Refund Policy | MONDA Legal

Seven-day windowEligible initial service subscriptions may be cancelled within seven days.

Service-use conditionA full refund generally requires that no material service has begun.

Original payment methodApproved refunds are sent back through the original route where possible.

Insurance components and independently incurred legal or third-party fees may be governed by separate terms.

1. Scope

This Refund Policy applies to payments made to MONDA Legal through Paystack or another approved payment channel. It should be read with the Terms of Service and any insurance policy or Partner Law Firm engagement terms.

2. Seven-day cooling-off period for service subscriptions

A consumer who purchases a service electronically may cancel within seven days after the agreement is concluded, subject to the Electronic Transactions Act, 2008 (Act 772) and its exceptions.

MONDA Legal will provide a full refund of the eligible Platform subscription amount where all of the following apply:

TimingThe request is received within seven calendar days of the initial purchase.

No service useNo legal consultation has taken place, no Partner Law Firm has begun work, no document has been reviewed for the user, and no other plan benefit has been materially used.

No immediate-performance requestThe user did not expressly request or consent to the service beginning before the end of the cooling-off period.

VerificationThe request comes from the account holder and includes the relevant transaction reference.

Where a user expressly requests immediate access and a service begins with the user’s consent before the seven-day period ends, the statutory cooling-off right may not apply to the service already begun. This does not affect rights that cannot lawfully be excluded.

3. Insurance component

Electronic-transaction cooling-off provisions may treat insurance and other financial services differently. Where a plan includes legal-expense insurance, cancellation and refund of the insurance component will be determined by the licensed Insurance Partner’s policy terms and applicable insurance law.

MONDA Legal will identify or request confirmation of the insurance component and coordinate with the Insurance Partner. We will not promise a refund of an amount that belongs to, or is controlled by, the insurer unless the insurer or applicable law authorises it.

4. Duplicate, incorrect or unauthorised charges

We will refund a verified duplicate charge or an amount charged in error. A suspected unauthorised payment should be reported immediately to us, Paystack and the customer’s bank. We may require identity verification and transaction evidence before acting.

A failed payment attempt that debits the customer may be automatically reversed by the bank. If the reversal does not occur within the bank’s stated period, the customer should contact the bank and provide the transaction reference while also notifying MONDA Legal.

5. Renewals and unused time

Cancelling a subscription prevents future renewal when cancellation is completed before the next billing date. Unless required by law or expressly stated in the plan, completed renewal charges and unused days in an active billing period are not refundable on a pro-rata basis.

An exception may be made where the renewal resulted from a demonstrable system error, a cancellation request submitted before the billing date was not processed, or MONDA Legal was unable to provide the paid Platform service for a substantial period.

6. Non-refundable circumstances

Subject to applicable law, a refund will normally not be available where:

Service consumedA consultation occurred, a lawyer accepted and began work, a document was reviewed, or another material plan benefit was used.

Late requestThe request is made after the applicable cooling-off or plan-specific period.

User breachAccess was suspended or terminated for fraud, abuse, unlawful conduct or material breach.

Third-party feeThe amount is a properly incurred Partner Law Firm fee, court fee, filing fee, insurer charge or other third-party cost governed by separate terms.

Change of mind after performanceThe service was supplied as described and had already begun or been completed with the user’s consent.

7. How to request a refund

Send the request to enquiries@el-grey.co.uk with the subject “MONDA Refund Request”, or use the in-app support channel. Include:

Account detailsYour full name and the email or phone number linked to the account.

Transaction detailsPaystack transaction reference, payment date and amount.

ReasonA brief explanation and any supporting evidence.

Requested outcomeFull refund, partial refund or correction of a duplicate/incorrect charge.

Do not send full card details, PINs, one-time passwords or mobile-money security credentials.

8. Review and payment of approved refunds

We aim to acknowledge a complete request within two business days. We may consult the Partner Law Firm, Insurance Partner or Paystack to verify whether a service began and to identify the refundable amount.

Approved refunds will be initiated to the original payment method where possible. Bank, card-network, mobile-money or Paystack processing times are outside our control and may take several business days after initiation.

Paystack processing fees or third-party charges will be handled in accordance with Paystack’s rules, applicable law and the amount actually available for refund. We will clearly explain any lawful deduction before processing.

9. Chargebacks and disputes

Please contact us first so we can investigate and, where justified, refund or correct the transaction. Starting a chargeback does not remove our right to provide transaction records, proof of acceptance, service logs or other relevant evidence to Paystack and financial institutions.

10. Contact

Refund and billing questions: enquiries@el-grey.co.uk | 3 Praso Street, Batsonaa, Spintex, Accra, Ghana

Questions?

Email enquiries@el-grey.co.uk or write to 3 Praso Street, Batsonaa, Spintex, Accra, Ghana.