We want every payment and order to be handled fairly. This policy explains when refunds may be approved for services, custom work, goods, POS/agent transactions, and payment errors.
1. How to request a refund
Email info@neduspringmartenterprises.com within the applicable period below. Include your full name, order or transaction reference, payment date and amount, service or product purchased, reason for the request, and relevant evidence. Please do not send full card details, passwords, PINs, or one-time codes.
2. Duplicate or incorrect payments
If you are charged more than once for the same order, charged an incorrect amount, or your payment succeeds after an order is cancelled, notify us within 7 days. Once verified, the excess or incorrect payment will be refunded to the original payment method where reasonably possible.
3. Creative, digital, and professional services
- Before work begins: a customer may cancel and request a refund, less any non-refundable third-party costs or administrative/transaction charges already incurred.
- After work begins: any refund will be limited to the unperformed portion of the service. Time already spent, completed milestones, purchased assets, payment charges, and other committed costs may be deducted.
- After final delivery or approval: completed, approved, downloaded, published, or fully delivered services are generally non-refundable, except where the deliverable is materially defective or does not substantially match the written agreement and we cannot correct it within a reasonable time.
- Deposits: a deposit reserves time and starts project preparation. It may become non-refundable once work or committed purchasing has begun, as disclosed in the quote or order confirmation.
4. Custom fashion items and physical goods
Custom-made, personalised, altered, worn, washed, damaged, or customer-approved items are not refundable merely because of a change of mind. If an item arrives defective, damaged, or materially different from the confirmed order, notify us within 7 days of delivery and provide clear photographs. We may repair, replace, remake, or refund the affected item after inspection. This does not limit rights that cannot lawfully be excluded.
5. POS and agent transactions
Completed cash withdrawals, transfers, deposits, bill payments, airtime purchases, or similar POS/agent transactions are final once correctly processed and value has been supplied. A refund may be available for a verified failed, reversed, duplicate, or incorrectly processed transaction.
Where your account was debited but the transaction did not complete, first allow the reversal period stated by the relevant bank or payment provider. We will assist with transaction records and escalation, but reversal timing is controlled by the relevant financial institution or payment network.
6. Non-refundable items
Except where required by law or expressly agreed otherwise, refunds are not available for:
- completed or accepted services;
- approved designs and exhausted revision rounds;
- downloaded digital files or delivered source/export files;
- custom or personalised goods without a defect;
- third-party licences, stock assets, domains, hosting, advertising spend, delivery fees already incurred, or other costs purchased for the customer;
- delays caused by missing customer content, feedback, approval, or inaccurate instructions;
- change-of-mind requests after work has begun.
7. Refund review and timing
We will acknowledge a complete refund request and aim to communicate our decision within 5 business days. Approved refunds will normally be initiated within 5–10 business days. The time for funds to appear depends on your bank, card issuer, mobile-money operator, or payment processor. Ref