Managed Cloud Refund Policy

Most refund policies have one rule because there is only one kind of payment. Managed Cloud has four, and the fair answer is different for each. Start here.

This policy forms part of the Managed Cloud Terms of Service. Where it and your signed order form disagree, the order form wins for the matter it covers.

You pay for the licence once and you keep it. That is the whole point of a lifetime licence, and it is why the refund position is unusual compared with a subscription.

Before we provision

• You may cancel and receive a full refund of the licence fee at any time within 14 days of payment, provided we have not yet started building your instance.
• Ask in writing at billing@stockovaa.com. No reason is required.
• We refund to the original payment method within 10 business days of agreeing the cancellation.

After we provision

• The licence fee is not refundable once your instance has been built and handed over, because at that point you have received the thing you bought and you keep it permanently.
• Cancelling the managed service later does not entitle you to a refund of the licence fee, because the licence is not cancelled. It survives. Clause 9 of the Terms of Service sets out exactly what you keep.

This fee buys work we perform month by month. If we stop performing it, or if you no longer want it, the treatment follows the work.

When we refund pro rata

• We end the service for our own convenience before the end of a term you have paid for.
• You end the service because we made a material change to these documents that is genuinely detrimental to you, as described in clause 13 of the Terms of Service.
• You end the service for chronic failure to meet the availability commitment, as described in clause 10 of the Service Level Agreement.
• You end the service because we materially breached the agreement and did not fix it within 30 days of being asked to.

When we do not refund

• You decide mid-term that you no longer want the service. The paid term runs to its end and is not refunded. You keep the service until then.
• The service was suspended or withdrawn because fees went unpaid, or for a breach of the Acceptable Use Policy.
• You used the service for the period concerned and the service met its commitments.
• Your usage was lower than you expected. The fee is for availability and readiness, not for volume.

How pro rata is calculated

We divide the fee for the current term by the number of days in it and refund the unused whole days remaining from the effective end date. Part days are not counted. Any service credits already applied for the same period are deducted first, so the same shortfall is not paid twice.

• Work not yet started is fully refundable.
• Work in progress is refunded less the time already spent, charged at the rate on your quotation.
• Work completed and delivered is not refundable, whether or not you later decide to stop using the service. Migrated data belongs to you and is exportable, so it is not lost.
• Where a fixed-price project is cancelled part way through, we will provide a written statement of the time spent before invoicing.

• Domain registration and renewal fees are not refundable once paid to the registrar. We cannot recover them, so we cannot return them.
• Third-party charges we paid on your behalf, such as gateway fees, messaging bundles or paid integrations, follow the third party's own terms.
• Where we bought something for you and have not yet used it, we will try to recover the cost and pass back whatever we get. We do not promise a result we do not control.
• A domain you own remains yours. Ending the managed service does not transfer it to us and we will not hold it.

These two get confused constantly, and the difference matters at renewal.

Credits are applied automatically to the next managed service invoice once agreed, are shown as a separate line on that invoice, and do not expire while your service is active. If your service ends with unused credits and no refund is otherwise due, the credits lapse.

Policies are written for the ordinary case. Businesses are not always in the ordinary case, and we would rather look at a situation than hide behind a table.

• Duplicate or clearly erroneous charges are refunded in full, without argument, as soon as they are confirmed.
• Where the software or the service was materially misrepresented to you in writing before purchase, tell us what was said and we will put it right.
• Where your business has closed, been sold or suffered a genuine catastrophe, contact us. We may be able to pause the service, transfer it, or agree a partial refund.
• We are committed to a fair outcome on any legitimate billing concern, including an account credit where a refund is not appropriate.

• Email billing@stockovaa.com from the account owner's or billing contact's registered address.
• Include the invoice number, the amount, and one sentence on what happened. That is genuinely all we need to start.
• We acknowledge within 2 business days and give you a decision within 10 business days.
• Approved refunds go back to the original payment method within 10 business days of the decision. Your bank may take longer to show it.
• All amounts are settled in Nigerian Naira. Where a payment was taken in another currency, the rate applied is the one in force on the day the refund is processed, and any difference is not made up.

If we decline, we will tell you which clause of this policy we relied on and why. You may ask for that decision to be reviewed by someone who was not involved in it.

• Please raise a disputed charge with us before instructing your bank. We can usually resolve it in a day, and a chargeback takes weeks.
• A chargeback raised without contacting us first is treated as non-payment under clause 9 of the Terms of Service, which begins the suspension sequence.
• Where a chargeback is upheld against us on a charge that was properly due, we may recover the amount and the associated bank charges.
• Unresolved disputes are handled under the governing law and forum clause of the Terms of Service.