Refund & Billing Policy
Review this document carefully. Print or download a dated copy for your records.
1. Pricing and payment
Business Suite primarily supports pay-per-document and pay-per-pack purchases. The applicable price and included access are shown before payment. Any business operations access, assisted service, or custom arrangement must be quoted and confirmed separately before payment.
2. Verification
Paystack payments are verified server-side. Manual transfers require an identifiable reference and may require proof of payment through the approved support channel. A transfer screenshot alone is not final confirmation.
3. Digital delivery
Payment may unlock clean export, paid AI assistance, editing, or other features attached to the selected document, pack, or separately quoted service. Your saved draft remains linked to your workspace while payment support is resolved.
4. Final-sale rule
All purchases are final and non-refundable except for the narrow exceptions below or a right that applicable law does not permit us to exclude. Generation, enhancement, analysis, entitlement, unlock, export, print, download, and allocation of consumable credits constitute digital performance.
We do not refund because a customer changed their mind, selected the wrong workflow, failed to read the description, no longer needs the output, prefers another style after delivery, supplied incomplete information, missed a deadline, or received an unfavourable decision from a third party.
5. Narrow exception cases
We review only a true duplicate charge; verified payment where no entitlement or service was delivered and remediation is unavailable; a confirmed platform failure wholly within JENECONK's control where no usable paid output was supplied; JENECONK cancellation before digital performance began; a payment-provider-confirmed unauthorised transaction; or a remedy required by non-excludable law.
Where access can be restored, an entitlement applied, a technical error corrected, a document regenerated, or replacement credits issued, JENECONK may provide that remedy instead of a cash refund where legally permitted.
6. Request process and deadline
Submit the database-backed complaint form within 7 calendar days after the affected payment or when the claimed failure became reasonably apparent. Include the account email, payment reference, amount, date, document ID, precise exception claimed, requested resolution, and redacted evidence. Never submit passwords, PINs, one-time codes, full card details, or banking passwords.
The 7-day period does not remove any longer mandatory period applicable law requires. A complaint or chargeback does not automatically create a refund right.
7. Review and provider timelines
We aim to acknowledge a complete request within 2 business days and provide an initial decision, remediation proposal, or request for evidence within 10 business days. If approved, we aim to initiate the refund within 5 business days. A bank or payment provider may then require an additional 5 to 15 business days to display the credit.
8. Mandatory rights
Nothing in this policy excludes a consumer right or remedy that applicable law makes mandatory and non-waivable. Any conflicting provision applies only to the maximum extent legally permitted.