Refund and Cancellation Policy

This document is a working commercial draft prepared for Stawi Labs Limited. Items shown as [to be confirmed] are pending owner confirmation and legal review.

Effective date: 2026-11-03

This policy is issued by Stawi Labs Limited (trading as Stawi, “we”, “us”) and forms part of our Terms of Service. Because our products work differently, this policy is split into four sections. Please read the section that applies to your purchase.

1. Digital subscriptions (Job Alerts)

Cancellation

1. Cancel from your account settings or by emailing support at any time. Cancellation stops the next renewal; access continues to the end of the paid period.
2. Paid plans renew automatically at the end of each billing period unless cancelled before the renewal date.
3. Downgrading to the free tier takes effect at the end of your current paid period.

Refunds

1. Fault on our side. Refunds are available if alerts could not be delivered because of a fault on our side. See the Refund and Cancellation Policy. If paid alerts were not delivered for a sustained period because of a fault in our systems, we will refund the affected portion of your subscription or extend your subscription by an equivalent period, at your choice.
2. Change of mind. Because access to paid features begins immediately, subscription fees for a period that has already started are generally non-refundable, except where consumer law in your country gives you a cancellation or cooling-off right. Where such a right applies, we will honour it.
3. Accidental renewal. If a plan renewed and you contact us within 7 days of the renewal without having used paid features in that period, we will refund the renewal charge as a goodwill gesture.
4. No employment guarantee. Refunds are not available on the basis that you did not find a job, receive an interview or hear back from an employer. We are not an employer or recruitment agency and do not control those outcomes.

2. Website development, hosting and maintenance

Website development projects

1. Work starts only after you agree the scope, price and timeline in writing.
2. Deposit arrangement: [to be confirmed]. Once work has started, deposits are non-refundable except as agreed in writing, because they cover time already spent and resources already committed.
3. If you cancel a project before completion, you pay for work completed up to the cancellation date, and we deliver the work in progress in a reasonable format. Any payment above the value of work completed is refunded.
4. If we are unable to complete a project for reasons within our control, we refund amounts paid for work not delivered.
5. Milestone payments and the final balance are due as set out in your written agreement. A project is treated as complete when the agreed deliverables are published or handed over, or 14 days after we notify you that they are ready and you have not raised a material defect.
6. Fixes for defects that are our fault are provided without charge for 30 days after completion. Changes outside the agreed scope are quoted separately and are not grounds for refund.

Hosting and care plans

1. Hosting and care plans are billed monthly and renew automatically.
2. You may cancel at any time by giving at least 30 days’ notice by email to [email protected]. Cancellation takes effect at the end of the billing period following the notice period. No refund is given for the current period.
3. If we discontinue hosting or materially change the plan, we give you at least 30 days’ notice and refund any prepaid, unused period.
4. Before hosting ends we provide a reasonable opportunity to export your website files and data.
5. Third-party costs we paid on your behalf (for example domain registrations) are non-refundable.

3. Marketplace physical goods

The Marketplace is in development. The following will apply once it launches and checkout is enabled.

Who does what

1. Stawi’s platform responsibilities. We operate the technology, provide the order and messaging tools, and offer platform support. We may mediate disputes between buyers and Sellers but we are not the seller of the goods.
2. The Seller’s fulfilment responsibilities. Each Seller is an independent business and is responsible for product accuracy, stock, pricing, accepting orders, packing, delivery, returns, product quality and safety, and first-line customer service.
3. Your contract for the goods is with the Seller, and the Seller’s return terms shown on the listing apply, subject to your rights under consumer law.

How to request a return or refund

1. Contact the Seller through your order page or the contact details on the listing within [to be confirmed] of delivery, stating your order number and the reason.
2. Faulty, damaged or incorrectly described goods must be accepted for return or refund by the Seller. Change-of-mind returns depend on the Seller’s stated policy.
3. If the Seller does not respond within [to be confirmed], or you cannot agree, raise a dispute with us at [email protected]. We will review the order record, messages and evidence from both sides and give a decision within [to be confirmed].
4. Cancellations before dispatch are normally accepted by the Seller without charge. After dispatch, the return process applies.

How Marketplace refunds are paid

Marketplace refunds are processed through the payment partner to the buyer’s original payment method once a return or refund is approved. Stawi does not hold buyer or Seller funds unless a lawful, contractual arrangement with the payment partner is in place, so refund timing depends on the Seller, the payment partner and your bank.

4. Partner commissions

1. Partner commission payouts are business payments from us to approved partners. They are not customer refunds and are not Seller settlements, and this policy’s refund procedures do not apply to them.
2. Commissions are earned only on qualifying transactions: completed, paid and non-refunded purchases of Stawi’s own products. If a referred customer’s payment is refunded, reversed or charged back, the related commission is cancelled. If it has already been paid, it is deducted from the partner’s next payout.
3. Commissions are held for [to be confirmed] before becoming payable, to allow for refunds and reversals.
4. Full details are in the Partner and Referral Programme Terms.

How to request a refund

1. Email [email protected] from the address on your account, or use the contact form on the website.
2. Include your name, the product or order concerned, the date and amount of payment, the payment reference if you have it, and the reason for your request.
3. We acknowledge requests within 3 working days and aim to give a decision within 14 days. Marketplace disputes follow the timeframes in section 3.

How refunds are paid

1. Approved refunds are returned to the original payment method through our payment provider. We cannot pay refunds to a different card, account or person.
2. We instruct the refund promptly on approval. The time it takes to appear in your account depends on the payment provider and your bank or mobile-money operator, typically 5 to 10 working days.
3. Refunds are paid in the currency of the original transaction. We are not responsible for exchange-rate differences or bank charges applied by your provider.

Consumer rights notice

Nothing in this policy limits or excludes rights you have under applicable consumer protection law that cannot lawfully be excluded, including rights relating to faulty goods, services not performed with reasonable care and skill, or statutory cooling-off periods. Where those rights give you more than this policy does, the law prevails.

Contact

Stawi Labs Limited Email: [email protected] Website: https://stawi.org