Refund policy

1. What this covers

This policy covers payments companies make to Metasoft Limited (RC 9918520) for ISPDock: the monthly subscription and the one-off setup fee. It does not cover payments that an internet provider’s own customers make to that provider through ISPDock. That money goes to the provider, and the provider’s own refund policy applies; please contact your provider.

2. Monthly subscription

• Subscriptions are paid monthly in advance and are not refunded, in full or in part, including for a month you stop using part-way through.
• You can cancel at any time by emailing hello@ispdock.com. Nothing more is charged after you cancel, and the service stays available until the end of the month you have paid for.
• Moving to a smaller plan takes effect from your next billing month.

3. Setup (installation) fee

The one-off setup fee is not refundable. It pays for work done for you as soon as you join: moving your customers in, connecting your equipment, setting up your addresses and email, and training your staff.

4. When we do refund

We refund in full:

• a payment taken twice for the same invoice;
• an amount we charged by mistake, or more than your invoice said;
• a charge made after you had cancelled in time.

If we end the agreement without you being at fault, or stop offering ISPDock altogether, we refund the unused part of any period you have paid for in advance.

5. How to ask for a refund

Email hello@ispdock.com within 30 days of the payment, with your company name and the invoice number. We reply within 5 business days. Approved refunds are paid to the account or card you paid from, usually within 14 business days; your bank may take longer to show it.

6. Your legal rights

Nothing in this policy takes away rights you have under Nigerian law, including the Federal Competition and Consumer Protection Act 2018.