Please read before making payment. By approving a quotation, paying an invoice or authorising work to begin, you acknowledge that you have had an opportunity to review the agreed scope, deliverables, timeline and payment terms. This policy applies alongside the specific terms in your quotation or service agreement.
1. General policy
ELV Tech Lab provides digital services, creative work, corporate branding, printing and customised merchandise. These services may involve staff time, planning, design, software, third-party resources, materials and production commitments that cannot always be reversed once work has started.
For that reason, payments are not automatically refundable simply because a client changes their mind, delays feedback, changes direction or no longer requires the agreed service. Refund eligibility depends on the nature and stage of the work, the reason for the request, the amounts already earned or committed, and any rights that cannot lawfully be excluded under applicable law.
2. Deposits and project commencement
Where a deposit or advance payment is required, it secures the agreed project slot and may cover initial consultation, planning, research, scheduling, administrative work, procurement or other preparatory activity. Unless the written quotation states otherwise, deposits are non-refundable once the project has been scheduled and work or project-specific commitments have commenced.
Where a project is cancelled before any work has started and no third-party or other non-recoverable commitment has been made, ELV Tech Lab may consider a refund of the unused amount, less any clearly disclosed, reasonable administrative or transaction costs that have already been incurred and may lawfully be deducted.
Payment of a deposit does not mean that unlimited work, revisions or additional deliverables are included. Only the items expressly stated in the approved quotation or agreement form part of the project.
3. Digital services and development projects
For websites, software, applications, maintenance, consulting and other digital services, fees may be earned progressively as work is completed. This can include discovery, requirements gathering, research, wireframes, interface design, development, configuration, testing, deployment preparation and project management.
- Once a stage has been completed and presented, the payment allocated to that stage is generally non-refundable.
- Where work is underway but a later stage has not begun, any potential refund will be assessed against the unperformed portion of the agreed scope.
- Third-party costs, including domain registration, hosting, licences, paid plugins, stock assets, subscriptions, payment processing and external contractor charges, are not refundable by ELV Tech Lab where those costs have already been incurred and cannot be recovered.
- Where a client requests cancellation after delivery or access to a completed deliverable has been provided, a refund will not ordinarily be available for that completed work.
4. Design, branding and creative work
Brand identity, graphic design, corporate branding, artwork and other creative services require research, concept development and professional time. Fees attributable to completed research, concepts, drafts, design work or approved milestones are not refundable merely because the client later chooses not to use the work or prefers a different creative direction.
If a project is cancelled before the agreed design work begins, the unused portion may be considered for a refund. If initial concepts or drafts have already been produced, the value of that completed work and any agreed cancellation charges will be taken into account. Requests for a new direction, additional concepts or work outside the approved brief may require a separate quote.
5. Printing and customised merchandise
Printed materials and customised products are often produced to a client's specifications. This may include names, logos, colours, sizes, quantities, selected materials, finishing and other personalised details. Once artwork has been approved and an order has entered production, cancellation or a change of specification may no longer be possible.
- Orders that have entered production are generally not eligible for cancellation or a change-of-mind refund.
- Payments for materials purchased, production already completed, setup, tooling, outsourced work or other non-recoverable costs will not ordinarily be refundable.
- Clients are responsible for carefully checking spelling, names, quantities, dimensions, colours, artwork and other specifications before giving final approval.
- Where a delivered item has a verified production defect or materially differs from the approved specification due to an error attributable to ELV Tech Lab or its production partner, we will assess the issue and may offer repair, replacement, reprint or another appropriate remedy.
Minor variations that are normal in a production process, including reasonable differences in screen-to-print colour appearance or material texture, are not necessarily defects. We will assess any complaint against the approved proof, stated specifications and reasonable production tolerances.
6. Client cancellations and changes
A client who wishes to cancel or pause a project must notify ELV Tech Lab in writing by email. The notice should identify the project and the requested effective date. A cancellation takes effect when we acknowledge receipt, not merely when a message is drafted.
On cancellation, the client remains responsible for payment for work completed up to the cancellation date, approved milestones, materials ordered, third-party charges and other commitments made specifically for the project. If the amount paid exceeds these sums, any eligible balance may be refunded. If the amount paid is insufficient, the outstanding balance may remain payable under the agreed terms.
Changes to the brief, deliverables, quantity, materials, functionality or timeline may affect the price and delivery date. We will confirm any additional cost or revised scope for approval before proceeding with the changed work.
7. Delays, inactivity and failure to provide materials
Clients are expected to provide accurate content, approvals, access credentials, feedback and other required materials within the agreed timeframes. Where a project is delayed because required information or approval is not supplied, the delivery schedule may be extended and the project may need to be rescheduled.
Client inactivity does not automatically create a right to a refund. If a project remains inactive for an extended period, we may contact the client to agree on a restart plan, revised timeline or closure of the engagement. Work already completed and costs already committed remain payable.
8. When ELV Tech Lab cannot complete the work
If ELV Tech Lab determines that it cannot deliver a material part of the agreed scope for reasons within our control, we will communicate with the client and discuss a reasonable solution. Depending on the circumstances, this may involve completing the outstanding work, providing an alternative deliverable, or refunding the amount paid for the specific portion that has not been performed.
No refund will be calculated against work already completed or costs properly incurred for the project, except where applicable law or a written agreement requires otherwise. We will not use this clause to avoid responsibility for a failure to provide services as agreed.
9. Reporting defects or service issues
Please inspect delivered work or products promptly. For visible damage, incorrect quantities, printing defects or a material mismatch with an approved specification, contact us within 48 hours of delivery where reasonably possible. Include your order or project reference, a description of the issue and clear photographs or other supporting evidence.
For digital services, report the issue with enough detail for us to reproduce or investigate it. We will review whether the issue falls within the agreed scope, whether it is attributable to our work, and whether it can be corrected under the original agreement. The 48-hour request is intended to help us investigate promptly; it does not remove any mandatory rights or remedies available under applicable law.
10. Refund assessment and processing
All refund requests must be submitted to admin@elvlab.info with the client's name, project or order reference, payment evidence, amount requested and reason for the request. We may ask for further information where necessary to assess the claim.
We aim to acknowledge refund enquiries within three business days and provide an initial decision or update within seven business days after receiving the information reasonably required. If a refund is approved, it will normally be returned through the original payment method where practicable. Processing time may depend on the bank, payment provider or other financial institution; please allow up to 14 business days after approval for the funds to appear, unless we advise you otherwise.
We do not guarantee that a refund will be issued in cash or through a different payment channel. Any alternative method must be agreed by both parties and may require verification to prevent fraud or mistaken payment.
11. Chargebacks and payment disputes
If you believe a payment was made in error or a service was not provided as agreed, please contact us first so that we can review the matter and attempt to resolve it. This does not prevent you from using any dispute or complaint process available through your bank, payment provider or a relevant authority.
Submitting a chargeback does not cancel outstanding contractual obligations for work already completed or costs properly incurred. We may provide relevant quotations, approvals, correspondence, delivery records and payment documentation to the payment provider when responding to a legitimate dispute.
12. Fraud, unauthorised payments and duplicate transactions
Suspected unauthorised transactions, duplicate payments or payments made to an incorrect account should be reported immediately. We may request transaction references and other reasonable evidence before taking action. Confirmed duplicate payments will be reviewed for reversal or refund, subject to verification and any applicable payment-provider process.
13. No waiver of statutory rights
This policy is intended to explain our normal commercial process. It does not exclude, restrict or replace any consumer rights, statutory remedies or legal protections that apply and cannot lawfully be waived. If a provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory requirement will prevail to the extent of the conflict.
14. Policy updates and interpretation
ELV Tech Lab may update this policy to reflect changes in our services, operating practices or legal requirements. The version published on this page applies from its stated effective date. For an existing project, any specific refund or cancellation terms agreed in writing will continue to apply to the extent they are consistent with applicable law.
Questions about the meaning or application of this policy should be sent to admin@elvlab.info. We will consider each request on its facts and communicate our decision in writing.
15. Contact details
ELV Tech Lab
Email: admin@elvlab.info
Phone / WhatsApp: +234 812 541 2914
Website: elvlab.info
Effective date: 31 October 2026. Last updated: 31 October 2026.