Paystack-funded services are covered
This policy applies to prepaid Instant Engagements and governed Service Products supplied by Stemma, whether paid through Paystack or another approved method. It applies to the payment linked to the accepted quotation and engagement reference.
An abandoned, expired, cancelled, failed or unverified checkout is not a completed payment and does not require a refund. If funds appear to have left your account despite an unverified status, contact us with the transaction and engagement references so that EngOS and the provider record can be reconciled.
When the accepted product provides a full refund
Every governed Service Product must state its refund rule before acceptance. A full refund applies only where the accepted product policy, accepted quotation, written change or applicable law provides for it. Under a product policy stating “full refund before the cancellation cutoff,” the rule applies when:
- the cancellation request is recorded before the cutoff displayed in the accepted Service Product; and
- the governed delivery has not taken place.
The accepted quotation's product-specific policy controls the cutoff and outcome. Where it states a 24-hour cancellation notice period, the request must be recorded at least 24 hours before the confirmed delivery start. A suspected duplicate, overpayment or provider error is reconciled separately against the transaction and engagement records rather than treated as a service cancellation.
Requests after the cutoff
A cancellation inside the displayed notice period is not automatically refundable. It enters governed Lead review. Stemma considers the accepted product policy, preparation or delivery already performed, committed engineer time, recoverable third-party costs, the reason for cancellation and whether a reasonable reschedule or credit is appropriate.
The result may be a full refund, partial refund, credit, reschedule or no refund. Any exception and financial adjustment must be expressly approved and recorded. A refund or credit can never exceed the total accepted for the affected quotation.
Missed confirmed delivery
A client no-show is governed by the charge percentage displayed for the accepted Service Product and may be charged up to 100% where that is the stated policy. A refund following a no-show is not automatic and requires a separately governed exception. Contact us promptly if exceptional circumstances prevented attendance.
How to ask for a refund
Email [email protected] with the subject “Refund request” and include the engagement reference, payer name, business email address, Paystack or other payment reference, reason for the request and whether you prefer a reschedule where available. Do not send card, bank-login or one-time-password details.
The request time recorded by Stemma is used to assess the cancellation cutoff. We may request evidence needed to match the payment, verify authority or evaluate an exception.
Amount, method and provider timing
Once approved, Stemma records the refund or credit against the accepted quotation in EngOS and processes it through the appropriate governed payment and accounting route. The adjustment must use the accepted currency and cannot exceed the accepted total. Identity, authority and transaction-matching checks may be required.
Where the payment route involves Paystack, the receiving bank, card or payment network, those providers may control the time between a processed adjustment and funds appearing in the payer's account. Stemma does not promise a fixed external processing period and will communicate the available reference or status.
Cancellation and refund are separate records
Submitting a cancellation does not itself prove that a refund has been approved or paid. The Cancellation Policy determines the delivery or booking outcome; this Refund Policy determines the financial outcome. Both form part of the Terms of Service.
Nothing in this policy removes any non-waivable remedy available under applicable law. Contact [email protected] before initiating a payment dispute so we can reconcile the governed engagement and transaction records.