Refund & Cancellation Policy
Last updated 11 August 2026
We would rather fix a problem than argue about a refund. This policy sets out plainly when you get your money back, how much, and how long it takes. It forms part of our terms of service.
1. Hardware and equipment
Faulty on arrival. Tell us within 7 days of delivery and we replace the item or refund you in full, including the delivery cost. Your choice, not ours.
Wrong item supplied. If we sent something other than what your quotation specified, we collect it at our cost and either replace it or refund you in full.
Change of mind. Unopened and unused equipment in its original packaging can be returned within 7 days of delivery. We refund the item price less the delivery cost and any restocking fee the supplier charges us, which we show you before processing.
Later faults. Once past 7 days, equipment is covered by its manufacturer warranty. We handle the claim with the manufacturer or distributor for you at no extra charge.
Not returnable. Consumables, software licences that have been activated, and equipment damaged after delivery by misuse, power surge or accident.
2. Project work
This covers websites, custom software and other fixed-scope engagements.
Before work starts. Cancel before we begin and your deposit is refunded in full.
After work starts. You pay for the work properly completed up to the cancellation date and we refund the balance of your deposit. We show you the worked hours or completed milestones behind that figure.
If we fail to deliver. Where we do not deliver what the quotation promised and cannot put it right within a reasonable time, you get a full refund of the amounts paid for the undelivered part.
Defective work. Tell us within 30 days of delivery and we re-perform the work at no charge. Where we cannot fix it, we refund that portion of the fee.
3. Support retainers and subscriptions
This covers IT support retainers, Microsoft 365 management and Obali subscriptions.
Cancelling. Give 30 days written notice before your next renewal date. The service runs to the end of the period you have already paid for, and you are not billed again.
Part-used periods. We do not normally refund the remainder of a period you have already started, because the capacity is reserved for you. Where the cancellation is caused by our failure to deliver the service, we refund the unused portion pro rata.
Annual plans. Cancel within 14 days of the start of a new annual term and you get a full refund of that term, provided no significant service has been drawn down.
Third party licences. Microsoft 365 and similar licences follow the licensor's own cancellation rules, which often commit you for a full term. We tell you the commitment before you buy, and we pass through any refund we actually receive.
Obali Starter. Free, so there is nothing to refund. You can stop using it at any time and export your data first.
4. Duplicate and incorrect charges
If you are charged twice, or charged an amount that does not match your invoice, tell us and we refund the difference in full. No conditions and no time limit. Errors are ours to fix.
5. How to request a refund
6. How refunds are paid
Refunds go back to the original payment method. A card payment is refunded to that card, a mobile money payment to that wallet, and a bank transfer to the originating account. We cannot redirect a refund to a different account, which is a fraud control rather than an inconvenience we chose. Once we release a card or mobile money refund, your bank or network may take a few additional days to post it.
7. If you disagree with our decision
Ask for it to be escalated. A director will review the case and respond within 5 business days. Nothing in this policy limits any right you have under Ghanaian law.
Need to raise a refund?
Email hello@apex-meta.com or call +233 (0) 558 456 251, Monday to Friday, 8am to 5pm GMT.
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