1. The short version
Cancel whenever you like. There is no notice period and no cancellation fee. You keep access until the end of the period you have already paid for. Annual plans carry a 7-day cooling-off period with a full refund. We always correct our own billing mistakes, and your records stay exportable throughout.
The rest of this page sets out the detail.
2. How to cancel
Email hello@ezerng.com from the address on the account and ask us to cancel. We will confirm in writing within one business day.
There is no notice period, no cancellation fee, and no requirement to explain why.
3. What happens when you cancel
- Your subscription stops renewing immediately.
- You keep full access until the end of the period you have already paid for. We do not cut you off on the day you cancel.
- After that, the account closes and your records remain available for export for 30 days.
- Deletion completes within 90 days, as set out in our Privacy Policy.
Export before you go. We strongly recommend exporting your member register and records before the 30-day window closes. Once deletion has run, we cannot recover your data.
4. When we refund
| Situation | What you get |
|---|---|
| Annual plan, cancelled within 7 days of first payment | Full refund |
| Annual plan, cancelled after 7 days | No refund. Access continues to the end of the paid year, and the plan does not renew. |
| Monthly plan | No refund for the current month. Access continues to the end of it, and no further charge is taken. |
| Duplicate charge, or an amount charged in error | Full refund of the incorrect amount |
| Charged after you cancelled | Full refund of that charge |
| A fault on our side stops you using the service and we cannot resolve it in reasonable time | Service credit for the affected period, applied to your next renewal |
5. When we do not refund
- Partial months on a monthly plan, where the service was available and working.
- Annual plans cancelled after the 7-day cooling-off window.
- Short interruptions, maintenance windows, or individual features being temporarily unavailable.
- Where the account was suspended or closed for a serious breach of our Terms of Service.
- Where you simply did not use the service, but it was available to you throughout.
- Interruptions caused by circumstances outside our reasonable control, such as a third-party provider outage or a general internet failure.
If your situation does not fit neatly into any of the above, write to us anyway. We would rather look at it properly than hide behind a table.
6. Billing errors and duplicate charges
If we charge you the wrong amount, charge you twice, or charge you after you cancelled, we refund it in full, no argument and no restocking of any kind. Tell us as soon as you notice and we will investigate immediately.
7. Failed payments
If a renewal payment fails, we will let you know and give you a reasonable chance to update your payment details before anything changes. We do not delete records because a card was declined. Your existing records stay exactly where they are.
8. How to request a refund
Email hello@ezerng.com with:
- the ministry name on the account;
- the email address on the account;
- the Paystack transaction reference, or the date and amount charged;
- a sentence on what went wrong.
We acknowledge every request within one business day and give a decision within five business days.
9. How long refunds take
Approved refunds are issued through Paystack, to the original payment method. Once we submit it, the money typically reaches you within 5 to 10 business days, depending on your bank. We cannot refund to a different account from the one that paid.
10. Changes to this policy
We may update this policy. Any change applies only to payments made after the change takes effect, we will not apply a new rule retrospectively to money you have already paid.