1. Scope
This policy applies to digital products, software development, consulting, AI, design, support, and related services supplied by Sankofa Tech Labs. A signed proposal, statement of work, or written service agreement may contain more specific terms and will take priority where it differs from this general policy.
2. Before work begins
If a client cancels before work begins, we will review the payment and refund any amount that has not been applied to completed discovery, preparation, committed resources, or non-refundable third-party costs. The applicable proposal may describe a deposit or reservation fee that is not refundable once resources have been committed.
3. During a project
Project payments cover agreed milestones and work completed. Amounts for completed milestones, accepted deliverables, time already spent, or approved expenses are generally not refundable. If a client pauses or cancels a project, we will provide a clear summary of completed work and any outstanding committed costs.
If an agreed deliverable has a material issue, contact us promptly so we can investigate and, where appropriate, correct the issue or agree another reasonable remedy.
4. Third-party costs
Fees paid to third-party providers, including hosting, domains, software licences, cloud services, payment processors, and other external tools, are subject to the provider's own terms and may not be refundable by Sankofa Tech Labs.
5. Payment issues
For failed, duplicated, reversed, or disputed transactions, contact us first at [email protected] with the transaction date, amount, and reference. If Paystack processed the transaction, Paystack's payment, reversal, and dispute processes may also apply.
We ask clients to contact us before initiating a chargeback where possible so we can investigate the issue and respond with the relevant records.
6. How to request help
Send a written request to [email protected]. Include your name, organization, project or invoice reference, payment date, the issue, and the resolution you are requesting. We will review the request and respond with the next steps.
Sankofa Tech Labs is based in Accra, Oyibi, Edt Borquaye Tetiakor St., Ghana. Phone: +233 55 320 4322 or +233 57 383 6443.