Refund & Cancellation Policy

1 Introduction & Scope

This Refund & Cancellation Policy ("Policy") is incorporated by reference into the Terms of Service of TRIFIX ARTISAN NETWORK LTD ("Trifix," "we," "us"). It governs the circumstances under which a Client may cancel a booking and receive a refund of funds held in Escrow, and the financial consequences of cancellations for both Clients and Artisans.

Trifix operates as a technology platform that facilitates connections and provides Escrow administration services through licensed third-party payment processors. Trifix is not a party to the underlying contract for services between Client and Artisan.

2 Definitions

For the purposes of this Policy:

• "Escrow Funds" means the total amount paid by the Client for a job (or Milestone) and held by Paystack or Monnify pending release instructions from Trifix.
• "Service Fee" or "Booking Fee" means the non-refundable platform fee charged by Trifix, typically 5% of the job value, which is deducted from the Artisan's payout upon job completion.
• "Transport Fee" means the amount deducted from a Client's refund to compensate an Artisan for travel costs incurred, calculated based on GPS-verified dispatch.
• "Milestone" means a discrete, agreed-upon phase of a multi-day job with its own Escrow funding.

3 Cancellation by Client — Before Artisan Dispatch

A Client may cancel a booking at any time prior to the Artisan being dispatched to the job location. Dispatch is confirmed when the Artisan indicates within the Platform that they are en route, which triggers GPS tracking.

4 Cancellation by Client — After Artisan Dispatch (En Route)

If a Client cancels a booking after the Artisan has been dispatched and GPS data confirms the Artisan is en route to the Client's location, the following shall apply:

Trifix does not profit from Transport Fees; these amounts are remitted entirely to the Artisan. The Transport Fee is a genuine pre-estimate of the Artisan's loss and is not a penalty.

5 Cancellation After Work Has Commenced

Once an Artisan has arrived at the Client's location and commenced work, the standard cancellation process does not apply. Any request for refund at this stage shall be treated as a Dispute and shall be governed exclusively by the Dispute Resolution Policy.

Clients are strongly advised to:

• Communicate any dissatisfaction to the Artisan immediately and document such communication via the in-app chat;
• Take photographs or videos of the work in progress if concerns arise;
• Raise a formal dispute through the Platform before releasing the Completion Code.

Release of the Completion Code constitutes the Client's acknowledgment that the work has been satisfactorily completed, and no refund shall be available thereafter except in cases of proven fraud or material misrepresentation.

6 Cancellation by Artisan

If an Artisan cancels a booking after acceptance, fails to appear at the scheduled time without reasonable justification, or abandons a job before completion:

• The Client shall receive a 100% refund of all Escrow Funds for the affected job or Milestone.
• The Service Fee shall be refunded to the Client, and Trifix shall instead charge the Artisan a cancellation penalty equal to 5% of the job value. This penalty shall be automatically deducted from the Artisan's Trifix Wallet or withheld from future payouts.
• Trifix may, at its discretion, attempt to rematch the Client with another Artisan. Any difference in pricing between the original and replacement Artisan shall be presented to the Client for approval before confirmation.

Repeated cancellations by an Artisan may result in account suspension or termination as set forth in the Terms of Service.

7 Multi-Day Jobs & Milestones

Any job anticipated to require more than one (1) business day for completion must be structured into discrete Milestones agreed upon by both parties through the Platform before work commences. Each Milestone shall have its own Escrow funding.

Refunds for Milestone-based jobs shall be governed as follows:

• If a Client cancels before a Milestone commences, the Escrow Funds for that specific Milestone shall be refunded in accordance with Section 3 or 4 of this Policy, as applicable.
• If a Milestone has been completed and the Client has released the Completion Code for that Milestone, such payment is final and non-refundable.
• If a dispute affects only certain Milestones, refund determinations shall be limited to the Escrow Funds allocated to those disputed Milestones.

8 Materials, Parts & Third-Party Costs

• Materials Paid Outside the Platform: Any payment for materials made directly between Client and Artisan (cash, bank transfer, or any off-platform method) is not covered by this Policy, the Escrow system, or any Trifix guarantee. Trifix shall have no obligation or liability whatsoever regarding such materials, including their quality, suitability, cost, or return.
• Materials Purchased Through Platform Escrow: Where a job listing explicitly includes materials as a separate line item funded through Escrow, Trifix may, in its discretion, consider evidence regarding unused or defective materials in the context of a dispute. However, Trifix makes no warranty as to material quality and shall not be liable for any loss arising from material defects.
• Client-Procured Materials: If the Client supplies their own materials, the Artisan is not responsible for defects in such materials unless the Artisan expressly agreed in Platform chat to inspect and approve the materials prior to use.

Clients are strongly encouraged to ensure that any materials required for a job are clearly specified in the job description and that payment for materials is processed exclusively through the Trifix Platform's Escrow system.

9 Refund Processing & Timelines

All refunds are processed through Trifix's licensed payment partners, Paystack and Monnify. Trifix does not directly hold or control Client funds.

• Wallet Refunds: Refunds credited to a User's Trifix Wallet are typically available for immediate use or withdrawal.
• Bank/Card Refunds: Refunds to the original payment method (bank account, debit/credit card) are subject to the processing timelines of Paystack, Monnify, and the User's financial institution. These timelines generally range from five (5) to ten (10) business days but may extend longer in certain circumstances.
• Trifix Not Liable for Processor Delays: Trifix shall not be liable for any delays in refund processing caused by third-party payment processors, banking systems, or the User's financial institution.

10 Non-Refundable Items & Fees

The following amounts are expressly designated as non-refundable under all circumstances:

• Trifix Service Fee (Booking Fee): Once a booking is confirmed, the Service Fee is earned by Trifix for the facilitation of the connection and is non-refundable, except where Trifix, in its sole discretion, elects to waive this fee.
• Completed Milestones: Escrow Funds released for a completed Milestone are final and non-refundable, except as determined through a formal dispute.
• Transport Fees: Once deducted and paid to an Artisan, Transport Fees are non-refundable.
• Any amounts paid directly to an Artisan outside the Platform.

11 Dispute-Based Refunds

Refund requests arising from disputes over work quality, completeness, or scope shall be governed exclusively by the Dispute Resolution Policy. The following summary provisions apply:

• Disputes must be raised within 48 hours of job completion or abandonment.
• Trifix's determination regarding the release of Escrow Funds for disputes involving amounts ≤ ₦150,000 is final and binding.
• For disputes exceeding ₦150,000, Trifix may refer the matter to independent mediation, with costs shared equally by the Client and Artisan.
• Trifix does not award damages, compensation, or any sums beyond the Escrow Funds held for the disputed job.

12 Limitation of Liability & Indemnification

READ CAREFULLY — THIS SECTION LIMITS TRIFIX'S LIABILITY

To the fullest extent permitted by applicable Nigerian law:

• No Liability Beyond Escrow: Trifix's liability in connection with any cancellation or refund is strictly limited to the release of Escrow Funds in accordance with this Policy. Trifix shall not be liable for any additional amounts, including but not limited to consequential damages, loss of profits, inconvenience, or costs of substitute services.
• Cap on Liability: In the unlikely event a court of competent jurisdiction finds Trifix liable for any claim arising under this Policy, Trifix's total aggregate liability shall not exceed the amount of the Service Fee paid by the Client (or deducted from the Artisan) for the specific job in question.
• Indemnification: You agree to indemnify, defend, and hold harmless Trifix, its affiliates, officers, directors, employees, and agents from and against any and all claims, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to (a) your cancellation of a booking; (b) any dispute regarding refunds; or (c) any claim that Trifix improperly processed a refund.
• No Warranty: Trifix makes no warranty or representation that any particular refund request will be granted. All determinations are made in Trifix's reasonable discretion based on the evidence available.

13 Force Majeure & Exceptional Circumstances

Trifix shall not be liable for any failure or delay in processing refunds or cancellations due to events beyond its reasonable control, including but not limited to acts of God, war, terrorism, civil unrest, government action, epidemics, natural disasters, or failures of third-party payment systems or telecommunications networks.

In the event of a force majeure event, Trifix will use commercially reasonable efforts to resume normal operations as soon as practicable.

14 Governing Law & Jurisdiction

This Policy, and any dispute or claim arising out of or in connection with it (whether contractual or non-contractual), shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.

Subject to the binding internal process for disputes ≤ ₦150,000 as set forth in the Dispute Resolution Policy, any legal action or proceeding arising out of or relating to this Policy shall be instituted exclusively in the courts of Akwa Ibom State, Nigeria, or the Federal High Court of Nigeria (whichever has competent jurisdiction). You irrevocably submit to the jurisdiction of such courts and waive any objection based on improper venue or forum non conveniens.

15 How to Request a Cancellation or Refund

All cancellation and refund requests must be initiated through the Trifix Platform. Requests submitted via email, phone, or social media will not be processed.

1. Log in to your Trifix account via the mobile app or website.
2. Navigate to "My Jobs" or "Bookings" and select the relevant job.
3. Click "Cancel Job" (if work has not commenced) or "Report a Problem / Raise Dispute" (if work has commenced).
4. Follow the on-screen prompts, providing a clear reason and any supporting evidence.
5. Trifix will acknowledge receipt and commence processing in accordance with this Policy and applicable timelines.

16 Changes to This Policy

Trifix reserves the right to modify or update this Policy at any time. Material changes will be communicated via the Platform or email. Your continued use of the Platform after the effective date of any revised Policy constitutes your acceptance of such changes.