Refunds
Refund and Cancellation Policy
Refunds protect both sides. We refund what you paid for work that has not yet been done, on a published, predictable schedule. Once work begins on a milestone, the cost of that milestone is committed.
- Effective from
- 2026-05-03
- Last reviewed
- 2026-05-03
- Governing law
- Federal Republic of Nigeria
1. Definitions
A 'milestone' is a discrete deliverable described in the proposal and visible in your Client portal. A milestone is 'started' when the assigned team begins working on it, which is recorded as an in_progress status in your portal and emailed to you on transition.
2. Cooling-off period
If you cancel within twenty-four (24) hours of paying the deposit, and before kickoff begins, we refund 100% of the deposit. After kickoff begins (which is recorded with a timestamp on your project), the deposit becomes committed against the kickoff milestone.
3. Refund schedule for active engagements
If you cancel after kickoff has begun, the refund is calculated on a per-milestone basis:
- Any milestone marked 'complete' or 'approved' is non-refundable.
- The current in-progress milestone is non-refundable up to the percentage of effort already invested, with a minimum of 50% retained.
- Future milestones not yet started are fully refundable.
4. Template reservations
For template reservations specifically, the deposit reserves a build slot in the team schedule. Cancelling within twenty-four (24) hours of the deposit, before kickoff, is fully refundable. After kickoff, the deposit covers the kickoff and customisation milestone and is non-refundable. Any balance not yet paid is, by definition, not owed.
5. Refunds for Henry Onyx-initiated cancellation
If we cancel an engagement for any reason other than your material breach, you receive a full refund of any payment made for work not yet delivered, with no per-milestone retention.
6. How refunds are issued
Refunds are paid by bank transfer to the originating account, within ten (10) working days of the cancellation being agreed. We do not refund to a different account or recipient. Currency is naira. Refunds are not paid in cash, gift card, or cryptocurrency.
7. Disputes
If you disagree with a refund calculation, raise it in writing to finance@henryonyx.com within thirty (30) days. We review the milestone-progress record on your project and respond with a written breakdown. Disputes that cannot be resolved go to mediation as set out in the Terms of Engagement.
8. Chargebacks
Initiating a chargeback or bank dispute on a payment we are still verifying, or on a milestone you have already approved, is treated as a material breach of the Terms of Engagement and may result in immediate cancellation of the engagement with no further refund.
9. Contact
Refund requests: finance@henryonyx.com.