Refund Policy

1. Our Commitment to You

At HembiTec (operating as Remna), we are committed to delivering high-quality web design services that meet your expectations. We understand that circumstances may change, and we strive to maintain fair and transparent refund policies.

This Refund Policy outlines the terms under which refunds may be issued for our web design and development services. By engaging our services, you agree to the terms outlined in this policy.

2. Initial Deposit

2.1 Non-Refundable Deposit

The initial deposit (typically 50% of the project total) is non-refundable. This deposit:

• Secures your project slot in our schedule
• Covers initial planning, research, and setup costs
• Compensates for the opportunity cost of declining other projects
• Covers time invested in understanding your requirements and creating initial concepts

2.2 When Deposit is Collected

The deposit becomes due and non-refundable once:

• You have approved the project proposal
• Payment has been processed
• Work on your project has commenced

3. Refund Eligibility

3.1 Eligible Circumstances

You may be eligible for a partial refund of payments made beyond the initial deposit in the following circumstances:

3.2 Non-Eligible Circumstances

Refunds will NOT be issued in the following situations:

• Change of mind: If you decide you no longer need the website or change your business direction
• Subjective dissatisfaction: If you simply don't like the design after approving mockups and concepts
• Client-caused delays: If project delays are caused by your failure to provide timely feedback, content, or approvals
• Scope disagreements: If you request features or changes beyond the agreed project scope
• Third-party issues: Problems caused by hosting providers, domain registrars, or other third-party services
• Post-launch changes: If you request a refund after the project has been delivered and approved
• Technical limitations: If certain features are not technically feasible (which we would communicate upfront)

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, you must:

1. Send a written refund request to hembitec@gmail.com
2. Include your project details (name, start date, invoice number)
3. Clearly state the reason for your refund request
4. Provide supporting documentation if applicable
5. Specify the amount you believe should be refunded

4.2 Review Timeline

We will review your refund request within 5-7 business days and provide a written response explaining:

• Whether your request has been approved or denied
• The reason for our decision
• The refund amount if approved
• The expected refund timeline

4.3 Refund Processing

If your refund is approved:

• Refunds will be processed within 14 business days of approval
• Refunds will be issued to the original payment method when possible
• You will receive a confirmation email once the refund is processed
• Please allow 5-10 business days for the refund to appear in your account (depending on your bank or payment provider)

5. Partial Refund Calculation

If you are eligible for a partial refund, the amount will be calculated as follows:

5.1 Work Valuation

The value of work completed will be determined by:

• Hours logged on your project (for hourly projects)
• Milestones completed (for fixed-price projects)
• Deliverables provided (mockups, prototypes, code, etc.)
• Our standard hourly rate for any work not covered by milestones

5.2 Minimum Refund Amount

If the calculated refund amount is less than ₦10,000 (or equivalent), no refund will be issued due to administrative costs.

6. Project Cancellation

6.1 Cancellation by Client

You may cancel your project at any time by providing written notice. Upon cancellation:

• The initial deposit is non-refundable
• You will be charged for all work completed up to the cancellation date
• Any remaining balance after deducting work completed may be refunded
• You will receive all work completed in its current state
• We retain the right to display the work in our portfolio unless otherwise agreed

6.2 Cancellation by HembiTec

We reserve the right to cancel a project if:

• Payment is significantly overdue (more than 30 days)
• You fail to provide required materials for an extended period (60+ days)
• You breach the Terms and Conditions
• The project becomes unfeasible or the working relationship breaks down

In such cases, we will provide written notice and calculate any refund due based on work completed.

7. Post-Launch Warranty

We provide a 30-day warranty period after project launch for bug fixes and technical issues related to our work. This warranty:

• Covers functionality that doesn't work as specified in the approved design
• Covers technical bugs caused by our code
• Does NOT cover new features, design changes, or content updates
• Does NOT cover issues caused by third-party services or client modifications

Note: This warranty does not entitle you to a refund, but ensures we fix legitimate issues at no additional cost during the warranty period.

8. Special Circumstances

8.1 Medical or Family Emergencies

We understand that life events can impact your ability to continue with a project. In cases of genuine medical or family emergencies:

• Please contact us immediately to discuss your situation
• We may offer to pause the project for up to 90 days
• Refund eligibility will be assessed on a case-by-case basis with compassion
• Supporting documentation may be required

8.2 Goodwill Refunds

In rare circumstances where we feel a refund is warranted despite not meeting the standard criteria, we may issue a goodwill refund at our sole discretion. This is not a guarantee and should not be expected.

9. Dispute Resolution

If you disagree with our refund decision:

1. Contact us in writing to explain your concerns
2. We will schedule a call or meeting to discuss the matter
3. Both parties will work in good faith to reach a fair resolution
4. If an agreement cannot be reached, mediation may be pursued
5. As a last resort, disputes may be referred to the appropriate legal authority

We are committed to fair dealing and will always attempt to resolve disputes amicably.

10. Payment Chargebacks

Important: If you initiate a chargeback with your bank or payment provider without first attempting to resolve the issue with us:

• We will immediately suspend all work on your project
• We will contest the chargeback with evidence of services provided
• You may be liable for chargeback fees and legal costs if the chargeback is found to be unjustified
• Future services may be declined

Please contact us first to discuss any payment concerns before initiating a chargeback.

11. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The policy version applicable to your project is the one in effect at the time of your deposit payment.

For ongoing projects, we will notify you of any material changes that may affect your rights.