Refund Policy

1. Overview

Gephra Ltd is committed to customer satisfaction. This Refund Policy outlines the circumstances under which refunds are issued for Gephra Trade services.

2. Single Assessment Refunds

2.1 Eligibility

You may request a full refund for a Single Assessment ($5) if:

• The report does not help you understand your export gaps
• You are dissatisfied with the quality or accuracy of the assessment
• Technical issues prevented you from accessing or completing the assessment

2.2 Timeframe

Refund requests must be submitted within 7 days of payment.

2.3 Process

To request a refund:

1. Email support@gephra.com with:
   • Your account email
   • Assessment ID (found in your dashboard)
   • Brief reason for the refund request
2. We will process your request within 3 business days
3. Refunds are issued to the original payment method within 5-10 business days

2.4 No Questions Asked

We honor refund requests within the 7-day window without requiring detailed justification. Your satisfaction is our priority.

3. Unlimited Plan Refunds

3.1 First Month Guarantee

If you subscribe to the Unlimited Plan ($20/month) and are unsatisfied, you may request a full refund of your first month's payment within 14 days of subscription.

3.2 Subsequent Months

After the first month, subscription fees are non-refundable. However, you may cancel anytime to prevent future charges.

3.3 Cancellation

To cancel your Unlimited Plan:

• Go to Account Settings > Subscription
• Click "Cancel Subscription"
• Confirm cancellation

You retain access until the end of your current billing period.

3.4 No Prorated Refunds

If you cancel mid-cycle, no prorated refund is issued for unused days. You keep access through the paid period.

4. Non-Refundable Circumstances

Refunds will NOT be issued in the following cases:

4.1 Change of Mind After 7 Days (Single) / 14 Days (Subscription)

Once the refund window closes, payments are final.

4.2 Account Violations

If your account is terminated for violating our Terms of Service, no refund is provided.

4.3 Misuse or Fraud

Attempts to obtain refunds through fraudulent means result in account termination and no refund.

4.4 External Factors

We are not responsible for:

• Changes in destination country regulations after your report is issued
• Third-party service provider performance (certification bodies, freight forwarders)
• Your inability to meet export requirements identified in the report
• Rejected shipments or customs issues

4.5 Free Services

The Market Requirements Explorer and free preview scores are provided at no cost and are not subject to refunds.

5. Technical Issues and Service Credits

5.1 Platform Downtime

If the Platform is unavailable for more than 24 consecutive hours due to our error:

• Single Assessment users affected may request a refund or credit
• Unlimited Plan subscribers receive a prorated credit for downtime exceeding 48 hours

5.2 Report Generation Failures

If payment is processed but your report fails to generate due to technical error:

• We will regenerate the report within 24 hours, or
• Issue a full refund if the issue cannot be resolved

5.3 Payment Errors

If you are charged incorrectly (duplicate charges, wrong amount):

• Contact support@gephra.com immediately
• We will investigate and refund erroneous charges within 5 business days

6. Refund Processing

6.1 Processing Time

• Refund approval: within 3 business days of request
• Refund to payment method: 5-10 business days (depends on payment provider)

6.2 Payment Method

Refunds are issued to the original payment method:

• Mobile Money: Refunded to the same mobile number
• Credit/Debit Card: Refunded to the same card
• Bank Transfer: Refunded to the originating account

6.3 Currency

Refunds are issued in the original transaction currency (USD). Currency conversion fees, if any, are not refunded.

6.4 Payment Processor Fees

Some payment processors (Dodo Payments, PESAPAL, Mobile Money operators) charge transaction fees. These fees are non-refundable and may be deducted from refund amounts.

7. Disputes and Chargebacks

7.1 Contact Us First

If you have a payment dispute, contact us at support@gephra.com before initiating a chargeback. Most issues can be resolved quickly.

7.2 Chargebacks

Initiating a chargeback without contacting us:

• May result in account suspension pending investigation
• Prevents us from resolving issues directly
• May incur chargeback fees that we may seek to recover

7.3 Fraudulent Chargebacks

If you initiate a chargeback after receiving services and your refund request was previously denied for valid reasons, we reserve the right to pursue legal remedies and ban your account permanently.

8. Exceptions and Special Circumstances

8.1 Goodwill Refunds

In exceptional circumstances (e.g., service quality issues, unusual hardship), we may issue refunds outside the standard policy at our sole discretion.

8.2 Partnership or Bulk Purchases

Organizations purchasing assessments in bulk (trade associations, NGOs) are subject to custom refund terms outlined in their agreements.

9. How to Request a Refund

10. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes take effect immediately upon posting. Refund requests are governed by the policy in effect at the time of purchase.

11. Contact Information

For refund inquiries: