Refund Policy

Introduction

This Refund Policy describes the terms under which CipherHQ LLC, doing business as Waaiio (“Waaiio,” “we,” “us,” or “our”), processes refunds for subscription fees, platform transaction fees, and payment gateway charges. This policy applies to all users of our Services across all operating countries (United States, Canada, Nigeria, Ghana, and the United Kingdom).

1. Subscription Refunds

1.1 Monthly Plans

Monthly subscription fees are generally non-refundable. When you cancel a monthly subscription, your access continues until the end of the current billing period. No partial refunds are issued for unused days within a billing cycle.

1.2 Annual Plans

Annual subscription fees are eligible for a pro-rated refund if you cancel within 14 days of purchase or renewal. The refund amount is calculated as the total annual fee minus the cost of any full months used at the equivalent monthly rate. After the 14-day window, annual subscriptions are non-refundable, and your access continues until the end of the annual billing period.

1.3 30-Day Trial

The 30-day trial is free. No charges are incurred during the trial period, so no refund applies. If you subscribe to a paid plan after your trial ends, the refund terms above apply from the date of your first paid subscription.

2. Platform Transaction Fees

Waaiio charges a percentage-based platform fee on transactions processed through our Services. When a refund is issued to an end customer:

• Full refund: If the business issues a full refund to the end customer, the Waaiio platform fee for that transaction is reversed in full. The reversed amount will be credited to the business’s next payout cycle.
• Partial refund: If the business issues a partial refund, the Waaiio platform fee is adjusted proportionally. For example, if 50% of the transaction is refunded, 50% of the platform fee is reversed.

3. Gateway Processing Fees

Payment gateway processing fees charged by third-party providers (Stripe, Paystack, Flutterwave, Square, and PayPal) are non-refundable. These fees are charged by the gateway at the time of payment and are not returned when a refund is processed. This is a policy of the gateway providers, not Waaiio.

This means that when a full refund is issued, the business absorbs the original gateway processing fee. We recommend that businesses factor this into their refund policies for their own customers.

4. How to Request a Refund

To request a refund, please follow these steps:

1. Email hello@waaiio.com with the subject line “Refund Request.”
2. Include your account email address and the transaction or subscription reference.
3. Describe the reason for your refund request.
4. Our team will review your request and respond within 2 business days with a determination.

5. Refund Processing Timeline

Once a refund is approved, it typically takes 5 to 10 business days for the refunded amount to appear in your account or on your payment method. The exact timeline depends on your payment gateway and financial institution:

• Stripe (US, UK, CA): 5-10 business days to the original card or bank account.
• Paystack (Nigeria, Ghana): 5-10 business days to the original payment source.
• Flutterwave: 5-10 business days depending on the payment channel.
• Square: 5-10 business days to the original card.
• PayPal: 3-5 business days to the PayPal account balance or linked funding source.

6. Country-Specific Notes

6.1 Nigeria

Refunds processed through Paystack are returned to the original payment source (bank account or card). Nigerian bank transfers may take slightly longer due to inter-bank settlement windows. Refunds are issued in Nigerian Naira (NGN).

6.2 United States

Refunds processed through Stripe are returned to the original card used for payment. If the original card has been cancelled or expired, the refund is typically routed by the card network to the replacement card or bank account. Refunds are issued in US Dollars (USD).

6.3 Canada

Refunds follow the same Stripe process as the United States. Refunds are issued in Canadian Dollars (CAD) or US Dollars (USD) depending on the original transaction currency.

6.4 Ghana

Refunds processed through Paystack are returned to the original payment source. Mobile money refunds may take additional processing time. Refunds are issued in Ghanaian Cedis (GHS).

6.5 United Kingdom

Refunds processed through Stripe are returned to the original card. UK regulations provide additional consumer protections under the Consumer Rights Act 2015. Refunds are issued in British Pounds (GBP).

7. Chargebacks

We strongly encourage customers and businesses to contact us before initiating a chargeback or dispute with their bank or card issuer. Chargebacks incur additional fees from payment processors, and we are often able to resolve issues faster through direct communication.

If a chargeback is filed and subsequently found to be invalid, the original charge may be reinstated. Repeated fraudulent chargebacks may result in account suspension or termination.

To resolve a payment dispute, email hello@waaiio.com with details of the transaction in question.

8. Business-to-Customer Refunds

Waaiio facilitates payments between businesses and their customers. Each business on our platform is responsible for setting and communicating its own refund policy to its customers. Waaiio provides the tools for businesses to issue refunds through the dashboard, but the decision to refund and the terms of that refund are the responsibility of the business owner.

If you are an end customer seeking a refund for a purchase made through a Waaiio-powered business, please contact the business directly. If you are unable to reach the business, you may contact us at hello@waaiio.com and we will attempt to facilitate communication.

9. Contact Us

For refund inquiries, please contact us:

• Email: hello@waaiio.com
• Billing: billing@waaiio.com
• Company: CipherHQ LLC (d/b/a Waaiio)
• Location: United States