Payment problems deserve a traceable and fair answer.

This Refund and Cancellation Policy explains how KOMERRA Technologies Limited reviews payment problems, cancellation requests, Credit adjustments, refund requests, payment reversals, unauthorized purchases, duplicate charges, failed actions, and related disputes.

It applies to purchases made directly from KOMERRA for Credits, subscriptions, service plans, or other paid platform services where those options are available.

It does not govern refunds owed by an independent business to its own customers for products or services sold through a KOMERRA Mini Store. The business operating that Mini Store remains responsible for its customer-facing cancellation, return, warranty, and refund obligations.

This Policy should be read together with the KOMERRA Terms of Service, Pricing and Billing information, Privacy Policy, Account Deletion Policy, Mini Store Policy, and any plan-specific or promotional terms presented before purchase.

Nothing in this Policy removes a cancellation right, refund right, warranty, remedy, or consumer protection that cannot lawfully be excluded.

KOMERRA is operated by KOMERRA Technologies Limited, a company registered in the Federal Republic of Nigeria with registration number 9681120.

Questions and payment-review requests may be sent to support@komerra.app.

Please use “Payment Review” in the subject of a refund, billing, duplicate-charge, failed-payment, or Credit-related request.

“Credit” means a service unit that can be used for an eligible chargeable action within KOMERRA.

“Purchased Credit” means a Credit allocated following a successfully verified payment made specifically to purchase Credits.

“Promotional Credit” means a free, trial, referral, gifted, bonus, compensation, or promotional service unit that was not purchased for its stated cash value.

“Chargeable action” means a designated platform action for which the applicable Pricing or Billing interface states that Credits or another charge will apply.

“Completed action” means an action that reached the chargeable completion point described by the relevant workflow, including where the requested work was successfully produced or accepted for processing by an applicable provider.

“Failed action” means an attempted chargeable action that did not complete and did not provide the material service for which the Credit was charged.

“Credit restoration” means returning one or more Credits to the KOMERRA Workspace balance rather than returning money through a payment provider.

“Refund” means returning an eligible monetary amount through the original payment path or another legally and operationally appropriate method.

“Payment provider” means the independent bank, card network, payment gateway, financial institution, mobile-money provider, or other service used to process a payment.

“Workspace” means the KOMERRA business environment to which Credits, plans, transactions, or paid entitlements are allocated.

This Policy applies to payments made to KOMERRA for Credits and other paid KOMERRA services.

It covers matters such as failed payments, pending payments, duplicate charges, incorrect charges, unused Credits, partially used Credit bundles, completed actions, failed actions, unauthorized purchases, payment reversals, chargebacks, and cancellation of recurring plans where available.

This Policy does not convert KOMERRA into a bank, payment institution, deposit-taking service, remittance provider, investment product, or escrow service.

Payments made by a Business Customer directly to a Mini Store business, bank account, delivery provider, or independent payment provider are not purchases from KOMERRA and must ordinarily be resolved with the relevant business or provider.

A Credit bundle provides a stated quantity of service units for eligible KOMERRA actions.

Credits are not cash, bank deposits, electronic money, stored monetary value, remittance value, securities, savings products, investments, or interest-bearing balances.

Credits cannot ordinarily be withdrawn as cash, transferred outside KOMERRA, sold, pledged, or exchanged with another person.

The applicable bundle, Credit quantity, price, currency, taxes, available provider, promotional conditions, and material restrictions should be displayed before payment.

The purchase of Credits does not guarantee that every feature, provider, integration, language, or workflow will remain available indefinitely.

You are responsible for reviewing the displayed price, currency, bundle, quantity, taxes, provider, Workspace, and payment method before authorizing a purchase.

By submitting a purchase, you represent that you are authorized to use the selected payment method and to make the purchase for the relevant Account or Workspace.

KOMERRA may reject or place a purchase under review where information is incomplete, inconsistent, suspicious, unauthorized, duplicated, outside supported limits, or not confirmed by the payment provider.

A price shown in an outdated screenshot, cached page, third-party publication, private message, old campaign, or previous product version may not represent the current price.

The price displayed through the live purchase interface at the time of authorization ordinarily governs the transaction, subject to correction of obvious errors and applicable law.

A browser redirect, success screen, screenshot, debit alert, email notification, receipt image, or customer claim does not independently create Credits or paid entitlement.

KOMERRA verifies eligible platform payments through trusted server-side information received from or checked with the applicable payment provider.

Verification may include the provider reference, transaction status, expected Account or Workspace, amount, currency, payment method, timestamps, and whether the reference was previously processed.

Credits are allocated only after the payment reaches the verified state required by the applicable workflow.

Provider webhooks and callbacks may be checked using signatures, secrets, certificates, timestamps, reference verification, or another provider-supported authenticity mechanism.

Idempotency controls are used to reduce the risk that repeated delivery of the same valid provider event creates duplicate Credits or paid entitlement.

Where a purchase has not yet been submitted to or accepted by the payment provider, you may cancel it through the available checkout controls without being charged.

Closing the checkout page before authorizing payment ordinarily cancels the incomplete checkout attempt.

Once a payment has been authorized, submitted, or accepted for processing, KOMERRA may be unable to cancel the underlying financial transaction immediately.

Where cancellation remains technically and legally available, KOMERRA will review the request according to the transaction state, provider rules, applicable charges, work already performed, and applicable law.

A cancellation request does not guarantee that a payment already in processing can be stopped before settlement.

If the payment provider does not confirm a payment successfully, KOMERRA will not allocate the associated Purchased Credits merely because the browser displayed a success message.

A failed payment may result from insufficient funds, incorrect payment details, authentication failure, provider rejection, network interruption, expired authorization, bank restriction, risk controls, unsupported currency, or another provider response.

Where no debit occurred, no refund is ordinarily required because KOMERRA did not receive the payment.

Where your financial institution shows a debit but KOMERRA cannot verify the purchase, contact support with the provider reference so the transaction can be reconciled safely.

Do not make repeated payment attempts until you have checked whether the first attempt is pending, as repeated attempts may result in multiple valid charges.

Some payments may remain pending while a bank, payment provider, card network, mobile-money provider, or other financial institution determines the final result.

KOMERRA may withhold Credits while a transaction remains pending or cannot be reliably verified.

A pending status does not necessarily mean that the payment failed or succeeded.

KOMERRA may periodically recheck the provider status or ask you to wait for the provider’s final outcome.

Where the provider later confirms success, the appropriate Credits may be allocated after reconciliation.

Where the provider later confirms failure or reversal, no Purchased Credits will be allocated, or provisionally allocated Credits may be removed.

Where your payment method was debited but the Purchased Credits did not appear, first check the Workspace selected during purchase and the relevant Billing or transaction history.

If the Credits are still missing, submit the provider reference, amount, currency, approximate time, payment method, Account email, and affected Workspace to support.

KOMERRA will compare the payment-provider outcome, transaction reference, expected bundle, Credit ledger, idempotency record, Workspace allocation, and any reversal information.

Where the payment is verified and the Credits were not allocated because of a confirmed KOMERRA processing error, KOMERRA will ordinarily correct the Credit balance.

Where the provider did not settle the transaction to KOMERRA, the debit may need to be reversed or investigated by the bank or payment provider.

KOMERRA uses provider references and idempotency controls to reduce duplicate processing, but a user may still authorize more than one separate valid transaction.

A duplicate charge may occur where the same payment was processed more than once without the customer intentionally purchasing multiple bundles.

A verified duplicate is different from two separate purchase attempts that were each independently authorized and successfully supplied.

When reviewing a claimed duplicate, KOMERRA may compare payment references, timestamps, amounts, provider outcomes, checkout sessions, Credit allocations, and subsequent Credit usage.

Where a genuine duplicate charge is confirmed, KOMERRA may reverse unused duplicate Credits and arrange an appropriate refund through the original payment path.

Where Credits from both transactions have already been consumed, the available remedy may depend on the circumstances, whether the purchases were independently authorized, and applicable law.

Report a transaction promptly if the verified amount, currency, Credit quantity, bundle, tax, or Workspace allocation differs from what the checkout displayed and you authorized.

KOMERRA will review the live pricing record, checkout information, provider result, transaction ledger, Credit allocation, and relevant usage.

Where a confirmed KOMERRA error caused an overcharge, incorrect allocation, or materially different purchase, KOMERRA may correct the Credit balance, refund the difference, replace the bundle, or provide another appropriate remedy.

Where the difference resulted from a bank fee, card fee, currency-conversion rate, foreign-transaction charge, or other independent provider charge, the issue may need to be addressed with that provider.

An obvious pricing or display error does not require KOMERRA to supply an unlimited or clearly unintended amount of Credits, but any amount collected must be handled fairly and lawfully.

A request concerning a purchase whose Credits remain wholly unused will be reviewed according to applicable law, the time elapsed, the nature of the purchase, provider rules, payment status, bonuses included, Account condition, and fraud or dispute risk.

Unused status does not automatically guarantee a refund, but it is a material factor in the review.

Where a refund is approved, the affected Purchased Credits will be removed or disabled before the monetary refund is completed.

A refund cannot ordinarily be completed where the relevant Credits remain available for use in the Workspace.

Promotional Credits granted with a refunded purchase may also be removed because they formed part of the refunded promotion.

Mandatory cancellation and refund rights remain unaffected where they apply.

A partially used bundle contains both consumed Credits and unused Credits.

Partially used bundles are not automatically refundable on a simple pro-rata cash basis because promotional pricing, bundle discounts, provider charges, consumed actions, bonuses, and the applicable purchase terms may affect the calculation.

KOMERRA will review the original bundle, amount paid, Credits consumed, actions completed, bonuses granted, elapsed time, and applicable law.

Where a partial refund is appropriate, KOMERRA may remove the unused Purchased Credits and calculate the eligible amount according to a fair and lawful method.

Promotional Credits, included usage, referral rewards, gifted Credits, and bonus units do not create a cash entitlement.

KOMERRA will explain the basis of an approved partial refund or refusal.

Credits used for successfully completed actions are ordinarily not refundable because the requested platform work or provider-supported action has been supplied.

Examples may include a successfully generated document, completed AI processing action, accepted external message, completed extraction, processed automation, or another chargeable action identified in the applicable interface.

Dissatisfaction with an accurate and properly delivered action does not always mean that the service failed.

However, this section does not remove a mandatory right or remedy where the service was materially defective, materially misdescribed, not supplied, or did not meet a legally required standard.

KOMERRA may examine the action result, status, provider acceptance, error record, user input, workflow description, and available correction history when deciding whether work was completed.

Where a Credit was deducted but the underlying chargeable action failed before delivering the material service, the preferred remedy is ordinarily restoration of the affected Credit.

Credit restoration may occur automatically or after a review, depending on the workflow and available failure evidence.

Examples may include a confirmed internal processing failure, provider rejection before acceptance, invalid server response, unrecoverable generation error, or another failure that prevented the promised action from being supplied.

A failure caused by missing user information, incorrect recipient details, unsupported content, user cancellation after processing began, insufficient provider permissions, prohibited use, or another user-controlled issue may not qualify for restoration.

Where the action was accepted or completed by an independent provider but later failed outside KOMERRA’s control, the result will be reviewed according to the provider status and the applicable feature description.

A service may require correction where the chargeable action completed technically but the result was materially defective or failed to provide the core functionality described for that action.

KOMERRA may first attempt an appropriate remedy such as regeneration, correction, completion, replacement, troubleshooting, reprocessing, or Credit restoration.

Where an appropriate correction cannot reasonably be provided, a full or partial monetary refund may be considered according to the extent of the failure, the amount paid, Credit usage, and applicable law.

Minor formatting preferences, subjective dissatisfaction, or an error caused by inaccurate user-supplied information may not constitute a defective service.

AI Output may require human review and may contain limitations disclosed through the Responsible AI framework and Terms of Service; however, disclosed limitations do not excuse a failure to supply the material paid service.

Some KOMERRA actions depend on third-party AI, email, messaging, verification, storage, payment, hosting, or other providers.

Where a third-party outage prevents an action from being accepted or completed, KOMERRA may restore the affected Credits or allow the action to be retried.

Where the provider successfully accepted and supplied the requested service, a later delay or downstream outcome may not automatically qualify for a refund.

KOMERRA will use available provider records, timestamps, status information, retries, and internal logs when reviewing the matter.

Provider dependency does not remove any remedy that applicable law requires KOMERRA to provide.

AI-generated or AI-assisted Output may be imperfect and must be reviewed before being used for important business decisions.

A user is not automatically entitled to a refund merely because the user prefers a different writing style, recommendation, summary, classification, or wording.

A Credit may be restored where a confirmed system failure produced no usable result, the workflow returned an error instead of the requested service, or the paid action did not materially complete.

Where an AI result is correctable through the available review or regeneration workflow, KOMERRA may offer correction or regeneration before considering a monetary refund.

A request involving harmful, unauthorized, cross-tenant, security-compromising, or materially misleading AI Output may be escalated under the Responsible AI and security-incident procedures.

Promotional Credits, included usage, gifted Credits, referral rewards, bonuses, compensation Credits, and trial units have no cash redemption value.

Promotional Credits cannot ordinarily be refunded, withdrawn, transferred outside KOMERRA, or exchanged for cash.

Where a purchase is refunded, promotional Credits granted because of that purchase may be removed.

Where Purchased Credits and Promotional Credits are both available, KOMERRA may apply a disclosed usage order to determine which type was consumed first.

Expiration, eligibility, and usage conditions for Promotional Credits may differ from those applying to Purchased Credits.

Purchased Credits will not expire unless an applicable expiration rule was clearly disclosed before purchase or formed part of a plan or agreement accepted by the purchaser.

Promotional, trial, bonus, gifted, or referral Credits may expire according to the terms displayed when they are granted.

Expiration of a Promotional Credit does not create a monetary refund entitlement.

Where an expiration rule affecting Purchased Credits was not properly disclosed, KOMERRA will review the balance and provide an appropriate correction consistent with the purchase terms and applicable law.

Where KOMERRA offers a recurring subscription or automatically renewing plan, the billing period, price, included features, renewal terms, cancellation method, and effective cancellation date should be displayed before enrollment.

Cancellation prevents future renewal charges but does not ordinarily reverse a billing period that has already begun and been supplied, except where applicable law or the plan terms provide otherwise.

To avoid the next renewal charge, cancellation must be completed before the applicable renewal is processed.

A cancellation submitted after the provider has begun processing a renewal may not stop that transaction immediately.

Where a recurring charge occurred after a valid cancellation took effect, KOMERRA will investigate and provide an appropriate correction or refund if the charge was erroneous.

Cancelling a plan does not automatically delete the Account or Workspace.

Closing an Account or Workspace does not automatically create a right to refund unused Credits or completed paid services.

Before closure, the Workspace owner should review unused Credits, outstanding support matters, billing records, connected providers, and required exports.

Treatment of unused Purchased Credits after voluntary closure will be reviewed under this Policy, the Terms of Service, applicable purchase terms, and applicable law.

Promotional Credits ordinarily end when the relevant Account or Workspace is permanently closed.

KOMERRA may delay a refund or closure-related Credit decision where identity, ownership, fraud, payment reversal, chargeback, or Workspace-control issues remain unresolved.

Suspension does not automatically cancel a verified purchase or create an immediate refund right.

Where access is temporarily restricted for security verification, payment investigation, or suspected compromise, Credits may remain frozen while the matter is reviewed.

Where KOMERRA terminates a service without user misconduct and the user cannot reasonably use remaining Purchased Credits for another available service, KOMERRA will consider an appropriate refund, replacement, transfer, or other remedy.

Where an Account is terminated for confirmed fraud, deliberate abuse, chargeback manipulation, unlawful activity, or serious breach, unused Credits may be restricted, reversed, or forfeited only to the extent permitted by applicable law.

Termination does not remove mandatory consumer rights or liability for amounts that must lawfully be returned.

KOMERRA may modify or discontinue features as described in the Terms of Service.

Where a feature is permanently discontinued, Purchased Credits may ordinarily remain usable for other eligible KOMERRA actions.

Where no reasonable alternative use remains and KOMERRA permanently prevents the user from consuming valid Purchased Credits, KOMERRA will review the remaining balance and provide an appropriate remedy.

The remedy may include replacement functionality, conversion to equivalent Credits, transfer to another eligible KOMERRA service, or a refund where appropriate.

Promotional Credits do not create a cash refund entitlement when a feature is discontinued.

Report a suspected unauthorized purchase immediately so KOMERRA can help secure the Account, revoke sessions, review relevant access, and preserve transaction evidence.

KOMERRA may temporarily freeze Credits, disable chargeable actions, require credential resets, or request identity and Workspace-control verification during the investigation.

The review may consider authentication records, session information, device details, Account activity, provider records, billing history, Workspace permissions, and subsequent Credit usage.

Where a purchase is confirmed to be unauthorized and applicable requirements are satisfied, KOMERRA will coordinate an appropriate remedy with the payment provider.

A transaction is not necessarily unauthorized merely because another staff member with valid Workspace access made the purchase or because the purchaser later changed their mind.

Workspace owners are responsible for controlling billing permissions and removing access from people who are no longer authorized.

A refund review involving suspected Account compromise may be paused until the Account has been secured.

KOMERRA may require a password reset, session revocation, multi-factor verification, email verification, administrator confirmation, or other protective step.

You should also secure the connected email Account, telephone number, device, payment method, and any provider Account involved.

Failure to report known compromise promptly may increase the difficulty of investigating subsequent transactions but does not remove a mandatory right.

KOMERRA will not ask for your password, bank PIN, card security code, private key, one-time password, or recovery code to review the matter.

A chargeback is a dispute initiated through a bank, card issuer, payment provider, or other financial institution.

Starting a chargeback does not remove the need to secure the Account, identify the transaction, preserve records, and cooperate with reasonable verification.

KOMERRA may suspend the disputed Credits or related paid entitlement while the provider determines the dispute.

Where disputed Credits have already been used, KOMERRA may temporarily restrict additional chargeable actions or maintain a negative or recoverable balance to the extent permitted by law.

KOMERRA may provide transaction, authorization, delivery, usage, Account, and communication records to the payment provider when responding to the dispute.

You must not submit a dishonest chargeback for a purchase that was properly authorized, accurately described, and supplied.

Nothing in this section prevents a genuine dispute concerning fraud, unauthorized payment, non-delivery, misdescription, duplicate processing, or another valid issue.

A payment provider, bank, card network, or financial institution may reverse, cancel, claw back, or fail to settle a transaction after Credits have been allocated.

Where the payment is not finally received by KOMERRA, KOMERRA may remove the corresponding unused Credits.

Where the Credits have already been consumed, KOMERRA may restrict further chargeable actions, request repayment, offset future Credits, or take another proportionate action.

KOMERRA will review credible evidence that a provider reversal was erroneous or later corrected.

A provider reversal does not create a right to retain both the returned money and the corresponding KOMERRA Credits or services.

KOMERRA may review refund requests for indicators of Account compromise, forged evidence, repeated duplicate claims, coordinated abuse, promotion manipulation, false unauthorized-payment claims, or dishonest chargebacks.

Refund review may include Account history, provider references, Workspace activity, Credit usage, authentication events, prior requests, and submitted evidence.

KOMERRA may delay a decision where additional verification is reasonably necessary to prevent fraud or protect another person’s rights.

Knowingly submitting altered receipts, false statements, stolen payment information, forged correspondence, or manipulated provider evidence may result in restriction, termination, preservation of evidence, and referral to an appropriate provider or lawful authority.

Fraud controls will not be used to remove a genuine mandatory consumer remedy.

Approved monetary refunds will ordinarily be returned through the original payment method or payment provider where reasonably possible.

Returning funds through the original path helps reduce fraud, money-laundering risk, misdirection, and ownership disputes.

KOMERRA may require additional verification where the original payment path is unavailable, closed, unsupported, expired, or legally restricted.

KOMERRA will not ordinarily send a refund to an unrelated bank account, card, wallet, or person merely because a requester asks for a different destination.

Where a payment provider requires the purchaser to complete additional steps, KOMERRA will explain the available process.

Credit restoration is generally the preferred remedy where a Credit was incorrectly deducted but the original purchase itself was valid.

A monetary refund is generally considered where the underlying purchase, duplicate charge, cancellation, overcharge, unauthorized payment, or material service failure justifies returning money.

A user is not entitled to both restoration of the full Credits and a full refund of the same purchase unless a separate lawful entitlement exists.

Where a temporary Credit restoration is provided while a payment dispute remains under investigation, the Credits may be reversed if the payment is later refunded, charged back, or found invalid.

KOMERRA will explain whether the approved remedy is a Credit restoration, reprocessing, replacement service, partial refund, full refund, or another correction.

An approved full refund will ordinarily return the eligible amount KOMERRA received for the affected purchase, subject to applicable taxes, provider treatment, reversals, and law.

An approved partial refund may take account of consumed Purchased Credits, completed services, non-refundable Promotional Credits, bundle discounts, verified overcharges, and the extent of any service failure.

KOMERRA will not deduct an arbitrary cancellation or administrative charge.

Any applicable cancellation charge must be fair, reasonable, properly disclosed, and permitted by law.

Where taxes or provider charges must legally or operationally be handled differently, the refund decision will explain the relevant treatment where appropriate.

Your bank, card issuer, mobile-money provider, or payment provider may impose transaction fees, foreign-exchange charges, currency-conversion spreads, cash-advance charges, or other independent costs.

KOMERRA does not control independent provider fees or exchange rates.

A refund processed for the original KOMERRA amount may produce a different converted amount on your statement because exchange rates can change between purchase and refund.

KOMERRA is not ordinarily responsible for an independent provider’s fee or currency difference unless applicable law or the provider arrangement requires otherwise.

Concerns about provider-imposed charges should also be directed to the relevant bank or payment provider.

KOMERRA will process an approved refund through the applicable provider as soon as reasonably practicable after the review and required verification are complete.

The time at which the refunded amount appears in your Account depends on the payment method, bank, card network, provider processing cycle, weekends, public holidays, currency, and any additional review.

KOMERRA cannot guarantee the posting time of an independent bank or payment provider after KOMERRA has successfully submitted the refund.

Where available, KOMERRA will provide the refund status, provider reference, or other confirmation that can help the financial institution trace the transaction.

If an approved refund does not appear after the provider’s expected period, contact support and your financial institution with the relevant reference.

To investigate efficiently, provide the Account email, business name, affected Workspace, date and approximate time, amount, currency, bundle or plan, payment provider, transaction reference, and reason for the request.

Where relevant, identify the affected Credit transaction, chargeable action, invoice, checkout session, or error request identifier.

You may provide a redacted statement or screenshot where necessary, but it should show the relevant date, amount, reference, and provider without exposing unrelated transactions.

Do not send a full card number, card security code, bank PIN, online-banking password, one-time password, recovery code, private key, or authentication token.

KOMERRA may request additional evidence where identity, authority, transaction ownership, Account compromise, fraud, or Workspace control is uncertain.

A payment review should ordinarily be submitted by the Account holder, Workspace owner, authorized billing administrator, purchaser, or verified owner of the payment method.

Where another person submits the request, KOMERRA may require evidence that the person is authorized to act.

For organization-owned Workspaces, KOMERRA may require confirmation from an authorized Workspace owner or administrator.

A staff member’s removal from a Workspace does not automatically erase transaction records or prevent the organization from resolving a purchase made on its behalf.

KOMERRA may pause a request where there is a genuine dispute concerning Workspace ownership, administrator authority, payment-method ownership, or entitlement to the refunded funds.

Send the request to support@komerra.app from the email address associated with the Account where possible.

Use “Payment Review” in the subject so the request can be routed correctly.

State whether the matter concerns a failed payment, pending payment, missing Credits, duplicate charge, incorrect amount, cancellation, unused Credits, failed action, unauthorized purchase, reversal, or chargeback.

Provide the required transaction details and explain the outcome you believe is appropriate.

Do not submit the same matter repeatedly through multiple Accounts or channels while the original review remains open, as duplicate cases can slow reconciliation.

KOMERRA will confirm receipt through an appropriate support channel and may provide a case or request reference.

The review may include checking provider records, payment status, signatures, webhook events, idempotency records, Credit ledger entries, Workspace allocation, usage history, authentication events, support history, and relevant system errors.

KOMERRA may ask for clarification or additional evidence where the submitted information is incomplete or inconsistent.

Complex matters may take longer where they involve a bank, payment provider, chargeback, fraud concern, disputed authorization, cross-border payment, Account compromise, or multiple related transactions.

KOMERRA will seek to communicate material delays and explain what remains outstanding where reasonably possible.

After review, KOMERRA may approve a full refund, approve a partial refund, restore Credits, reprocess an action, replace a service, correct a balance, reject the request, or request further information.

The outcome should explain the general basis of the decision and identify the remedy, where one is approved.

KOMERRA may withhold technical security details, another person’s private information, confidential provider information, or information that would prejudice a fraud or security investigation.

A rejected request does not prevent you from providing new material evidence or using an applicable complaint or dispute process.

You may request reconsideration where you believe relevant evidence was overlooked, the transaction was misunderstood, or the decision did not address the issue raised.

A reconsideration request should identify the original case, explain the disputed part of the decision, and provide any new evidence.

Repeating the same statement without new information may not change the outcome.

KOMERRA may assign a different authorized reviewer where appropriate.

Reconsideration does not suspend a provider chargeback deadline or another legal deadline for which you remain responsible.

KOMERRA is primarily a business service, but the legal status of a purchaser and the protections applying to a transaction depend on the purchaser, purpose, circumstances, and applicable law.

A person acquiring a service for personal or consumer purposes may have rights that differ from those applying to a commercial organization purchasing for business operations.

Nothing in this Policy attempts to exclude or reduce a mandatory consumer right.

A separately negotiated enterprise agreement may contain additional commercial remedies, service credits, billing arrangements, or cancellation provisions.

Where a signed agreement provides a greater remedy, the applicable signed provision will govern within its stated scope.

KOMERRA does not apply a blanket “no refunds under any circumstances” rule.

Refund eligibility depends on the nature of the payment, transaction status, Credit usage, service delivered, cancellation timing, provider result, authorization, evidence, applicable terms, and applicable law.

Completed and properly supplied services may ordinarily remain non-refundable, while failed, duplicate, unauthorized, materially defective, misdescribed, or undelivered services may require an appropriate remedy.

A term describing Credits or completed actions as ordinarily non-refundable does not override a mandatory right or excuse KOMERRA from correcting an error for which it is responsible.

Where applicable law gives a purchaser the right to cancel an advance order or service, KOMERRA will assess the request fairly and in accordance with that law.

Any cancellation charge must reflect reasonable circumstances rather than operate as a disguised penalty.

Relevant circumstances may include the nature of the service, how much work was completed, notice provided, provider costs already incurred, ability to avoid the loss, and applicable industry practice.

A cancellation restriction or non-refundable condition should be communicated clearly before purchase where required.

Nothing in this Policy authorizes a cancellation fee where applicable law prohibits one.

A Mini Store business-not KOMERRA-is ordinarily the seller or service provider for products and services offered through that Mini Store.

The business is responsible for customer cancellations, returns, replacements, warranties, non-delivery, refunds, and consumer complaints relating to its own products or services.

KOMERRA may provide communication, order-history, evidence, complaint-routing, and status tools without becoming responsible for the underlying transaction.

KOMERRA Credits purchased by the business are separate from money paid by a Business Customer to the business.

A refund owed by a Mini Store business to its customer must not be represented as a KOMERRA Credit refund unless the two matters are genuinely connected and separately documented.

We encourage you to contact KOMERRA first so the transaction can be identified and investigated promptly.

Where the matter concerns an independent bank, card issuer, payment provider, or financial institution, you may also need to use that provider’s complaint process.

Nothing in this Policy prevents an eligible person from lodging a complaint with the Federal Competition and Consumer Protection Commission, the Central Bank of Nigeria where it has jurisdiction, another competent regulator, a payment provider, or a court.

Using an external complaint process does not permit either party to submit false information or conceal material evidence.

KOMERRA will cooperate with lawful regulatory, provider, and dispute-resolution requests according to applicable obligations.

KOMERRA maintains payment, Credit, refund, support, security, and dispute records for transaction administration, accounting, fraud prevention, legal compliance, auditability, and defense of rights.

Payment-review information is processed in accordance with the KOMERRA Privacy Policy and applicable data-protection requirements.

Information may be shared with payment providers, banks, professional advisers, regulators, courts, law-enforcement authorities, or other lawful recipients where necessary to investigate or resolve the matter.

KOMERRA does not require or intend to collect unnecessary payment credentials through the refund-review process.

Transaction and dispute records may be retained after Account closure where required for accounting, tax, security, fraud, regulatory, or legal purposes.

KOMERRA may update this Policy to reflect changes to Credits, plans, payment providers, refund processes, customer-protection requirements, fraud controls, or applicable law.

Material changes will be communicated through an appropriate Account, website, application, or email channel where required.

A change will not retroactively remove a refund or cancellation right that had already arisen under applicable law or the terms governing a completed purchase.

The version in effect when the relevant purchase was made may remain relevant to the review, subject to any later mandatory legal requirement.

Send payment, cancellation, Credit, or refund questions to support@komerra.app.

Use the subject “Payment Review”.

Include the Account email, business name, affected Workspace, payment date, amount, currency, bundle or plan, payment provider, transaction reference, Credit status, and reason for the request.

For a suspected unauthorized purchase, state that the Account may be compromised so the security process can begin immediately.

Do not send a card security code, bank PIN, password, one-time password, private key, recovery code, or authentication token.