Refund & Cancellation Policy

This Refund and Cancellation Policy is a binding part of our Terms and Conditions and applies to every payment made to Nei Shot across all platforms we operate (Tuma SMS, Nei Card, eVoting, Securi, LendCore, PropFlow Namibia, BookLovers Namibia).

1. How to request a refund

• Email hello@neishot.com with your account details, the relevant invoice or order number, and the reason for the request.
• You may also chat to us on WhatsApp at +264 85 798 3217 (the green bubble in the bottom-right of every page).
• We acknowledge requests within 2 business days and aim to resolve within 5 business days.
• Approved refunds are processed within 10 business days of approval, subject to the settlement cycle of our payment service provider.
• Refunds are paid back to the original payment method. Bank or card-issuer delays outside our control are not part of the 10 business day timeline.
• Refunds exclude non-refundable third-party costs already incurred on your behalf (for example, SMS gateway fees, identity-verification fees, courier or postal charges for goods already dispatched).

2. Subscription services (Tuma SMS, LendCore, PropFlow)

• Subscriptions are billed in advance on a monthly or annual basis, as selected at sign-up.
• You may cancel at any time from your account settings or by contacting support. Cancellation takes effect at the end of the current billing period; you keep access until the period ends.
• We do not offer pro-rata refunds for partially used billing periods, except where required by these Terms (for example, prolonged downtime under our Service Levels) or by applicable law.
• Annual prepayments: if you cancel an annual plan, the unused complete months remaining at the time of cancellation are eligible for a pro-rata refund, less any tier-specific discount you received for prepaying.
• Accidental duplicate charges are refunded in full on request, after verification.
• Free trial periods are non-billable; nothing is charged until the trial ends and you have not cancelled.

3. Credit top-ups (Tuma SMS)

• SMS and email credits delivered to your account are non-refundable.
• If credits were purchased in error and none have been consumed, a refund request made within 7 days of purchase will be considered on a case-by-case basis.
• Unused credits remain available for use until the expiry stated at the time of purchase. Expired credits are not refundable.

4. Event-based services (eVoting)

• Setup fees are payable on engagement and are non-refundable once configuration of the election has commenced.
• Cancellation more than 7 days before the scheduled opening of voting may qualify for a partial refund of the setup fee, less work already performed.
• Per-voter fees are billed in arrears based on actual voters registered or ballots cast. Refunds do not apply to votes already cast or ballots already consumed.

5. Institutional services (Nei Card, Securi)

• These platforms are sold under written agreement with the institution or regulator. Refund and cancellation terms follow the signed agreement and prevail over this page.
• Where the agreement is silent, the principles in Section 2 (subscription services) apply by default.

6. E-commerce orders (BookLovers Namibia)

• Cancellation: you may cancel an order free of charge at any time before it is dispatched. Once dispatched, cancellation is no longer possible and the return process below applies.
• Returns of physical books: returnable within 7 days of delivery if the item is in original, unused, and resalable condition. Return shipping is at the customer's cost unless the item is defective or incorrect.
• Defective or incorrect items: we will replace the item or issue a full refund (including delivery costs) at the customer's election. Notify us within 7 days of delivery.
• Digital books: non-refundable once the file has been accessed or downloaded. If a digital file is faulty (corrupted, wrong title), we will provide a working copy or a full refund.
• See our Delivery Policy for shipping timelines and costs.

7. Fraudulent transactions and chargebacks

• If you believe a transaction on your card is fraudulent, contact your card-issuing bank immediately and email hello@neishot.com so we can freeze the related account on our side.
• We may reject or reverse transactions that appear fraudulent or that are disputed by the card-issuing bank.
• Where a chargeback is successfully reversed in our favour, access to the affected service may be restored subject to any administrative fees levied by our payment service provider.
• Repeated abusive chargeback behaviour may result in the account being suspended.

8. Currency, taxes, and fees

• All charges, refunds, and credit balances are in Namibian Dollars (NAD).
• Prices are exclusive of VAT unless stated. VAT is added at the prevailing rate where applicable.
• Card payments are processed by PCI DSS Level 1 certified providers; we do not store full card numbers on our systems.

9. Where this policy fits

This page is the operational summary of our refund and cancellation rules. The full legal terms, including limitation of liability, governing law (Namibia), and dispute resolution, are in our Terms and Conditions. Our Privacy Policy covers how we handle the personal information involved in any refund or cancellation.

10. Contact

• NEI SHOT WEBX SOLUTIONS CC (Reg. No. CC/2025/02042)
• Windhoek, Namibia
• Email: hello@neishot.com
• Phone / WhatsApp: +264 85 798 3217
• Customer service hours: Monday to Friday, 08:00 to 17:00 Namibian time