days |
Refunds go back to the original payment method wherever possible. Where that is not technically possible, we will ask you to confirm a bank account in the same name as the payer. We do not refund to a third party.
If we decline, we tell you why in plain language, citing the specific clause. You may reply and put your case again, and a human will read it.
11. Disputes and chargebacks
Please come to us first.
If you think a charge is wrong, email us before you contact your bank or file a claim with our payment provider. Almost every dispute we have seen is a misunderstanding that takes ten minutes to fix, and sections 5 through 8 already commit us to refunding what genuinely deserves refunding. We will do it faster than a bank dispute would.
We aim to respond to any refund complaint within 24 hours, and we will always tell you where you stand.
A chargeback filed without contacting us first is slow and expensive for everyone. If a chargeback is raised against a charge that is valid under this policy, we may suspend the account or pause the engagement while it is resolved, and we may decline to work with that customer again.
If you have a genuine complaint and we have failed to resolve it, you keep every right you have under the law of your country, including, in Nigeria, the right to escalate to the Federal Competition and Consumer Protection Commission.
12. Your data and assets after you leave
Dgazelle AI CRM. After cancellation your workspace is kept in a read only state for 30 days so you can export your contacts, conversations, and records. After 30 days we may permanently delete it. You may ask us to delete it sooner and we will.
Agency clients. Deliverables you have paid for are yours. We will hand over final files, access credentials, and accounts you own. Working files, internal drafts, and source assets for unpaid work remain ours.
A refund does not by itself delete your data. How we handle personal data is set out in our Privacy Policy.
13. Payment security
We do not collect, see, or store your full card details. All card payments are processed by our PCI-DSS certified payment providers, and card data is handled entirely on their systems, never on ours.
We are committed to protecting the security and privacy of everyone who pays us. We will not misuse, sell, or disclose cardholder information, and we hold our payment providers to the same standard.
14. Changes to this policy
We may update this policy from time to time. If we make a material change that reduces your rights, we will notify active customers and clients by email at least 14 days before it takes effect.
The version in force on the day you paid is the version that applies to that payment. We will never apply a less favourable version retrospectively.
15. Contact us
Dgazelle Digital Growth Solutions LTD Email: contact@dgazelledigital.com Website: https://dgazelledigital.com Product: https://dgazelledigital.com/si
We answer refund emails ourselves. There is no queue and no bot.
