Refund Policy

Last updated: September 21, 2026

This Refund Policy covers two types of refunds: refunds for your Clid Business subscription (when you pay us), and refunds for your customers' orders (when they pay you). Both are important, and we want both to be fair.

1. Clid Business Subscription Refunds

7-Day Money-Back Guarantee

If you are not satisfied with Clid Business within the first 7 days of your paid subscription, we will refund your full monthly fee. No questions asked.

To request a refund, email billing@zylinkcorp.com.ng with your account email and the words "Refund Request." We process refunds within 5 business days to your original payment method (via Flutterwave).

When we refund automatically

• If Clid Business experiences a total outage (24+ hours of downtime) in a given month, Managed plan customers receive a full month credit.
• If you are charged after cancellation due to a billing error, we refund the charge within 3 business days.
• If Flutterwave double-charges you, we coordinate with Flutterwave to refund the duplicate charge.

2. Customer Order Refunds (Your Store)

When a customer pays on your store, the money goes to your bank account via Flutterwave. If a customer requests a refund, you (the business owner) decide whether to issue it. Clid Business provides the tools but does not make the decision.

How to refund a customer

• Go to your Store Admin dashboard (business.zylinkcorp.com.ng/admin).
• Find the order in the Orders section.
• Click "Refund" and confirm the amount.
• We initiate the refund via Flutterwave, which returns the money to the customer's original payment method.
• Refunds typically take 3 to 10 business days to appear in the customer's account, depending on their bank.

Refund timing

• Same day as payment: The transaction is voided, not refunded. The customer's bank releases the hold in 1 to 2 business days. Flutterwave does not charge a fee for voids.
• Within 24 hours: Full refund via Flutterwave. Flutterwave's original transaction fee is NOT refunded to you. The customer receives 100% of their money back.
• After 24 hours: Full refund via Flutterwave. Flutterwave's transaction fee is NOT refunded. Processing may take 5 to 10 business days.

3. Flutterwave Transaction Fees

Flutterwave charges a transaction fee (1.4% for local cards) on every payment. When you refund a customer, Flutterwave does NOT refund their fee to you. This means:

• Customer pays N10,000.
• Flutterwave takes N140 (1.4%).
• You receive N9,860.
• You refund the customer. Customer gets N10,000 back.
• You lose N140 (Flutterwave's fee) on the refunded transaction.

This is standard practice across all payment processors (Stripe, Paystack, Flutterwave). It is not unique to Clid Business.

4. Failed Payments

If a customer's payment fails (insufficient funds, card decline, network error), no money is taken. No refund is needed. The order stays in "pending" status until the customer retries.

5. Disputes and Chargebacks

If a customer disputes a charge with their bank (chargeback), Flutterwave will notify you. You can provide evidence (delivery confirmation, order details, customer communications) to contest the chargeback.

• If you win the dispute: The money stays with you.
• If you lose the dispute: The money is returned to the customer, and Flutterwave charges a chargeback fee (typically N1,500).
• Clid Business does not charge any additional fee for disputes. We provide the order data you need to contest them.

6. Subscription Cancellation

You can cancel your Clid Business subscription at any time from your dashboard:

• Your store remains active until the end of your current billing period.
• No cancellation fee.
• Your data (products, orders, customers) is retained for 30 days after cancellation.
• After 30 days, all data is permanently deleted.
• You can reactivate within the 30-day window and continue where you left off.

7. Contact

For refund questions:

• Email: billing@zylinkcorp.com.ng
• Phone: +234 (0) 700 ZYLINK
• Response time: within 24 hours, Monday to Friday.