Software Licence Purchase & Refund Policy

Last updated: August 2026

1. Overview & scope

This Software Licence Purchase & Refund Policy ("Policy") applies to the purchase, licensing, subscription and renewal of software products, modules, plans and related digital services supplied by Nowills Group Limited ("Nowills", "we" or "us") through our website, sales channels or licence-validation platform. It works alongside our Terms and the specific plan or agreement covering your licence.

2. Licences are granted, not sold

Nowills software products are licensed, not sold. When you purchase a plan, you receive a non-exclusive, non-transferable right to use the software for the licensed term, number of users and scope set out in your plan and validated through our licence-validation API. Title and intellectual property remain with Nowills or its licensors. A refund terminates the licence and your right to continued use.

3. 14-day money-back guarantee (new licences)

We want every customer to be confident in their purchase. For a first-time licence or new subscription to a Nowills software product, we offer a full refund within fourteen (14) calendar days of purchase, provided that:

• you have not materially used the software in production beyond reasonable evaluation;
• the licence has not been permanently activated, customised or integrated into live operations in a way that cannot be reversed; and
• you return or cease use of the software and any keys, credentials or materials provided.

To qualify, submit your request within the 14-day window as described in Section 8.

4. Subscription renewals & cancellations

Paid subscriptions renew automatically at the end of each billing cycle (monthly or annual, as selected) until cancelled. You may cancel renewal at any time from your client portal or by contacting us; cancellation stops future renewals but does not automatically refund the current paid period. Annual plans paid in advance may be cancelled for a pro-rata refund of the unused full months remaining, less any setup or non-refundable fees, where permitted under your agreement.

5. Non-refundable items

The following are not refundable except where required by law:

• one-time setup, implementation, onboarding, data migration, training and configuration services once work has commenced or been delivered;
• custom development, integrations or bespoke modules;
• third-party costs we pay on your behalf (e.g. hosting, SMS, payment-gateway or domain fees);
• renewal charges for an existing subscription outside the 14-day guarantee in Section 3;
• services already substantially consumed or delivered; and
• orders placed in breach of our Terms.

6. Plan changes (upgrades & downgrades)

You may upgrade or downgrade your plan at any time. Upgrades are charged on a pro-rata basis for the remainder of the current billing cycle. Downgrades take effect at the start of the next billing cycle; we do not issue cash refunds for downgrades mid-cycle, but the lower rate applies from the next renewal.

7. Defective or non-conforming software

If the software is materially defective or fails to perform as described and we cannot resolve the issue within a reasonable period, you may be entitled to a refund or service credit at our discretion. Routine bugs, feature requests, outages caused by third parties, or issues arising from unauthorised modification or misuse are not grounds for a refund.

8. How to request a refund

To request a refund, contact us within the relevant window and include your order number, licence key or reference:

• via the Support Centre by opening a ticket; or
• by email to info@nowills.com; or
• by phone on 053 885 5565.

Please provide the reason for the request and, where possible, supporting detail. We will acknowledge your request within two (2) business days.

9. Processing refunds

Approved refunds are returned to the original payment method used for the purchase (e.g. card, Mobile Money or bank transfer) and are typically processed within 5–10 business days. Refunds in GHS are converted where necessary at the rate applied by your payment provider. We are not responsible for delays caused by your bank or payment processor.

10. Chargebacks

Please contact us before initiating a chargeback. Disputes are almost always resolved faster through the Support Centre, and an unfounded chargeback may result in suspension of the affected licence and a service fee where permitted.

11. Changes to this policy

We may update this Policy from time to time. Changes take effect on the "Last updated" date above. Continued use or renewal after that date constitutes acceptance of the updated Policy.

12. Contact & governing law

Questions about this Policy or a refund request can be directed to info@nowills.com or 053 885 5565. This Policy is governed by the laws of the Republic of Ghana.