Refund Policy

This policy version is current as of 1 June 2026. Previous versions are archived and available on request. Material changes will be notified to active subscribers 30 days in advance of effective date. Prior versions remain on file and are available on request to accounts@centrasolve.com.

1. Overview

CentraSolve recognises that institutional buyers commit to advisory platforms with care. This Refund Policy is designed to be fair, transparent, and consistent with the platform's audit-trail discipline. It is a companion to the Cancellation Policy (which addresses ending the ongoing relationship) and the Legal Terms.

2. Refunds for recurring subscriptions

Applies to: Large Infrastructure Projects, Strategic Futures Planning, Corporate Restructuring practitioner subscriptions, Business Rescue practitioner subscriptions, and CentraSolver Expanded and Unlimited.

The current period's payment is not refunded when a recurring subscription is cancelled. Recurring subscriptions are paid monthly in advance, and the paid month runs to completion. The customer retains full subscription access until the end of the paid period; refer to the Cancellation Policy for the wind-down mechanics.

This rule applies regardless of payment method (card or EFT) and regardless of the day of the month on which cancellation is initiated.

Exception — service-interruption credits: see section 5 below.

3. Refunds for one-time engagement passes

Applies to: Bankability and Viability engagements.

Pre-activation refund window: 24 hours

The Bankability and Viability engagement pass is a once-off purchase. Within 24 hours of payment confirmation (for card payments) or invoice generation (for EFT payments) — whichever applies — and before the engagement has been first accessed on the platform, a full refund may be requested by emailing accounts@centrasolve.com with the invoice number and a brief reason.

The 24-hour window matches the standard payment commitment window and gives the customer a single, clear period during which to reconsider before committing to the engagement.

Post-activation: non-refundable

Once the engagement is first accessed on the platform, the 30-day access window begins and the pass becomes non-refundable. This reflects that the platform's value is delivered immediately upon engagement access: the cashflow engine, sensitivity matrix, covenant analysis, bank-pack production, and CentraSolver advisory are all available from the moment the engagement is opened.

4. Refund mechanics

For card payments (processed via Paystack)

• Processing time on our side: within 2 business days of refund approval.
• Posting time on the cardholder's statement: typically 5 to 10 business days, depending on the card issuer's processing schedule.
• The refund appears as a credit on the cardholder's statement from "PACP" or "CentraSolve" (the merchant identifier).
• Partial refunds are supported for service-interruption credits and where pro-rated arrangements have been agreed.

For EFT payments

• EFT refunds are transferred to the bank account from which the original payment was received (verified against the proof of payment on file).
• Processing time: within 2 business days of refund approval.
• The reference on the EFT refund includes the original invoice number for the customer's reconciliation.

5. Service-interruption credits

If CentraSolve suffers a material service outage exceeding 48 hours within any paid month, the customer may request a pro-rated credit applied to the following month's billing. For one-time engagement passes, the credit may be issued as a pro-rated refund or an equivalent extension of the 30-day access window, at the customer's preference.

What counts as a material outage

"Material outage" means inability to access the platform's core functions — module workspaces, document upload, report generation, or CentraSolver — sustained for the qualifying duration.

What does not count as a material outage

• Routine maintenance windows announced at least 48 hours in advance
• Minor feature interruptions where alternate paths to the same outcome remain available
• Force majeure events, including (without limitation): acts of God; natural disasters such as earthquakes, floods, severe storms or sustained extreme weather; acts of war, civil unrest, terrorism, or sabotage; sustained national or regional internet infrastructure failures; sovereign-level events including extended load-shedding beyond ordinarily scheduled outages and national emergencies; pandemics, epidemics, and government-declared public health emergencies; cyber-attacks or distributed denial-of-service attacks of sustained intensity that overwhelm reasonable defences
• Outages caused by third-party services outside CentraSolve's reasonable control (such as Hetzner platform outages, DNS-provider outages, certificate-authority compromises, or Anthropic API outages affecting CentraSolver) where reasonable failover and escalation have been attempted
• Outages caused by the customer's own infrastructure, network, or browser configuration

Service-interruption credit requests are submitted to accounts@centrasolve.com with the affected date range and a brief description of the impact. We respond within 2 business days.

6. Chargebacks

CentraSolve takes chargebacks seriously and prefers direct resolution. If a customer has a concern about a charge — an unexpected line item, a service that didn't deliver as expected, or a payment they don't recognise — we ask that they contact accounts@centrasolve.com first.

We respond within 2 business days, often the same day, and we are willing to engage on legitimate concerns including pro-rated credits, refunds in good faith, or platform-side remediation. The institutional-trust register is our default: we treat customer concerns as concerns worth understanding, not as adversarial actions.

If a chargeback is initiated with the cardholder's bank without prior contact

• Service is temporarily suspended during the dispute period pending investigation. Matter data is preserved during suspension; access is reinstated on resolution.
• Documentary evidence of service delivery is provided to the card network in response to the dispute. CentraSolve's audit trails — registration timestamps, login records, document upload history, AI-generation logs, report-production records — typically establish that platform value was rendered as described.
• If the chargeback is denied by the card network: standard service continues; the chargeback admin fee passed through by Paystack (as set by the card network and applied per Paystack's published merchant terms) is recovered from the cardholder's account as an administrative charge for the dispute process.
• If the chargeback succeeds: the disputed amount is returned to the cardholder; the customer's access is terminated in line with the Cancellation Policy; matter data is preserved for 90 days for potential re-engagement under fresh terms.

This policy is designed to be fair to genuine grievances and protective against opportunistic disputes. The chargeback admin fee recovery reflects the real cost imposed on the platform by a dispute, and signals that direct resolution is the appropriate first step.

7. Special and enterprise arrangements

Refund terms for Enterprise contracts, custom multi-module arrangements, and engagements arising from special requests may differ from this standard policy. Such terms are specified in the individual contract or letter of engagement and take precedence.

8. How to request a refund

Refunds are processed by request. Email accounts@centrasolve.com with:

• The invoice number or payment reference
• A brief reason for the request
• (For service-interruption credits) the affected date range and impact description

We respond within 2 business days. Approved refunds are processed within a further 2 business days using the mechanics described in section 4.