Refund & Cancellation Policy

This policy applies to all services purchased on nellasupport.com. Our aim is simple: if we haven't started work, you get your money back; once work or government filing has begun, refunds reflect what can still be recovered. Nothing in this policy limits your statutory rights under Ghanaian consumer protection law.

1. Cancelling before work begins

You may cancel any order before our team begins preparing it (that is, while it still shows as "Paid" and has not moved to "Processing" on your dashboard) for a full refund of the service fee. Simply message us from your dashboard or email info@nellasupport.com with your order reference.

2. Cancelling after work begins

• Preparation started, nothing filed yet: we refund the service fee minus a preparation charge of 30% (minimum GHS 100) to cover the professional work already done.
• Filed with the registry: once your application has been submitted to the ORC, GRA or any other public agency, the order can no longer be cancelled and the service fee is non-refundable, because the government does not refund statutory fees and the professional work is complete.

3. What is never refundable

• Government and statutory fees already paid to the ORC, GRA or other agencies on your behalf.
• Express processing fees, once priority handling of your order has started.
• Completed services — orders marked "Completed", documents already generated and delivered to your vault, and courier shipments already dispatched.
• Domain registrations once the domain has been registered in your name, as registries do not reverse registrations.

4. Rejected or delayed applications

If a registry rejects your application because of an error on our side, we correct and refile it at no extra cost. If rejection results from information you provided (for example, an unavailable business name where you declined our search advice, or inaccurate personal details), we will help you refile, though new government fees may apply. Registry processing times are outside our control and a delay by the ORC or other agencies is not by itself grounds for a refund.

5. Subscriptions (annual plans)

Annual compliance plans may be cancelled at any time from your dashboard or by contacting us; cancellation stops future renewals. If you cancel within 14 days of first payment and no filing work has been performed under the plan, we refund that payment in full. Renewal payments are refundable within 14 days of charge on the same condition.

6. How refunds are paid

Approved refunds are returned to your original payment method (card or Mobile Money) via Paystack within 5–10 business days of approval. We will confirm by email when the refund is issued. If your payment method can no longer receive funds, we will contact you to arrange an alternative.

7. How to request a refund

Message us from the order thread on your dashboard (fastest), or email info@nellasupport.com from your account email with your order reference (e.g. #c68b875d) and the reason. We acknowledge requests within one business day and decide within five.

8. Questions

Contact us at info@nellasupport.com or +233 59 699 4629 (phone/WhatsApp). NELLA Support · Business Reg. No. BN368692018 · 28 Road Leading Community 20, Lashibi, Accra, Ghana.