Clear rules for payments, cancellations and complaints

1. Original payment method and currency

An approved refund is made only to the original payment method and in the original currency. A bank-transfer refund is made only to the originating bank account; SourceAxis Global will not refund to a substituted or third-party account.

NGN payments are refunded in NGN using the amount paid. They are not recalculated using a later exchange rate. The disclosed 2% currency adjustment is non-refundable.

2. Before work starts

If an eligible cancellation is approved before work starts, a 20% administrative fee applies only to the SourceAxis Global service or assessment fee. Payment-provider charges, bank charges, the 2% currency adjustment, and third-party or already committed costs are non-refundable and are deducted separately where applicable.

The 20% administrative fee does not apply to a verified duplicate or excess payment.

3. When work has commenced

Work is considered to have commenced when SourceAxis Global begins reviewing or assessing the client’s brief, conducting research, contacting suppliers or other third parties, carrying out commercial or regulatory checks, preparing recommendations, or producing any deliverable for the client.

Once assessment work starts, the assessment fee becomes non-refundable.

4. Implementation engagements

For implementation engagements, completed work is non-refundable, work performed remains chargeable, and committed third-party costs are non-refundable. Unused and uncommitted balances may be considered for refund after review.

5. Third-party costs

Payments made to inspection firms, laboratories, GACC registration agents, customs brokers, freight forwarders, certification bodies, escrow partners, banks, legal advisers, translators and logistics companies are governed by that provider's own terms and are not refundable by SourceAxis Global.

6. Delays outside our control

Refunds are not automatic where delay results from client inaction, incomplete documents, supplier delay, quality failure, buyer delay, customs review, government decision, logistics disruption, inspection failure caused by the goods, force majeure, payment delay or third-party system failure.

7. Delivery disputes

If you believe a delivered report, inspection result, supplier list, document or other output does not meet the agreed written scope, raise this in writing within 10 business days of delivery. We will review the issue and confirm whether the service was delivered as scoped, whether a remedy is required or whether a partial refund or service credit is appropriate.

8. Approval and timing

Refund requests pass through review, preparation, approval, initiation and completion. High-value refunds require approval by a different authorised administrator from the person who prepared the refund.

Approved refunds are normally initiated within 7 to 14 business days after approval and completion of any required account or payment verification. Banks and payment providers may require additional processing time.

9. Complaints process

Email hello@sourceaxisglobal.com with the subject line Complaint and include your name, company, service reference, payment reference, project summary and preferred outcome. We aim to acknowledge complaints within 2 business days and provide a written response after review.

• Step 1: direct contact and acknowledgement.
• Step 2: formal review of scope, invoices, updates, documents and relevant third-party records.
• Step 3: senior escalation where the first response does not resolve the matter.
• Step 4: good-faith alternative dispute resolution before legal proceedings where appropriate.