Chumapp’s Service, Payment, Cancellation and Refund Policy

Last updated: 2nd April, 2026.

This Policy should be read together with Chumapp’s Terms and Conditions, Privacy Policy, and the specific quotation, proposal, invoice or statement of work issued for each engagement.

Our approach to fairness: Chumapp will not use a general “no refund under any circumstances” rule. When a project is cancelled, we may only keep money that covers work already done, time set aside for the project that could not be used for another client, or costs already paid that cannot be recovered.

1. Purpose and scope

This Refund Policy applies when a person, business or organisation buys or books a service from Chumapp. Whether the discussion or payment happens through the our website, email, phone calls, WhatsApp, social media, an invoice, a bank transfer or another approved method.
A payment does not have to be made through the website for this Policy to apply. This Policy also explains the role of freelancers, creatives, trainers, consultants and other third-party who work with us.

2. Key definitions

• Client: the person or organisation purchasing, booking or commissioning a service.
• Chumapp: Chumapp’s Creative and Freelance Hub (CCFH), referred to as “we”, “us” or “our” in this policy.
• Creative: a freelancer, specialist, trainer, consultant, contractor or service provider assigned or introduced through Chumapp.
• Managed Service: an engagement in which the client contracts with and pays Chumapp, and Chumapp manages the work and any assigned creative.
• Direct Referral: an engagement in which Chumapp introduces a client to an independent creative and the proposal clearly states that the client and creative will contract directly.
• Project Documents: the quotation, proposal, invoice, statement of work, brief, timeline, change order and written communications governing a project.
• Milestone: a defined phase, deliverable or stage of work linked to a payment or approval point.
• Business Day: Monday to Friday, excluding public holidays observed in Nigeria.

3. How a service agreement is formed

A call or chat may start the discussion, but we will confirm the main project details in writing before major work begins.
A service agreement begins when the client:

• signs the agreement;
• accepts the written terms;
• tells us in writing to begin; or
• makes the required payment after receiving the written terms.

The project quote, proposal, brief or invoice will guide the price, work to be done, deadline, payment plan and final result. Each quote, proposal (or writing) will state whether the project is a Managed Service or a Direct Referral.

Managed Service: We will manage the project, coordinate the creative, inform the client about major delays, receive payments and provide a fair solution if the service is not delivered as agreed.
Direct Referral: We only make the introduction unless another service is clearly agreed in writing. The client and the creative will make their own agreement and handle payment directly.

When a client pays us for the service, the project will be treated as a Managed Service unless the written project documents clearly say otherwise. No project document can remove a right that the client has under Nigerian law.

4. Quotations, pricing and third-party costs

Before payment, we will clearly explain:

• the service being offered;
• the price;
• the payment plan;
• what the client will receive;
• what is not included;
• how many revisions are included;
• the expected timeline; and
• any important cancellation rule.

Some projects may include outside costs such as government fees, CAC filing fees, domain registration, website hosting, software licences, stock images or videos, printing, advertising costs, payment charges, travel costs or specialist support.

We will not add a new charge after the client accepts the quote unless the client agrees in writing, or an outside fee changes and we inform the client before paying the cost.

A deposit is not automatically lost just because it is called “non-refundable”.

We may only keep the part of the deposit that covers work already done, time reserved that could not be given to another client or approved costs that cannot be recovered. Money paid for a future milestone is not fully earned until work on that milestone begins or we pay an approved cost for that milestone.
Before extra work begins, both sides must agree in writing on the new work, the added price and the new timeline

5. Client cancellation

The client may cancel a project by sending us a written notice through email, WhatsApp or another agreed method. After receiving the notice, we will stop any work that can still be avoided.
We will give the client a clear breakdown showing:

• the value of work already done;
• approved costs that cannot be recovered;
• any fair cancellation charge that was shared before payment; and
• the amount to be refunded.

The client will not be charged for work we could reasonably stop after receiving the cancellation notice. If the client cancels before work starts and before we pay any project cost, we will return the unused part of the deposit.
A paid consultation fee is earned when the consultation has taken place or we have completed the agreed preparation work.

If the client cancels early enough and we have not started preparing, we will refund the fee. We may remove any payment charge that cannot be recovered.
If the client cancels late or does not attend, we may keep a fair amount for the time that was set aside and the preparation work already done. We will not keep more than the full consultation fee.
When a project is cancelled, the client may receive completed and usable work that has already been paid for and that we agreed to deliver.
Unless both sides agree otherwise, unpaid drafts, rejected ideas, working files, private methods, templates, internal notes and source materials remain our property or the creative’s property.

6. Cancellation by Chumapp

The client may choose a suitable replacement service, a new and fair deadline or a refund for the part of the work that was not done.

If no useful work was delivered and no approved outside cost was paid, we will give the client a full refund.

We will not keep payment for a service that was not provided. For a Managed Service, the actions of a creative do not remove our duty to the client. If a creative delays, leaves the project or fails to deliver, we will inform the client as soon as possible.

We may:

• assign a suitable replacement;
• agree on a new deadline;
• fix or complete the work; or
• refund the part of the service that was not delivered or was not done properly.

A client who believes the work does not match the agreed requirements must contact us as soon as possible.
We will normally have a fair chance to justify, correct, replace the work or provide the service again.
If the problem cannot be fixed within a fair amount of time, the client may receive a lower price or a refund for the affected part of the work.

If the service can no longer be provided, we will return the part of the advance payment that has not been earned.

7. Scope changes, revisions and additional work

An agreed brief and deliverables define the project scope. Included revisions will be stated in the Project Documents. A request that changes the objective, volume, format, platform, audience, functionality, timeline or approved direction may be treated as a scope change rather than a revision. Chumapp will not impose a new price.

Before an additional work that deos the above begins, the parties would approve a written change order or revised quotation stating the added work, price and timeline. The client may decline the change and continue with the original scope where this remains reasonably possible.

Where the client changes the brief after work has begun, previously completed work remains payable. Any refund or additional charge will be calculated by reference to the original work completed, unavoidable commitments and the approved change.

8. Refund calculation

We may calculate a refund by taking the amount paid and removing:

• the value of completed or accepted work;
• approved costs that cannot be recovered; and
• any fair and direct loss caused by the cancellation.

Refund = Amount paid − value of accepted/completed work − authorised non-recoverable costs − reasonable direct cancellation loss

We will explain any amount we deduct and not use a deduction to punish the client. Some payments may not be refundable because the service has already been used or the money has already been spent.

These may include:

• advertising costs;
• consultations that have already taken place;
• completed and approved milestones;
• government or filing fees already paid;
• domain names;
• website hosting;
• software licences;
• stock images, videos or music;
• printing costs;
• custom work already completed;
• approved travel costs; or
• fair late-cancellation charges shared before payment.

We may only keep these payments to the level that they have already been earned, used or paid to another provider and cannot be recovered. We cannot keep money for work that was not done, costs that were not paid, serious mistakes that were not fixed or a cancellation caused by us.

Refunds will only be made to the original payer or verified originating account unless law, fraud prevention or a written agreement requires another method. We may issue a credit note or settlement statement and will explain any deduction

9. Refund requests and payment timeline

Send the refund request to compliance@chumappcfh.com.
The request must include:

• the client’s name;
• the project name;
• the invoice or payment reference;
• the amount paid;
• the date of payment; and
• the reason for the request.

We aim to:

• confirm receipt within two Business Days;
• give a decision or update within seven (7) Business Days after receiving the needed information; and
• begin an approved refund within seven (7) Business Days.

The bank or payment provider may need extra time to complete the transfer. Again, refunds will normally be sent to the person who made the payment or the account where the payment came from.
We may pause a refund while checking the identity of the person asking for it, who owns the payment account, possible fraud or another serious safety concern. We will not use fraud checks to avoid paying a valid refund.

10. Refund Policy updates, complaints and contact

Chumapp may update this Refund Policy to reflect changes in law or operations. A change will not alter the agreed commercial terms of an active project unless the client agrees or the change is required by law. The version provided or linked before payment will ordinarily govern that engagement.
Both sides must first try to solve a complaint through honest written discussion. A complaint must be sent to compliance@chumappcfh.com.

It must include:

• the project name;
• the amount being disputed;
• the reason for the complaint; and
• the solution being requested.

If the issue is not solved within 14 Business Days after we receive all needed information, both sides may agree to use mediation. Arbitration will only apply when both sides agree to it in writing or the business contract already contains a valid arbitration clause. If there is no arbitration agreement, either side may contact a court with the power to hear the matter or the proper regulator.

Nothing in this Policy stops a consumer from making a complaint to the Federal Competition and Consumer Protection Commission or using another right under Nigerian law.

This Policy aims to treat us and the client fairly. It does not remove responsibility that cannot legally be removed. If part of this Policy goes against a consumer right protected by law, the law will apply.