Ngabantu
Refund, Cancellation & Dispute Resolution Policy
Ngabantu • Digital Licenses • Paystack
Refund, Cancellation & Dispute Resolution Policy
This policy explains how Ngabantu manages refunds, cancellations and payment disputes for our Flutter background plugins and enterprise license keys, processed via Paystack and delivered through the Ngabantu Licensing Manager.
Version 1.0 • Last updated: 20 November 2025
Digital-only products • No physical goods

1. Introduction and Scope

This Refund, Cancellation, and Dispute Resolution Policy (“Policy”) describes how Ngabantu (“Ngabantu”, “we”, “us”, or “our”) handles refunds, cancellations, and payment disputes for all digital software licenses sold via Paystack for our Flutter background plugins and related enterprise tooling.

Our products are delivered as non-physical, non-transferable, cryptographically secured license keys that unlock functionality in Flutter applications. Payments are processed through Paystack, which provides payment processing and dispute handling infrastructure.

This Policy applies to:

  • All Ngabantu Flutter background plugins and add-ons listed on our official websites (including ngabantu.com, shop.ngabantu.com, and support.ngabantu.com).
  • All purchases completed via Paystack (test or live).
  • License keys generated and delivered through the Ngabantu Licensing Manager.

2. Nature of Our Products

Ngabantu sells digital, software-only products:

  • Flutter background plugins and related enterprise features.
  • License keys generated by our License Manager (AES-256-GCM encrypted and device-aware).
  • Access to documentation, SDKs, and integration support.

Key characteristics:

  • No physical goods are shipped.
  • License keys are delivered electronically to the email address provided at checkout.
  • Once issued and activated, the license key enables long-term or perpetual use (depending on the plan).

Because our products are instantly usable and provide access to intellectual property and source-level behavior, our refund framework must balance customer fairness with protection against misuse or fraud.

3. Eligibility for Refunds

We aim to be fair and reasonable. In general, Ngabantu may consider a refund where all of the following conditions are met:

3.1 Timeframe

  • The refund request is received within 14 calendar days of the original successful payment date as recorded by Paystack.
  • After 14 days, refunds are generally not granted except in exceptional circumstances (such as documented duplicate charges or clear technical failure on our side).

3.2 Usage and Activation

Because license keys provide immediate access, we also consider how the license has been used:

  • The license has not been extensively used in production.
  • The license has not been shared publicly, embedded in open-source repositories, or otherwise redistributed.
  • The license has not been used in a way that clearly indicates full commercial benefit has already been derived (for example, high-volume production tracking, scaled deployments, or significant billable work delivered using the plugin).

3.3 Technical Issues and Non-Fit

We are happy to work with you if:

  • You encounter technical issues that prevent basic use of the plugin, and
  • You have given Ngabantu a reasonable opportunity to diagnose and resolve the issue (for example, by providing logs, environment details, and reproductions), and
  • The issue is not caused by unsupported platforms, incompatible third-party libraries, or environmental constraints clearly outside the documented scope.

If, after reasonable best-effort support from Ngabantu, the product is still not usable in the documented and intended way, we may, at our discretion, offer:

  • A full or partial refund, or
  • A license transfer, extension, or upgrade, or
  • An alternative technical remedy that is acceptable to the customer.

4. When Refunds Are Not Available

To protect both our customers and our intellectual property, refunds will generally not be granted in the following situations:

4.1 Misuse and Abuse

  • The license key has been shared, resold, exposed publicly, or used in violation of the Ngabantu license terms.
  • The plugin has been reverse engineered, decompiled, or used for building competing products.
  • There is evidence of fraud, card testing, or chargeback abuse.

4.2 Change of Mind

  • The customer simply no longer needs the license after successful delivery and usage.
  • The customer expected undocumented features or behavior that are not part of the advertised functionality.

4.3 Incompatible Environments

  • The plugin is used in environments that are clearly outside Ngabantu’s documented support (for example: unsupported platforms, OS versions, or Flutter channels) and where we have clearly documented these limitations.

4.4 Excessive Usage Prior to Request

  • The plugin has clearly been used to deliver a complete project, generate billable work, or operate in production for a substantial period before a refund is requested.

5. Cancellations

Our Ngabantu Flutter plugin licenses are currently offered as one-time purchases (Starter, Professional, Enterprise) for specific device limits and use cases.

Because:

  • Licenses are not subscription-based (no recurring billing), and
  • License keys are delivered as soon as payment is confirmed,

“Cancellation” in this context generally means:

  • Cancelling a pending order before the license key has been generated and delivered, or
  • Cancelling an unredeemed test or trial arrangement where no license key has yet been issued.

Where a payment is pending or has not fully settled, we will coordinate with Paystack to determine whether the transaction can be voided or refunded according to their rules.

6. How to Request a Refund or Raise a Concern

If you are unhappy with your purchase or believe a refund may be justified, we request that you contact Ngabantu first before initiating a chargeback with your bank or card issuer.

6.1 Contact Details

Please contact our support team via:

  • Email: support@ngabantu.com
  • Subject line: “Refund Request – [Your Reference / Email / License]”

6.2 Information Required

To assess your request fairly and efficiently, please include:

  • Your full name and company name (if applicable).
  • The email address used at checkout.
  • The Paystack transaction reference (as seen on your Paystack receipt).
  • The Ngabantu license reference or license key (if available).
  • A clear description of the technical issue or business reason for your request.
  • Any relevant logs, screenshots, or reproduction steps if this is a technical matter.

6.3 Response and Resolution Timeframes

  • We will acknowledge receipt of your refund or complaint request within 2 business days.
  • We aim to provide a substantive response within 5–7 business days.
  • Complex technical investigations may take longer, but we will keep you updated.

7. Collaboration with Paystack on Disputes

Ngabantu respects the Paystack dispute management framework and the chargeback process operated by card issuers and banks.

7.1 Internal First, Then External

We strongly encourage customers to contact Ngabantu first to resolve issues. Many matters can be fixed quickly without the need for a formal dispute or chargeback.

7.2 Disputes Raised via Paystack

  • We will treat the dispute seriously and investigate it promptly.
  • We will use the Paystack Dashboard and dispute tools to review the transaction, our logs, license issuance records, and any support tickets.
  • Where the dispute is valid, we will not contest it and will work with Paystack to ensure the customer is made whole.
  • Where the dispute stems from misunderstanding or change of mind, we may provide Paystack with supporting evidence and will work with both Paystack and the customer towards a fair resolution.

7.3 Automated and Manual Chargebacks

  • We respond to Paystack dispute notifications within the stipulated timelines.
  • We provide clear, organized evidence where needed.
  • We maintain internal records to refine our fraud detection and customer experience.

8. Refund Method and Timing

For approved refunds:

  • All refunds are processed exclusively via Paystack, back to the original payment method used for the transaction, subject to Paystack and card network rules.
  • We do not issue cash refunds or refund to alternative methods not supported by Paystack.
  • Once a refund is initiated in Paystack, the timing of the credit back to your account is determined by Paystack and the relevant bank/card network. This typically ranges from a few days to several weeks, depending on the institution.
  • We will provide confirmation that the refund was initiated, including the Paystack reference.

9. Effect of Refund on License Keys

When a refund is granted:

  • The associated license key will be revoked or marked as invalid in the Ngabantu Licensing Manager.
  • Devices or applications attempting to use that license may be prevented from authenticating or receiving further updates.
  • Customers must remove the license key from their applications and stop using the plugin in production unless a replacement or alternate license arrangement has been agreed.

10. Dispute Escalation & Internal Governance

Ngabantu maintains an internal process for dispute escalation:

  • Level 1: Support team review – initial investigation, clarification, and best-effort resolution.
  • Level 2: Technical lead review – deeper diagnosis of integration issues, environment compatibility, and performance concerns.
  • Level 3: Management review – evaluation of complex or high-value cases, potential goodwill gestures, and decisions on contested chargebacks.

We keep internal records of all disputes and complaints to:

  • Improve documentation and developer guidance.
  • Identify patterns of misuse or fraud.
  • Continuously improve our plugins, SDKs, and licensing systems.

11. Relationship to Paystack Policies

This Policy is designed to complement, not replace, Paystack’s dispute and chargeback framework, card network rules (Visa, Mastercard, etc.), and applicable consumer protection laws in relevant jurisdictions.

In the event of any conflict between this Policy and mandatory law or Paystack’s required processes, the stricter or more protective rule for the end customer will apply, to the extent required by law or Paystack’s own policies.

12. Ngabantu Plugins on pub.dev

Our Flutter plugins are listed on pub.dev, the official package repository for Dart and Flutter, supported by Google and GitHub and governed by their own quality and compliance standards.

We treat these standards seriously by:

  • Maintaining accurate documentation and changelogs.
  • Responding to critical issues.
  • Ensuring that published artifacts match the licensed functionality described.

The payment and licensing logic (including this Policy) sits around those plugins to ensure fair and transparent commercial use.

13. Contact and Updates

For any questions about this Policy or to initiate a refund, cancellation, or dispute-related request, please contact:

Ngabantu may update this Policy from time to time to reflect changes in our products, legal requirements, or Paystack’s framework. When we make material changes, we will update the “Last updated” date at the top of this page and publish the latest version on our official website.