Refund and Cancellation Policy

1. Introduction

This Merchant Refund and Cancellation Policy ("Policy") governs the terms under which Fusion Labs Limited ("Budj," "we," "us," or "our") issues refunds or credits for premium services and internal platform currency purchased by Merchants using the Budj platform.

By purchasing credits or launching ad campaigns, you agree to be bound by this Policy.

2. Platform Credits (Prepaid Credits)

A. Nature of Credits

Merchants purchase Prepaid Credits as a "Marketing & Rewards Service Fee" to fund cashback offers for their customers. This is a payment for the use of the Budj platform and its rewards facilitation services.

B. Non-Refundable Policy

All purchases of Prepaid Credits are final and non-refundable. Once credits are added to your Merchant Wallet, they represent a prepaid service fee and cannot be exchanged for cash or transferred back to your bank or M-Pesa account.

C. Credit Usage

Prepaid Credits do not expire as long as your account remains active. If your account is terminated for a breach of our Terms of Service, any remaining Prepaid Credits may be forfeited.

3. Advertising Campaigns (Billboard & In-App Ads)

A. Non-Refundable Production Costs

Fees paid for advertising campaigns (including "Billboard Ads" and "In-App Featured Sliders") are non-refundable once the campaign has been scheduled or materials have been produced.

B. Campaign Adjustments

While we do not offer refunds, you may request to pause or adjust an active digital campaign. Any remaining budget for a paused campaign will be held as a Service Credit for future use within our advertising platform.

4. Service Continuity and Credits

In the event of a sustained technical failure on our part that prevents you from accessing paid services (such as ad delivery) for more than 48 consecutive hours:

• We may, at our sole discretion, issue Service Credits to your account.
• Service Credits are not equivalent to cash and can only be used to offset future Budj platform fees or campaign costs.
• Monetary refunds will only be considered in exceptional circumstances where a technical error resulted in a duplicate charge that we are able to verify with our payment processors.

5. Disputes and Invoicing

Any disputes regarding an invoice or a specific charge must be raised within 14 days of the invoice date by contacting support@budj.app. Failure to raise a dispute within this period constitutes acceptance of the charges.

6. Contact Us

For any questions regarding your billing, credits, or this policy, please contact our Merchant Support team:

Fusion Labs Limited

Email: support@budj.app Phone: +254 711 455 555