Cancellation Policy

Overview

This Cancellation Policy outlines the terms and conditions for cancelling your SellPass subscription and services. We believe in transparency and want to ensure you understand your options when it comes to managing your account.

Subscription Cancellation

You have the right to cancel your subscription at any time. Here's how the cancellation process works:

How to Cancel

1. Log into your SellPass account
2. Navigate to Account Settings > Billing
3. Click on "Cancel Subscription"
4. Select your reason for cancellation (optional)
5. Confirm your cancellation

Alternative Cancellation Methods

• Email: Send cancellation request to [email protected]
• Support: Contact our support team for assistance
• Phone: Call our billing department during business hours

Cancellation Timeline

When you cancel your subscription:

• Immediate effect: No new charges will be processed
• Service access: You retain access until the end of your current billing period
• Data retention: Your data is preserved for 30 days after cancellation
• Reactivation: You can reactivate your account within 90 days

Billing Period Cancellation

Our cancellation policy varies based on your billing cycle:

Monthly Subscriptions

• Cancel anytime during your billing month
• Service continues until the end of the current month
• No refunds for partial months
• No additional charges after cancellation

Annual Subscriptions

• Cancel anytime during your billing year
• Service continues until the end of the current year
• Pro-rated refunds available within 30 days of purchase
• No refunds after 30 days

Refund Policy for Cancellations

Our refund policy for cancellations is as follows:

Eligible for Refund

• Annual subscriptions cancelled within 30 days
• Technical issues preventing service use
• Service unavailability for extended periods
• Billing errors or duplicate charges

Not Eligible for Refund

• Monthly subscriptions (no partial month refunds)
• Annual subscriptions cancelled after 30 days
• Change of mind after using the service
• Violation of terms of service

Data and Account Management

After cancellation, here's what happens to your data:

Immediate (0-30 days)

• Full access to all features and data
• Ability to export your data
• Access to customer support
• Ability to reactivate account

30-90 days

• Read-only access to your data
• Data export still available
• Limited customer support
• Account reactivation possible

After 90 days

• Account permanently deactivated
• Data may be permanently deleted
• No access to previous data
• New account required for reactivation

Service-Specific Cancellation

Different services may have specific cancellation terms:

Digital Products

• One-time purchases cannot be cancelled after delivery
• Refunds subject to our Return Policy
• Access to purchased content may continue

Online Courses

• Course access continues until subscription ends
• Progress is saved for 90 days
• Certificates remain valid

Memberships

• Access to member content ends with subscription
• Community access is suspended
• Member benefits cease immediately

Reactivation

If you change your mind, you can reactivate your account:

• Within 30 days: Full account restoration with all data
• 30-90 days: Account restoration with data recovery
• After 90 days: New account creation required

Business Account Cancellation

For business accounts, additional considerations apply:

• Admin must cancel all user subscriptions
• Team data is preserved for 30 days
• Bulk export options available
• Transition assistance provided

Force Majeure Cancellations

In cases of force majeure (natural disasters, extended outages, etc.):

• Service credits may be provided
• Extended access periods may be granted
• Special refund considerations may apply
• Communication will be provided via email

Dispute Resolution for Cancellations

If you have concerns about your cancellation or refund, we have a structured dispute resolution process:

Step 1: Contact Support

• Submit a support ticket through your account
• Include your account details and cancellation request
• Provide any relevant documentation or evidence
• We will respond within 24-48 hours

Step 2: Escalation Process

• If unsatisfied with the initial response, request escalation
• Your case will be reviewed by a senior support specialist
• Additional documentation may be requested
• Resolution typically within 3-5 business days

Step 3: Management Review

• For complex cases, management review is available
• Final decision within 7-10 business days
• All decisions are documented and communicated clearly

Special Circumstances

We understand that special circumstances may require different handling:

Medical Emergencies

• Extended access may be granted for medical emergencies
• Documentation may be required
• Case-by-case evaluation and resolution

Technical Issues

• Extended access for platform-wide technical issues
• Service credits may be provided
• Automatic extensions for significant outages

Billing Disputes

• Immediate suspension of charges during investigation
• Full refund if billing error is confirmed
• Transparent communication throughout the process

Account Recovery and Reactivation

If you change your mind after cancellation, we offer several recovery options:

Immediate Reactivation (0-30 days)

• Full account restoration with all data intact
• No additional setup required
• Immediate access to all features
• Billing resumes from the reactivation date

Extended Recovery (30-90 days)

• Account restoration with data recovery assistance
• Some data may need to be re-uploaded
• Support team assistance with setup
• Special reactivation pricing may apply

New Account Creation (90+ days)

• Fresh account creation required
• Previous data may not be recoverable
• Standard pricing and setup process
• Migration assistance available for a fee

Data Export and Backup

Before cancellation, we provide comprehensive data export options:

Automated Export

• One-click export of all account data
• Includes products, customers, analytics, and settings
• Multiple format options (CSV, JSON, PDF)
• Available for 30 days after cancellation

Manual Export Assistance

• Support team assistance with complex exports
• Custom data formatting available
• Priority processing for large accounts
• Additional fees may apply for extensive assistance

Data Backup Services

• Professional backup services available
• Secure cloud storage options
• Regular backup scheduling
• Disaster recovery planning

Refund Processing

When refunds are approved, here's how the process works:

Processing Timeline

• Approval: 1-3 business days for review
• Processing: 3-5 business days for processing
• Reflection: 5-10 business days to appear in your account
• Total Time: 7-18 business days end-to-end

Refund Methods

• Original payment method (preferred)
• Bank transfer for large amounts
• Store credit for partial refunds
• Check payment for special circumstances

Refund Notifications

• Email confirmation when refund is processed
• Tracking information provided when available
• Follow-up to confirm receipt
• Support available for any issues

Prohibited Cancellation Practices

To maintain fair service for all users, certain practices are prohibited:

Abuse of Refund Policy

• Repeated cancellations and reactivations
• False claims for refunds
• Manipulation of billing cycles
• Fraudulent cancellation requests

Consequences

• Account suspension for policy violations
• Permanent ban for severe violations
• Legal action for fraudulent activities
• Reporting to relevant authorities when required

Contact Information

For cancellation assistance or questions about this policy:

Billing Support:
Email: [email protected]
Hours: Monday-Friday, 9 AM - 6 PM WAT
Saturday: 10 AM - 4 PM WAT

Account Management:
Email: [email protected]
For complex cancellation scenarios and account recovery

Dispute Resolution:
Email: [email protected]
For escalation of cancellation disputes and complaints

Updates to This Policy

We may update this Cancellation Policy from time to time to reflect changes in our services, legal requirements, or business practices. Any changes will be:

• Posted on this page with an updated "Last updated" date
• Notified via email to all active subscribers
• Displayed prominently on our platform for 30 days
• Available in your account dashboard

Your continued use of our services after policy updates constitutes acceptance of the revised terms. If you disagree with any changes, you may cancel your subscription in accordance with this policy.

Legal Compliance

This Cancellation Policy complies with applicable consumer protection laws and regulations, including:

• Nigerian Consumer Protection Act
• International consumer rights standards
• Digital service provider regulations
• E-commerce and online service guidelines

Effective Date

This Cancellation Policy is effective as of September 14, 2025, and supersedes all previous versions. It applies to all cancellations and refunds processed on or after this date.