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Refund Policy

POL-REFUND-001 — PCIS Cloud services and wallet credit — Effective date: 1 June 2026

1. About This Policy

This policy explains when and how you can get your money back for PCIS Cloud services, including wallet top-ups, subscriptions and one-off charges. It applies to payments made through the PCIS Cloud portal and to payments made by invoice or bank transfer.

PCIS Cloud is operated by PCIS Limited (RC7726813), Plot 10, Olabanji Olajide Street, Lekki Phase 1, Lagos, Nigeria. Customers in the United Kingdom contract with PCIS Cloud LTD (company number 17362840), 66 Paul Street, London, EC2A 4NA. In this document, "PCIS", "we", "us" and "our" mean the PCIS entity named in your order, invoice or account.

2. How Payment Works

You pay for PCIS Cloud by adding credit to your wallet, in Nigerian naira, by card or other methods offered at checkout through our payment partner Flutterwave, or by bank transfer. Bank transfers are credited after our team confirms the payment.

Charges are then deducted from your wallet for the services you use. Some services are billed monthly based on what you run, and others are subscriptions billed monthly, quarterly or annually.

3. Wallet Credit

3.1 Unused wallet credit can be refunded on request, within 30 days of the top-up it came from.

3.2 After that period, unused credit stays in your wallet and can be used for any PCIS Cloud service. We will still consider a refund request on its merits, for example if you are closing your account.

3.3 Credit that has already been deducted for services you have used is not refundable, except as set out in Sections 4 and 5.

3.4 Where a payment processor charges a fee that we cannot recover on a refund, we may deduct that fee from the amount returned. We will tell you the amount before we process the refund.

4. Subscriptions and Recurring Charges

4.1 You can cancel a subscription at any time. Cancellation takes effect at the end of the current billing period (monthly, quarterly or annual), and you keep access until then.

4.2 We do not refund the remaining part of a billing period that has already started, once the service has been delivered and is available to you.

4.3 If you were charged for a renewal and you cancelled before the renewal date, or the charge was made in error, we will refund it in full.

5. When We Will Refund or Credit You

We will refund or credit you, in full or in proportion to the impact, where:

  • you were charged twice, or charged the wrong amount;
  • you paid for a service that we did not provision, or could not deliver as ordered;
  • a service was unavailable for a significant period because of a fault on our side, as set out in our Terms and Conditions; or
  • a payment was taken without your authorisation and you report it promptly.

6. Free Trials

A free trial does not involve a charge. If you convert a trial to a paid plan and change your mind, Section 4 applies to the plan you chose.

7. What Is Not Refundable

  • Services you have already used, for the period you used them.
  • Third-party licences, subscriptions or domain registrations that we bought on your behalf once they have been issued or activated, because we cannot recover the cost from the supplier.
  • Charges relating to services that were suspended or removed because of a breach of our Terms and Conditions.
  • Bank charges and fees you pay to your own bank or card issuer.

8. How to Request a Refund

8.1 Email support@pcis.io with: your account or organisation name, the date and amount of the payment, the transaction or bank reference, and the reason for the request.

8.2 We will acknowledge your request within 2 working days and tell you our decision within 5 working days.

8.3 Approved refunds are paid within 7 to 10 working days. Banks and card issuers can take additional time to show the money in your account.

8.4 Refunds are returned to the original payment method. For bank transfers, we pay back to the account that sent the payment. At your request, or if the original method is no longer available, we can credit your wallet instead.

9. Chargebacks and Disputes

Please contact us before raising a dispute with your bank or card issuer, because we can usually resolve a payment problem faster directly. If a chargeback is raised, we may suspend the related services until it is resolved.

10. Changes to This Policy

We may update this policy from time to time. The version in force when you made a payment applies to that payment.

11. Contact Us

PCIS Cloud support: support@pcis.io
Phone: +234 806 825 1547 (Lagos), +44 7539 880779 (London)
Address: Plot 10, Olabanji Olajide Street, Lekki Phase 1, Lagos, Nigeria
Website: https://pcis.io