Payment, cancellation and refund policy

Payment, Cancellation and Refund Policy AN-OCEAN DRIVE Technical Services Effective date: 14 October 2026 Email: [email protected] Phone: +2347060548720 Address: 81 Ishawo Road, Charlie Peace Bus Stop, Agric, Ikorodu, Lagos Website: https://an-oceandrive.com 1. Purpose of This Policy This policy explains payment arrangements, cancellations, rescheduling, returns, and refunds for HVAC equipment purchases and services provided by AN-OCEAN DRIVE Technical Services. It applies to residential and commercial customers across Nigeria. Project-specific arrangements will be stated in your quotation, invoice, or service agreement. Nothing in this policy limits rights or remedies available under applicable Nigerian law. 2. Prices and Payment Methods Prices are quoted in Nigerian naira unless another currency is expressly agreed. Before you approve a purchase or service, we will disclose the applicable equipment price, service charges, taxes, delivery fees, installation costs, travel charges, and other material costs. Where available, online payments are processed through Paystack or Flutterwave using provider-hosted checkout. Any alternative payment method must be confirmed through our official business contact details. We do not request your banking password, PIN, one-time password, or card security code through telephone calls, email, WhatsApp, or website contact forms. 3. Deposits and Payment Schedules Some equipment orders or service projects may require a deposit, full payment, or staged payments. Your quotation or service agreement will state: The amount payable and what it covers. Any deposit required. When remaining payments become due. Any agreed milestones for staged payments. Relevant cancellation and refund arrangements. A deposit is credited toward the agreed purchase or service price. It is not automatically non-refundable. Additional work, parts, or charges require your approval before they are added to the agreed scope. 4. Payment Confirmation Payments are confirmed after verification against the relevant transaction or business payment record. A checkout redirect, payment screenshot, or automated acknowledgement alone does not confirm that funds have been received. Please retain your transaction reference and receipt. If money leaves your account but your order remains unpaid, contact us before attempting another payment so we can investigate and help avoid duplicate charges. Payment confirmation is separate from order acceptance, delivery scheduling, and appointment confirmation. 5. Booking Confirmation and Rescheduling A service request submitted through our website remains a requested appointment until we confirm it. Paying a booking deposit does not automatically confirm your preferred date or time. If you need to reschedule, contact us as early as possible. A replacement appointment depends on availability, location, and service requirements. Any proposed additional charge must be explained and agreed before rescheduling is finalized. 6. Customer Cancellations You may contact us to cancel an advance order or booking. Any cancellation charge must be lawful and reasonable in the circumstances. We will consider the nature of the order or service, the notice provided, work already performed, and costs reasonably incurred. Where applicable, we will explain any proposed deduction and how the refundable balance has been calculated. We do not apply a blanket “no refunds” rule or automatically retain every deposit. No cancellation charge will be imposed where applicable law prohibits it, including qualifying cancellations arising from the death or hospitalization of the person for whose benefit the booking or order was made. 7. Special Orders and Work Already Started For equipment ordered specifically for a customer, or a project where work has already begun, cancellation may involve costs that differ from those of a standard stock purchase or an unstarted service. Any special-order conditions will be disclosed before approval. We will assess cancellation requests fairly and identify any lawful, reasonable costs already incurred. Special-order status does not remove rights relating to defective, unsafe, misdescribed, or otherwise non-conforming goods. 8. Cancellations or Delays by Us If we cannot fulfil an accepted order or confirmed appointment, we will notify you and discuss available alternatives. You may accept an agreed replacement arrangement or request the appropriate refund for the unfulfilled supply, subject to your rights under applicable law. Where part of a project has already been completed, we will explain the completed work, the remaining scope, and the calculation of any refund. We will not charge you for services or goods that were neither supplied nor otherwise lawfully payable. 9. Incorrect, Damaged or Defective Equipment Contact us promptly if equipment arrives damaged, is incorrect, does not match the agreed description, or appears defective or unsafe. Provide your order reference, a description of the issue, and photographs where helpful and safe to obtain. Do not continue operating equipment that appears unsafe. We will assess the issue and arrange the applicable remedy, which may include repair, replacement, or a refund. Signing for delivery or failing to identify a hidden defect immediately does not waive your statutory rights. Manufacturer warranty terms do not replace protections available under Nigerian law. 10. Other Return Requests For returns unrelated to a defect or supply error, contact us with your purchase details and the reason for the request. We will assess eligibility under applicable law and any additional return arrangements disclosed before purchase. Please keep available packaging, accessories, manuals, and proof of purchase to assist the assessment. Packaging or documentation requirements will not be used to deny a remedy required by law. 11. Service Quality Concerns If you believe an installation, repair, or maintenance service has not met the agreed scope or applicable standards, contact us with your booking or project reference. We will investigate and discuss an appropriate remedy. Depending on the circumstances, this may involve correcting the work or refunding an appropriate portion of the service price. Charges for completed work will be assessed against what was agreed, what was delivered, and the extent of any failure. 12. Refund Assessment and Processing To request a refund, provide: Your name and contact details. Your order, booking, invoice, or transaction reference. The reason for the request. Relevant supporting information. We may need to verify the payment, inspect equipment, or review the work performed. We will explain any further information reasonably needed and communicate the outcome and expected processing arrangements. Approved refunds will normally be returned through the original payment method where supported. If another method is necessary, we will agree it with you and verify the recipient details. Payment-provider and bank processing may affect when funds appear in your account. We will not mark a provider refund as completed before the provider confirms it. Any deduction must be lawful, explained, and appropriate to the circumstances. We will not deduct fees where doing so would conflict with a statutory entitlement. 13. Duplicate Payments and Payment Disputes If you believe you have paid twice or have identified an incorrect charge, contact us with the relevant references. We will verify the records and arrange correction or reimbursement where appropriate. You may also contact your payment provider or bank and exercise any dispute rights available to you. Contacting us does not remove those rights. 14. Complaints If you disagree with a cancellation charge, return decision, or refund outcome, contact us and explain the issue. We will review the relevant records and discuss a resolution. You may seek assistance from the Federal Competition and Consumer Protection Commission or pursue other remedies available under Nigerian law. 15. Contact Details For payments, cancellations, rescheduling, returns, or refunds, contact: AN-OCEAN DRIVE Technical Services Email: [email protected] Phone: +2347060548720 Address: 81 Ishawo Road, Charlie Peace Bus Stop, Agric, Ikorodu, Lagos Website: https://an-oceandrive.com 16. Policy Updates We may update this policy for future transactions. Updates will appear on this page with a revised effective date. Changes will not retrospectively alter an accepted transaction without your agreement, except where required by law.