REFUND AND CANCELLATION POLICY

Last updated: 12/05/2025

This Refund and Cancellation Policy (hereinafter “the Policy”) describes the terms applicable to payments, cancellations, refunds, and disputes related to products and services provided by Nematek Solutions.
By placing an order or requesting a service from Nematek Solutions, the client acknowledges having read, understood, and fully accepted the terms of this Policy.

  1. General payment conditions

1.1 Payment obligations

Payments related to products, technical services, IT services, training, subscriptions, or any other service provided by Nematek Solutions are due according to the schedule communicated to the client. Payments may take the form of a single payment, installments, or recurring payments.

Recurring payments are due on the 1st of each month. If a payment is not received in full before the 5th of the month, late fees of at least $20 will be charged.

  • Failure to pay within the required timeframe may result in suspension or termination of the service.

Payment must be made before delivery, execution, or access to the service is opened, unless otherwise agreed in writing. Any late payment may result in immediate suspension of the service, without any compensation owed by Nematek Solutions.

1.2 Authorization of automatic payment

When the client uses an electronic or mobile payment method (Mobile Money, card, payment gateway, etc.), they authorize Nematek Solutions to debit this payment method for any subsequent invoice related to the ongoing service, unless revoked in writing.

1.3 Payment disputes

The client agrees to contact Nematek Solutions BEFORE initiating any dispute procedure with a bank, mobile operator, or payment provider.

Any abusive or unfounded dispute may result in:

  • immediate suspension of the account or associated services;
  • application of administrative fees up to 50,000 FCFA to cover dispute management costs.
  1. Refund policy

2.1 New or refurbished IT products

Refurbished or opened products are neither returned, exchanged, nor refunded, in accordance with industry practices and the nature of refurbished equipment.

Payments made for the purchase of equipment are final and non-refundable.

In case of a proven initial technical defect, and only in such case, Nematek Solutions may offer repair, replacement, or an appropriate commercial solution, at its sole discretion.

2.2 IT services, consulting, cloud, cybersecurity, and DevSecOps

Payments related to IT service provisions are final and non-refundable, including when services have been started or scheduled but not used by the client.

No refund will be granted for:

  • already scheduled hours;
  • already produced reports;
  • already completed installations;
  • licenses or resources purchased on behalf of the client.

2.3 Web development, applications, Odoo, and technical projects

Custom projects are generally billed in phases or successive installments.
All deposits and payments are non-refundable.

In case of cancellation by the client, Nematek Solutions retains all amounts paid and may bill for work already completed beyond this amount if necessary.

2.4 Training (online or in-person)

Once access to a course, module, or training space is provided, no refund is possible.

Registrations, subscriptions, and tuition fees are non-refundable, even in cases of:

  • withdrawal,
  • absence,
  • non-use,
  • technical problems related to the client’s equipment.

2.5 Hosting, cloud services, and subscriptions

Payments for hosting or cloud services already made are non-refundable, regardless of actual usage or duration.

In case of suspension of the site or service for non-payment, billing continues until written termination by the client.

No refund is granted for partially used months.

  1. Cancellations

3.1 Cancellation initiated by the client

The client may request cancellation of a service in writing.
However:

  • payments already made remain acquired by Nematek Solutions;
  • no refund will be granted;
  • work started or scheduled will be fully billed.

3.2 Cancellation initiated by Nematek Solutions

Nematek Solutions may suspend or cancel a service if:

  • the client fails to pay invoices;
  • the client violates the T&C/Terms of Sale;
  • the client’s behavior makes the service impossible or dangerous;
  • legal or technical circumstances require it.

No refund will be granted in case of cancellation due to the client’s fault.

  1. Disputes, chargebacks, and legal actions

4.1 Chargeback procedures

Any unjustified attempt at chargeback with a mobile operator, bank, or payment provider will result in:

  • immediate suspension of services and access;
  • application of management fees up to 50,000 FCFA;
  • addition of all unpaid amounts to the client’s balance.

4.2 Legal actions

If Nematek Solutions must undertake legal action to recover an unpaid debt or contest an abusive chargeback:

  • the client will be responsible for the outstanding balance;
  • as well as court costs, administrative fees, and attorney’s fees related to the procedure.

4.3 Service restoration

No service will be reactivated until:

  • the full outstanding balance,
  • administrative fees,
  • and any dispute-related costs

have been fully settled.

  1. Data retention and service suspension

5.1 Suspension for non-payment

In case of non-payment, client data may be temporarily retained, but services remain suspended until full payment is made.

5.2 Data deletion

If services are terminated, Nematek Solutions may delete data after a reasonable period.
Late recovery of deleted data is not guaranteed and may incur additional fees.

  1. Applicable law and jurisdiction

This Policy is governed by the laws of the Republic of Cameroon.
Any dispute related to this Policy falls under the exclusive jurisdiction of the courts of Douala or Yaoundé.

  1. Policy modifications

Nematek Solutions reserves the right to modify this Policy at any time.
Any modification will be published on the Site and will take immediate effect.