Refund Policy

Effective Date: January 1, 2026 | Last Updated: January 7, 2026

1. Scope and Applicability

This Refund Policy applies to all payments made through Utopie Pay Concierge for:

• Customs clearance services and processing fees
• Government duties, taxes, and levies
• Trade financing and interest charges
• Logistics and shipping fees
• Supplier payments held in escrow
• Wallet deposits and account balances
• Value-added services (documentation, inspection, insurance)

2. Non-Refundable Items

2.1 Government Fees and Duties (Absolutely Non-Refundable)

The following charges are remitted directly to Nigerian government agencies and regulatory bodies under statutory obligations and cannot be refunded under any circumstances:

• Customs Import Duty: Calculated based on CIF value and HS Code classification, paid to Nigeria Customs Service
• Value Added Tax (VAT): 7.5% tax collected on behalf of Federal Inland Revenue Service (FIRS)
• Excise Duties: On specified goods (alcohol, tobacco, luxury items)
• ECOWAS Trade Levy: 0.5% levy on imported goods
• ETLS (E-Trade License System) Fees: Electronic processing charges
• Port Charges: Terminal handling, storage, demurrage paid to port authorities
• SON Levy: Standards Organisation of Nigeria compliance fees
• NAFDAC Fees: For regulated food, drug, and cosmetic products
• Phytosanitary Certificates: Agricultural product inspection fees
• SONCAP Certification: Mandatory conformity assessment program fees

Legal Basis: These are statutory payments under Nigeria Customs Service Act, FIRS Act, and relevant enabling legislation. Once remitted to government, recovery is impossible.

2.2 Service Fees (Conditionally Non-Refundable)

Our professional service fees become non-refundable once work has commenced:

Customs Brokerage Fees

• After Documentation Review: Once we have reviewed your commercial invoice, packing list, and bill of lading, the documentation fee (typically ₦15,000-₦25,000) is non-refundable
• After SGD Filing: Once Single Goods Declaration is filed with Nigeria Customs Service, the clearance processing fee (typically 2-4% of CIF value) is non-refundable
• After Physical Inspection: If goods have undergone customs examination, inspection coordination fees are non-refundable
• After Regulatory Approvals: Fees for obtaining SON, NAFDAC, or other permits are non-refundable once submitted to agencies

Logistics and Freight Fees

• After Shipment Booking: Ocean/air freight charges are non-refundable once booking is confirmed with carrier
• After Container Loading: Loading, handling, and terminal charges cannot be recovered
• After Departure: Once shipment has left origin port, all associated costs are final
• Insurance Premiums: Non-refundable once coverage period begins

2.3 Trade Financing Charges (Non-Refundable)

• Interest and Finance Charges: Accrued interest is non-refundable for any period where financing was active
• Loan Origination Fees: Non-refundable once credit approval is granted
• Late Payment Penalties: Non-refundable once assessed
• Foreign Exchange Margins: Currency conversion spreads are non-refundable

3. Refundable Items and Conditions

3.1 Pre-Processing Cancellations (Full Refund Available)

You may receive a full refund minus administrative costs if you cancel before we commence work:

3.2 Wallet Deposits and Account Balances (Refundable with Conditions)

Funds in your Utopie Pay Concierge wallet are refundable subject to the following:

Within 30 Days of Deposit

• Full Refund Available: To original payment method (bank account, card)
• Processing Fee: ₦1,000 for transfers up to ₦100,000; 1% for amounts above
• Processing Time: 3-5 business days for Nigerian bank transfers, 7-10 days for international refunds
• KYC Verification: Must pass anti-money laundering checks as required by CBN AML/CFT Regulations

After 30 Days of Deposit

• Withdrawal Only: Funds can be withdrawn via bank transfer (not refunded to card)
• Service Usage: Can be applied to any Utopie Pay Concierge service
• No Expiration: Wallet balance does not expire
• Transfer Fee: Standard bank transfer charges apply

3.3 Overpayments and Billing Errors (Full Refund)

If you have been overcharged due to our error:

• Immediate Refund: Full refund of overpaid amount within 5 business days
• No Processing Fee: When error is attributable to Utopie Pay Concierge
• Credit Option: Can be credited to wallet or future services
• Goodwill Compensation: Additional 5-10% credit for inconvenience caused

4. Service Failure and Performance Issues

4.1 Delays Attributable to Utopie Pay Concierge

If we fail to meet committed timelines due to our negligence:

• Partial Refund: Pro-rata service fee refund based on delay duration
• Demurrage Coverage: We may cover port storage charges if delay is our fault
• Service Credits: Future service discounts for serious delays

4.2 Force Majeure (No Refund)

No refunds are provided for delays or failures caused by events beyond our control:

• Port strikes, congestion, or terminal closures
• Nigeria Customs Service system outages or policy changes
• Weather events affecting shipping schedules
• Political instability, civil unrest, or government actions
• Pandemic or public health emergencies
• Banking system failures or CBN forex restrictions

5. Refund Request Process

5.1 How to Request a Refund

5.2 Required Documentation

• Valid government-issued ID (NIN, passport, or drivers license)
• Bank account details for refund (must match account holder name)
• Original payment receipt or transaction confirmation
• Detailed explanation of refund grounds
• Customs clearance request number or shipment tracking number

5.3 Review and Decision Timeline

6. Refund Methods and Processing Time

6.1 Domestic Nigerian Refunds

• Bank Transfer: 3-5 business days via NIBSS instant payment
• Wallet Credit: Immediate credit to Utopie Pay Concierge wallet
• Original Payment Method: 5-7 days for card refunds

6.2 International Refunds

• Wire Transfer: 7-14 business days via SWIFT
• Currency Conversion: At prevailing CBN rate on refund date
• Bank Charges: Intermediary bank fees may be deducted

7. Chargeback and Dispute Resolution

If you initiate a chargeback through your bank or card issuer:

• Account Suspension: Your account may be suspended pending investigation
• Documentation Requirement: We will provide transaction evidence to your bank
• Preferred Resolution: Contact us directly before initiating chargeback for faster resolution
• Chargeback Fees: If chargeback is found invalid, you may be liable for processing fees (typically ₦15,000)

8. Special Circumstances

8.1 Deceased Account Holders

Wallet balances and eligible refunds can be claimed by estate executors with:

• Death certificate
• Letters of administration or probate
• Proof of executor/administrator appointment
• Valid ID of claimant

8.2 Fraudulent Transactions

If your account is compromised and unauthorized transactions occur:

• Immediate Reporting: Report within 24 hours for full protection
• Investigation Period: 7-14 days to investigate claim
• Provisional Credit: May be issued pending investigation
• Full Refund: If fraud is confirmed and you were not negligent

9. Tax Implications

Refunds may have tax implications under Nigerian tax law. You are responsible for reporting refunded amounts to FIRS if applicable. We provide transaction records upon request for tax filing purposes.

10. Amendments to Refund Policy

We reserve the right to modify this Refund Policy at any time. Material changes will be communicated via:

• Email notification to registered users
• Prominent notice on platform dashboard
• 30 days notice before changes take effect

Changes apply only to transactions after the effective date.

11. Contact Information