Refund Policy

This policy explains when Sabi Networks Limited refunds money, when we issue a credit instead, and what is not refundable. It applies to all services ordered through this website or a signed quotation, and sits alongside our Terms of Service and your service level agreement.

Three principles run through it:

• recurring services are billed in advance, so unused whole periods can be credited or refunded;
• work already done and costs already incurred on your behalf are not refundable;
• where we miss a committed service level, the remedy is a service credit under the SLA, not a cash refund.

If a service is terminated part-way through a period that you have already paid for, the default position is that the service runs to the end of that period and no refund arises.

Where we terminate for convenience, withdraw a service line, or fail to deliver an ordered service, we credit or refund the unused portion of the prepaid charge on a day-accurate pro-rata basis from the effective date.

Where you have prepaid multiple future periods — for example an annual term paid upfront — and cancel with proper notice, we refund the whole unstarted periods after the notice period expires. Any term discount you received on those periods is recalculated, so the refund is net of the discount you would not have qualified for on a shorter term.

• setup, installation, provisioning and onboarding fees once work has started;
• IP registry and RIR fees, ASN registration and any resource fee already paid to a registry;
• cross-connects, patching, carrier installation and last-mile build costs already committed to a supplier;
• remote hands, professional services and migration time already delivered;
• connectivity, bandwidth or burst capacity already consumed, and metered overages;
• equipment, licences and hardware purchased on your instruction, which follow the vendor's return terms;
• periods during which a service was suspended for non-payment or for breach of our acceptable use policy;
• charges under a committed term where you terminate early, other than as expressly provided above.

Notice periods are set out in our Terms of Service — 30 days for monthly services and 60 days for annual or multi-year terms, given in writing through the customer portal or to your account manager. Charges continue to accrue through the notice period, and cancellation does not cancel invoices already issued for periods within it. Late notice takes effect at the end of the following period, and that period is payable.

If we miss an availability target or a response commitment, you are entitled to a service credit calculated under your service level agreement. Credits are:

• claimed within 30 days of the end of the affected period;
• applied against future invoices rather than paid out in cash;
• capped at the percentage of monthly charge stated in the SLA;
• your sole financial remedy for missed service levels.

Planned and notified maintenance, customer-caused faults, issues inside customer-controlled software, and force majeure events are excluded from credit calculations.

If we accept an order and then cannot deliver the ordered specification — capacity is unavailable, an IPv4 allocation is refused, a carrier cannot deliver the circuit — we will first offer an equivalent alternative. If none is acceptable to you, we cancel the order and refund everything paid for that service, including any setup fee, in full. Where a build has partially completed at your request, we refund the balance less the demonstrable third-party costs already committed.

Duplicate transfers, overpayments and payments made against the wrong invoice are always corrected. By default we hold the surplus as a credit on your account and apply it to the next invoice, which is the fastest route for most customers.

If you would rather have the money back, email sales@sabinetworks.com with the payment reference and we will return it. Payments made in error to us — for example a transfer intended for another beneficiary — are refunded in full once identified.

Refunds are made in Nigerian naira by bank transfer to the same account the original payment came from, in the name of the paying entity. We do not refund to third-party accounts, and we do not refund in cash or in another currency.

Approved refunds are released within 14 working days of approval, subject to receipt of the account details we need and completion of our internal authorisation. Bank settlement times are outside our control.

Where your account has any overdue balance, we set the refund off against that balance first and return only the remainder.

Every refund or account credit is documented by a credit note referencing the original invoice. VAT charged at 7.5% is reversed in the same proportion as the amount credited.

Where you deducted withholding tax on the original invoice, the refund is calculated on the net amount you actually paid us. We cannot refund tax you remitted to the Federal Inland Revenue Service — recovery of that element is between you and the tax authority, and we will supply the credit note and supporting documents you need to pursue it.

Open a billing ticket in the customer portal, or email sales@sabinetworks.com, with:

• your organisation name and account reference;
• the invoice number, order number and payment reference concerned;
• the amount you believe is refundable and the reason;
• the bank account the original payment was made from.

We acknowledge within one business day and give a decision, with our workings, within seven working days.

If you disagree with a refund decision, ask for it to be escalated to our finance lead, then to a director. Invoice disputes should be raised within 14 days of the invoice date, with the undisputed balance paid on time so the account stays in good standing. Unresolved disputes follow the escalation and arbitration route in our Terms of Service. This policy does not limit rights you may have under the Federal Competition and Consumer Protection Act.

We may update this policy as our services and billing processes change. The version in force when your charge arose is the one that applies to it, and we will give account holders at least 30 days' notice of material changes. Questions: sales@sabinetworks.com or +234 000 000 0000.