Effective Date: July 2026
1. Overview
Tropic Dreams Technology Ltd is a professional services and technology consulting firm. Our engagements involve the allocation of skilled resources, intellectual effort, and planned capacity that begins before and continues throughout the delivery of our services. This Refund Policy sets out the circumstances under which refunds may be issued, the process for requesting a refund, and the conditions that apply to each service type.
This policy is to be read alongside our project sign-off agreement.
2. General Principle
Tropic Dreams does not offer refunds for work already delivered, time already allocated, or resources already deployed. Where a client terminates an engagement or disputes a charge, any refund entitlement is assessed against what has been delivered, what was genuinely ready to deliver, and the circumstances of the termination.
We are committed to resolving disputes fairly and in good faith. If a client is dissatisfied with any aspect of our service, we encourage direct engagement with our account management team before any formal refund request is made.
3. Project-Based Engagements
3.1 Fixed-Scope Projects
Where a project has been contracted on a fixed-scope, fixed-fee basis and Tropic Dreams has commenced delivery, the following applies.
If a client terminates the agreement before project completion, fees will be assessed on a proportional basis relative to work completed at the time of termination. A delivery summary will be provided within five working days of termination, setting out milestones completed, work in progress, and deliverables ready for handover.
Fees already paid that exceed the value of work completed at the point of termination will be refunded within 14 working days of the delivery summary being agreed by both parties.
Where the termination is initiated by Tropic Dreams due to circumstances within our control, and no material breach by the client has occurred, fees paid for work not yet delivered will be refunded in full.
3.2 Time and Materials Projects
Fees charged on a time and materials basis are non-refundable once the corresponding work has been logged, reviewed, and invoiced. Where a client disputes the accuracy of time recorded, a detailed time log will be provided within five working days of the request for review.
4. Support Plans and Retainer Hours
4.1 Purchased Support Hours
Support hours are sold as blocks with a 12-month validity period from the date of purchase. Hours not utilised within the validity period will expire and are not refundable.
Where a client terminates a support arrangement prior to the expiry date, unused hours remaining on the account at the date of termination will be subject to the following treatment. If the client has utilised fewer than 25% of purchased hours at the date of termination, a refund of 50% of the value of unused hours will be issued. If the client has utilised 25% or more of purchased hours, no refund will apply to the remaining balance, as significant capacity and resource planning will have been committed to the account.
4.2 Non-Refundable Components
The review and revert SLA component of any support plan, any administrative costs associated with account setup, and any hours already consumed in the delivery of support tickets are non-refundable under any circumstance.
5. Refunds in the Event of Material Breach
5.1 Breach by Tropic Dreams
Where Tropic Dreams has materially breached the service agreement and has failed to remedy that breach within the 15-day cure period prescribed by the project sign-off agreement, the client may be entitled to a refund of fees paid for services not delivered or materially defective. The amount will be assessed in accordance with the nature and extent of the breach and the proportion of the engagement affected.
5.2 Breach by the Client
Where the client has materially breached the service agreement including but not limited to failure to make payment within agreed terms, failure to provide information or access required for delivery, or violation of agreed project governance — no refund will be due. In accordance with the sign-off agreement, the client remains liable for all financial obligations incurred prior to the termination date, including fees for work completed or in progress at the time of the breach.
6. Errors and Service Defects
Where an error, defect, or omission in our deliverables is attributable to Tropic Dreams, we will remedy the issue at no additional cost to the client. This is the primary remedy for service quality issues. A monetary refund for defective work will only be considered where the defect cannot reasonably be remedied, or where the client has suffered a demonstrable loss as a direct result of the defect that cannot be addressed through correction of the work.
Non-billable errors including issues arising from previous implementations delivered by Tropic Dreams, will be resolved at no cost to the client and do not constitute grounds for a broader refund claim.
7. Invoices and Payment Disputes
A client who disputes an invoice must raise the dispute in writing within 10 working days of the invoice date. Disputed amounts will be placed on hold pending resolution. Undisputed portions of the invoice remain due and payable on the original terms.
Where a dispute is resolved in the client’s favour, the excess amount will be credited to the next invoice or refunded within 14 working days, at the client’s election.
Where a dispute is raised after the 10-day window without good reason, Tropic Dreams reserves the right to treat the invoice as accepted.
8. Requesting a Refund
All refund requests must be submitted in writing to hello@tropicdreams.tech, addressed to the account management team, and must include the following:
- The client’s company name and account reference
- The invoice number or numbers to which the refund request relates
- The amount claimed and the basis for the claim
- Any supporting documentation
Tropic Dreams will acknowledge all refund requests within 3 working days and provide a substantive response within 10 working days.
Where a refund is agreed, payment will be made by bank transfer to the client’s nominated account within 14 working days of the agreement being confirmed in writing by both parties.
9. Goodwill Credits
Tropic Dreams may, at its discretion, issue goodwill service credits in circumstances where a refund is not strictly due under this policy but where the client experience has fallen below the standard we hold ourselves to. Goodwill credits are applied against future invoices and are not redeemable for cash.
10. Governing Law
This Refund Policy is governed by the laws of the Federal Republic of Nigeria. Any disputes arising from the application of this policy that cannot be resolved through good faith negotiation shall be subject to the jurisdiction of the courts of Lagos State.
11. Policy Review
This policy is reviewed annually and may be updated to reflect changes in our service model, regulatory requirements, or industry practice. The version in effect at the time of the relevant engagement applies.
For questions about this policy contact hello@tropicdreams.tech