1. How to Request Assistance
Contact info@opensourcedsl.com or 09164330424 and provide:
- your name and registered email or telephone number;
- order code, RRR or payment reference;
- product or service concerned;
- the reason for the request;
- supporting photographs, screenshots or transaction evidence where relevant.
2. Failed, Duplicate or Reversed Payments
- If your account was debited but the order remains unpaid, contact us so the transaction can be verified.
- A pending transaction may require confirmation from Remita, Paystack, Flutterwave, the bank or another provider.
- Duplicate confirmed payments will be investigated and the duplicate amount refunded where verified.
- Some failed transactions are reversed automatically by the bank or payment provider and may not require a merchant refund.
3. Physical Products
Eligible return situations
A return, replacement or refund may be available where:
- the wrong product was delivered;
- the product arrived materially damaged;
- the product is defective or does not reasonably conform to its description;
- the order was paid but cannot be supplied;
- another right applies under Nigerian consumer law.
Return conditions
- Report visible damage, shortage or an incorrect item promptly after delivery.
- Keep the product, accessories, packaging, serial-number labels and proof of purchase where reasonably possible.
- Do not continue using a product after discovering a defect where further use may cause damage or safety risk.
- We may inspect the product before approving a replacement or refund.
Change-of-mind requests
A change-of-mind return is not automatically guaranteed. Where accepted, the item must generally be unused, complete, undamaged and suitable for resale. Delivery, handling or restocking costs may apply where lawful and disclosed.
4. Digital Products
Because digital products can be accessed or copied immediately, ordinary change-of-mind refunds are generally unavailable after a download or access right has been used.
A refund, replacement file or restored access may be considered where:
- payment was confirmed but access was not provided;
- the supplied file is materially defective and cannot reasonably be corrected;
- the wrong digital product was supplied;
- a duplicate payment was verified;
- the description was materially inaccurate;
- applicable law requires another remedy.
5. Software, Consultancy and Professional Services
- Cancellation before work begins may qualify for a refund of amounts not already committed to third parties.
- Where work has begun, payment for completed work, approved milestones, reserved capacity and non-refundable third-party costs may be retained.
- Where we cannot provide an agreed service, we will offer an appropriate remedy, replacement arrangement or refund for the unperformed portion.
- Scope changes, client delays or rejection of work that meets written acceptance criteria do not automatically create a full-refund right.
6. CAC, Government and Third-Party Charges
Government filing fees, newspaper publication costs, searches, payment gateway fees, domain fees, hosting, licences and other third-party charges may be non-refundable once paid or committed, unless the third party returns the money or applicable law requires otherwise.
7. Delivery Charges
Where a return results from our error, a defective product or another legally protected reason, reasonable return-delivery costs will be handled as required by law and the circumstances. Change-of-mind delivery costs may remain the customer’s responsibility where lawful.
8. Review and Processing
- We aim to acknowledge a properly documented request promptly.
- We may request additional information or inspection before deciding the request.
- Approved refunds will be sent through an appropriate method, normally the original payment channel where practicable.
- Bank and payment-provider processing times are outside our direct control.
9. Fraud and Policy Abuse
We may refuse or investigate requests involving altered evidence, unauthorized transactions, product substitution, repeated abusive returns, account misuse or other suspected fraud, while preserving applicable legal rights.
10. Complaints and Escalation
If you disagree with a decision, reply with the transaction details and reasons for review. You may also use any lawful consumer-protection, regulatory or court process available to you.
11. Contact
Email: info@opensourcedsl.com
Telephone: 09164330424
Website: opensourcedsl.com
Location: Benin City, Edo State, Nigeria