Refund & Cancellation Policy

OhShip is white-label software operated by Nextplace Technologies Limited (RC 1813382). Logistics providers licence the platform from us and run their own branded shipping business on it. That produces two separate payment relationships.

• Payments made on a branded booking site are processed by a third-party payment service provider licensed by the Central Bank of Nigeria, and settle directly to the logistics provider's own account or subaccount.
• The logistics provider is the seller and merchant of record. It sets its own prices, its own delivery terms, and its own refund terms — which may be stricter or more generous than anything on this page — and is solely responsible for honouring them.
• Every provider must publish its own refund terms and support contact on its branded site. Those terms govern your booking.
• Where a refund is approved, the provider issues it through the payment provider back to the original payment method, or credits the customer's wallet on the platform where the customer agrees.
• Carrier charges, customs duties, taxes and third-party surcharges already incurred on a shipment are generally not recoverable, and the provider may deduct them from any refund.

What a customer can recover depends on how far the shipment has travelled through the booking lifecycle. The following reflects the platform's standard behaviour; a provider may apply more generous terms.

Where a shipment is lost, damaged or materially delayed, that is a claim against the logistics provider and its carrier, subject to the carrier's liability limits and claim window. Raise it with the provider you booked with.

These terms apply between Nextplace and a logistics provider subscribing to the platform.

• Billed in arrears. We invoice monthly after the period, for the base fee plus the billable shipments actually processed. You are never asked to pre-pay for volume you have not used, which removes most of the reason a refund would arise.
• Only billable shipments are charged. Quotes, drafts, abandoned bookings and failed payments are never billed. A shipment cancelled or refunded before it becomes billable is not charged.
• Once billable, the platform fee stands. A shipment cancelled or refunded to the end customer after activation remains chargeable to the provider, because the platform service for that shipment was rendered. Our fees are independent of whether the underlying end-customer transaction is later reversed.
• Free period. Any trial or free period is stated in your Order Form. Fees begin to accrue only when it ends.
• Cancellation. Subscriptions run monthly and may be terminated on 30 days' written notice. Fees accrued up to the termination date remain payable; there is no refund of fees for a period already served.
• Billing errors. Raise a dispute in writing within 15 days of the invoice date, identifying the shipments or amounts in question. Where an error in our favour is confirmed against the platform records, we credit the difference to your next invoice, or refund it directly if no further invoice will issue. Pay the undisputed portion by the due date while a dispute is open.

• Shipments already delivered, or in transit.
• Payment-gateway processing fees, which are charged by the payment provider and borne by the merchant of record.
• Customs duties, taxes, carrier surcharges and third-party costs already incurred on a shipment.
• Platform fees for shipments that reached the billable state, even where the end customer was later refunded.
• Subscription fees for a billing period already served.
• Losses caused by incorrect delivery details, prohibited or restricted goods, or an inaccessible or refused delivery address.

If you booked a shipment

1. Contact the brand whose website you booked on, using the support contact shown on that site. They hold the funds and decide the refund.
2. Quote your tracking or waybill number, the amount paid and the date.
3. If you cannot reach them at all, write to support@ohship.africa and we will pass your request to the provider and confirm we have done so. We cannot issue the refund ourselves.

If you are a logistics provider

1. Email support@ohship.africa within 15 days of the invoice date.
2. Identify the invoice, the specific shipments or amounts disputed, and why.
3. We check the dispute against the platform records and respond within 15 days with a resolution, a credit note, or a refund.

Timings after a refund is initiated are controlled by banks and the payment provider, and are outside our control.

• Chargebacks on end-customer transactions are handled between the end customer, their bank, the payment provider and the logistics provider as merchant of record. The provider bears any chargeback, reversal or associated fee.
• We will provide platform records — booking, status history and tracking — to a provider defending a chargeback, on request.
• Raising a chargeback does not cancel a provider's platform fee for a shipment that already became billable.
• Please try to resolve a dispute with the provider before initiating a chargeback. It is usually faster.

Questions about this policy can be sent to support@ohship.africa, or by post to Nextplace Technologies Limited (RC 1813382), 33 Ina Obasi, Ogudu, Ojota, Lagos State, Nigeria. This policy should be read with our Terms of Service.