Last Updated: 7th December 2025
1. INTRODUCTION AND SCOPE
This Refund Policy (“Policy”) governs all refund requests for services provided by Ntchito.com (“Platform,” “we,” “us,” or “our”). This Policy applies to:
- Job Seekers and Individual Users who purchase subscriptions, enhanced features, or other paid services; and
- Organizations and Advertisers who pay for job postings, tender notices, consultancy announcements, grant listings, or similar services.
By making a purchase on Ntchito.com, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy in conjunction with our Terms of Service and Privacy Policy.
This Policy complies with applicable Malawian consumer protection laws and regulations. All monetary amounts referenced herein are in Malawian Kwacha (MWK) unless otherwise specified.
2. REFUND ELIGIBILITY FOR JOB SEEKERS AND INDIVIDUAL USERS
2.1 Accidental or Duplicate Purchase
Eligibility: You are entitled to a full refund if you were charged twice for the same subscription or service due to technical error or accidental duplicate payment.
Conditions:
- Refund request must be submitted within 48 hours of the duplicate transaction;
- You must provide proof of duplicate charges (e.g., bank statement, transaction receipts);
- The duplicate subscription or service must not have been accessed or utilized;
- Only one subscription may remain active following the refund.
Time Frame: Requests submitted beyond 48 hours will be reviewed on a case-by-case basis at our sole discretion.
2.2 Non-Delivery of Service
Eligibility: You are entitled to a full or prorated refund if a technical error or system failure prevents you from accessing paid features for a continuous period exceeding 24 hours, and we are unable to restore access within a reasonable time after you have contacted our team.
Conditions:
- Refund request must be submitted within 7 days of payment;
- You must provide documentation of the service interruption (e.g., screenshots, error messages, correspondence with our team);
- Refund amount will be prorated based on the number of days you successfully accessed the service versus the total subscription period;
- If the service was unavailable for the entire subscription period, a full refund will be issued.
Time Frame: Refund requests submitted after 7 days will not be honored unless exceptional circumstances apply, as determined by us in our sole discretion.
2.3 Change of Mind or Voluntary Cancellation
No Refund: Once a subscription has been activated and made accessible to you, no refund will be provided for change of mind, dissatisfaction with service features, or voluntary cancellation.
Rationale: Digital services are consumed immediately upon access. You may cancel your subscription to prevent future renewal charges, but fees for the current active subscription period are non-refundable.
Recommendation: We encourage users to review service features carefully through any available free trials or feature descriptions before purchasing.
2.4 Fraudulent or Unauthorized Transactions
Eligibility: If your payment method was used without your authorization (e.g., stolen credit card, unauthorized account access), you may be entitled to a full refund.
Conditions:
- You must report the fraudulent transaction immediately upon discovery;
- You must provide a police report or official fraud claim documentation from your financial institution;
- We reserve the right to conduct our own investigation and may request additional information;
- The associated account will be suspended pending investigation;
- Refund approval is at our sole discretion following verification of the fraud claim.
Time Frame: Report fraudulent transactions as soon as possible. Delayed reporting may limit our ability to process refunds.
3. REFUND ELIGIBILITY FOR ORGANIZATIONS AND ADVERTISERS
3.1 Non-Publication of Paid Posting
Eligibility: You are entitled to a full refund if your paid job posting, tender notice, or other listing is not published on the Platform due to technical error or administrative oversight within the agreed-upon timeframe.
Conditions:
- Refund request must be submitted within 72 hours of payment;
- The failure to publish must be attributable to Ntchito.com, not to incomplete submission, missing information, or non-compliance with our posting guidelines by the advertiser;
- You must provide your transaction receipt and posting submission confirmation.
Time Frame: Standard publication timeframe is 24-48 hours from receipt of payment and complete submission. If your posting does not appear within this window, contact us immediately.
3.2 Incorrect Publication or Material Errors
Eligibility: If your posting contains significant errors introduced by Ntchito.com staff (e.g., incorrect closing date, wrong organization name, wrong contact information), you are entitled to either:
- Immediate correction at no additional charge; or
- Prorated refund if correction is not possible or does not occur within a reasonable timeframe.
Conditions:
- Errors must be reported within 48 hours of publication;
- Errors must be material and attributable to Ntchito.com, not to information provided incorrectly in your original submission;
- We will first attempt to correct the error within 24 hours of notification;
- If correction is impossible or inadequate, a prorated refund based on remaining unexpired posting time will be calculated;
- Minor formatting differences or stylistic changes that do not alter the substantive content are not grounds for refund.
Time Frame: Error reports submitted beyond 48 hours of publication will not be eligible for refunds, though we may still attempt corrections at our discretion.
3.3 Early Withdrawal by Advertiser
No Refund: If you request early removal of your posting for any reason (e.g., position filled, budget constraints, strategic change), no refund will be provided.
Rationale: The service purchased is the publication and visibility of your listing for a specified duration. Once published, the service has been rendered and resources allocated. Early withdrawal is your voluntary decision and does not entitle you to reimbursement for unused posting time.
Alternative: Consider the full posting duration when purchasing to maximize value.
3.4 Policy Violation and Content Removal
No Refund: If your posting is removed by Ntchito.com for violation of our Terms of Service, community guidelines, or applicable laws, all fees are forfeited and no refund will be issued.
Examples of Violations:
- Discriminatory content or hiring practices prohibited under Malawian law;
- Fraudulent, misleading, or false job postings;
- Postings for illegal activities or services;
- Content containing hate speech, harassment, or offensive material;
- Violations of intellectual property rights;
- Attempts to circumvent Platform fees or policies.
Enforcement: We reserve the right to remove violating content immediately without prior notice and to suspend or terminate advertiser accounts.
4. REFUND REQUEST PROCEDURE
4.1 How to Submit a Refund Request
All refund requests must be submitted in writing via email to:
Email: info@ntchito.com
Subject Line: “Refund Request – [Your Transaction ID]”
4.2 Required Information
Your refund request must include the following information:
- Full Name (for individual users) or Organization Name (for advertisers);
- Email Address associated with the account or transaction;
- Date of Purchase (DD/MM/YYYY);
- Transaction ID or Invoice Number (found in your payment confirmation email or receipt);
- Detailed Reason for the refund request, including specific circumstances and supporting documentation;
- Payment Method used (e.g., mobile money, bank transfer, credit card);
- Supporting Documentation (e.g., screenshots, error messages, bank statements, duplicate charge evidence).
Note: Incomplete requests will not be processed. We may contact you for additional information if necessary.
4.3 Review and Processing Time
- Initial Review: We will acknowledge receipt of your refund request within 2 business days and provide a reference number for tracking purposes;
- Investigation: We will investigate your claim and review all supporting documentation within 7 business days of receipt;
- Decision: You will receive written notification of our decision via email within 10 business days of your initial request;
- Refund Processing: If approved, refunds will be processed within 7-14 business days from the date of approval;
- Receipt of Funds: Please allow an additional 5-10 business days for funds to appear in your account, depending on your financial institution or payment provider.
4.4 Method of Refund
Refunds will be issued using the same payment method used for the original transaction, unless:
- The original payment method is no longer available (e.g., closed account, expired card);
- Technical limitations prevent refund via the original method;
- You request an alternative refund method in writing, which we may accommodate at our discretion.
For mobile money refunds, ensure your mobile money account is active and capable of receiving funds.
5. EXCEPTIONS AND LIMITATIONS
5.1 No Refunds for Services Rendered
Once digital services have been accessed, utilized, or consumed, they are generally non-refundable except as specifically provided in this Policy.
5.2 Third-Party Payment Processing Fees
If your refund is approved, please note that third-party payment processing fees (e.g., mobile money transaction fees, bank charges, international transfer fees) may not be refundable and will be deducted from the refund amount where applicable.
5.3 Partial Subscriptions and Prorated Refunds
For subscription services, refunds are calculated on a prorated basis according to the number of days remaining in the subscription period. No refunds will be issued for subscriptions with less than 7 days remaining in the term.
5.4 Promotional and Discounted Services
Services purchased at promotional rates or during special offers are subject to the same refund conditions as regular-priced services unless otherwise stated in the promotional terms.
5.5 Force Majeure
Ntchito.com shall not be liable for refunds due to service interruptions caused by events beyond our reasonable control, including but not limited to:
- Natural disasters;
- Acts of war or terrorism;
- Government actions or regulatory changes;
- Internet service provider failures;
- Power outages;
- Pandemics or public health emergencies.
We will make reasonable efforts to restore service as quickly as possible in such circumstances.
6. DISPUTE RESOLUTION
6.1 Internal Resolution
If you are dissatisfied with our refund decision, you may request escalation to our team by replying to the decision email within 14 days. We will conduct a secondary review and provide a final determination within 14 business days.
6.2 Malawian Law and Jurisdiction
This Policy is governed by the laws of the Republic of Malawi. Any disputes arising from or relating to this Policy shall be subject to the exclusive jurisdiction of the courts of Malawi.
6.3 Alternative Dispute Resolution
Before pursuing formal legal action, parties agree to attempt good-faith negotiation and, if necessary, mediation to resolve disputes arising from this Policy.
7. MODIFICATIONS TO THIS POLICY
Ntchito.com reserves the right to modify, amend, or update this Refund Policy at any time. Changes will be effective immediately upon posting to the Platform, and the “Last Updated” date at the top of this Policy will be revised accordingly.
Your Responsibility: You are responsible for reviewing this Policy periodically. Continued use of Ntchito.com services following any changes constitutes your acceptance of the modified Policy.
Material Changes: For material changes that significantly impact user rights, we will provide notice via email to registered users at least 14 days before the changes take effect.
8. ACKNOWLEDGMENT
By using Ntchito.com and purchasing our services, you acknowledge that:
- You have read and understood this Refund Policy in its entirety;
- You agree to be bound by its terms and conditions;
- You understand your rights and obligations regarding refund requests;
- You will comply with the procedures outlined herein when seeking refunds.
END OF REFUND POLICY