Refund &
Cancellation Policy.

01The short version

This policy applies to all Concepttolive products, currently RunMySchool and RunMyProgram. It forms part of our Terms of Service.

02How the service is delivered

We sell access to hosted software, not physical goods — so there is nothing to ship and no delivery address involved. Here is what you actually receive and when:

What you receive

A secure web address and administrator credentials for your organization's own instance of the platform, accessible from any modern browser on a computer or phone.

When access starts

Within 1 business day of payment clearing. For bank transfers this is counted from when funds land in our account.

Setup & migration

We import your existing records and configure the system for your calendar and fee structure. Typically completed within 5–10 business days of access being granted.

Training

Live sessions for your staff, scheduled with you during the setup period.

Going fully live

Most organizations are operating on the platform within two weeks of payment.

Proof of purchase

An emailed receipt is issued immediately on payment. Formal invoices are provided on request at no charge.

If we fail to grant access within the timeframe above and the delay is our fault, you are entitled to a full refund on request, regardless of any other provision in this policy.

0330-day money-back guarantee

Every new subscription carries a full 30-day money-back guarantee. If you request a refund within 30 calendar days of your first payment for a product, we refund 100% of what you paid.

What "no questions asked" means

It means the refund is not conditional on your reason. We will ask what went wrong, because that feedback is genuinely useful to us — but you are under no obligation to answer, and your answer has no bearing on whether the refund is granted.

What's included in the refund

• The full subscription fee you paid;
• Any setup or onboarding fee charged, if one appeared on your quote;
• Any migration work already carried out — we do not deduct for time spent.

The 30 days runs from

The date your first payment cleared — not the date you signed the quote, and not the date setup finished. If setup took two weeks, you still have a full 30 days from payment, which means at least two weeks of genuine use before you have to decide.

What happens to your data

We export everything you entered and send it to you in CSV and PDF format before your account closes. You do not lose the work your staff put in during the trial period.

04What isn't covered

To be straightforward about the limits:

• Renewal payments. The guarantee applies to your first payment for a product. Renewals are not refundable once the renewal period has begun, because you've already had a full term to evaluate the platform.
• Requests made after 30 days. Outside the window we don't refund the current period. You can cancel and nothing further will be charged.
• Custom development already delivered. Where you commissioned bespoke work outside the standard platform and we've delivered it, that portion isn't refundable. Undelivered custom work is fully refundable.
• Third-party costs already incurred. Travel booked at your request for on-site training outside Greater Accra, where the trip has already been taken.
• Payment processing fees retained by the payment provider on the original transaction, where the provider does not return them to us. In practice this is a small percentage and we usually absorb it rather than deduct it.

05How to request a refund

1. Write to us at hello@concepttolive.com, or message +233 50 918 8506 on WhatsApp. Email creates a record, so we prefer it for refunds.
2. Include your organization's name, the email address on the account, and the approximate date and amount of the payment. If you have the transaction reference from your receipt, include it — it speeds things up.
3. We acknowledge within 1 business day and confirm the refund amount and the method it will be returned by.
4. We initiate the refund within 3 business days of that confirmation.

There is no form to fill in, no retention call to sit through, and no fee.

06How refunds are processed

Refunds always go back to the original payment method. We cannot send a card refund to a Mobile Money wallet, or vice versa — payment providers require the return path to match the original transaction, and this also protects you against fraud.

Mobile Money

Returned to the wallet that paid. Typically 1–5 business days.

Visa / Mastercard

Returned to the card that paid. Typically 5–10 business days, depending on your issuing bank. We have no control over that final leg.

Bank transfer

Returned to the account that paid. Typically 3–7 business days. We may need your account details confirmed in writing first.

Card and Mobile Money refunds are executed through Paystack, the same processor that handled your original payment. You will receive written confirmation from us the moment the refund is initiated, including the reference you can quote to your bank or mobile money provider if it's slow to appear.

All refunds are made in Ghana Cedis (GHS), in the same amount as the original charge. If your card was issued abroad and your bank applies its own conversion rate, the amount landing in your account may differ slightly — that's your bank's spread, not a deduction by us.

07Cancelling your subscription

How

Email hello@concepttolive.com or message us on WhatsApp. That's the whole process. There is no notice period, no cancellation fee, and no requirement to explain yourself.

What happens next

1. We confirm your cancellation in writing within 1 business day.
2. Your access continues until the end of the period you have already paid for — we do not cut you off early.
3. Before access ends, we export your complete dataset to CSV and PDF and send it to you.
4. No further invoices are issued and no further payment is taken.
5. We retain your data for 90 days after access ends, in case you want to come back or retrieve something. After that it's deleted from live systems, with backups ageing out within a further 90 days.

You can ask us to delete everything immediately instead, and we will. See our Privacy Policy for full retention detail.

Mid-term cancellation

Cancelling part-way through a paid period does not generate a pro-rata refund of that period, unless you are still inside the 30-day guarantee window or the cancellation is caused by our failure to deliver the service.

If we change these terms

If we materially change our Terms of Service and you don't accept the change, you may cancel before it takes effect and we will refund the unused portion of your current period on a pro-rata basis. That right is set out in section 17 of the Terms.

08Renewals & price changes

Subscriptions do not renew automatically, and we do not store a card to charge you silently. This is deliberate — surprise renewal charges are one of the most common complaints about SaaS billing, and we've designed ours so they cannot happen.

• We send a renewal invoice before your period ends.
• Your subscription continues only if you choose to pay it.
• If your price is changing, we tell you in writing at least 30 days before your current period ends, so you have time to decide or budget.
• If you do nothing, your subscription simply lapses at the end of the paid period, and we export your data for you.

09Service credits for downtime

We target 99% availability in each calendar month, excluding announced maintenance and events genuinely outside our control. Where we miss that target, you are entitled to a credit against your next invoice:

99% or above

No credit — target met.

95% – 98.9%

10% credit of that month's pro-rata subscription fee.

90% – 94.9%

25% credit of that month's pro-rata subscription fee.

Below 90%

50% credit, and you may terminate immediately with a pro-rata refund of the remaining period.

Request a credit within 30 days of the affected month by writing to hello@concepttolive.com. Where we are aware of a significant outage we will normally apply the credit ourselves without waiting for you to ask.

Excluded from the calculation: maintenance announced in advance, failures of your own internet connection or devices, and force majeure events such as national power or telecommunications failures.

10Failed & duplicate payments

Duplicate charges

If you're charged twice for the same subscription, tell us and we refund the duplicate in full, immediately, regardless of how long ago it happened. This is our error to fix, not a refund request to assess.

Failed payments where money left your account

Mobile Money and card networks occasionally debit an account while the transaction fails on our side. These usually auto-reverse within 24–48 hours. If yours hasn't after 48 hours, contact us with the transaction reference and we will trace it with Paystack and ensure it's returned.

Overpayments

If you pay more than the invoiced amount, we'll contact you and offer either a refund of the difference or a credit against your next invoice — your choice, not ours.

11Chargebacks & disputes

If you believe a charge is wrong, please contact us before raising a chargeback with your bank. We can usually resolve a billing issue within a day, whereas a chargeback takes weeks, involves both banks, and may result in your account being suspended while it's investigated.

We commit to responding to any billing dispute within 1 business day and to resolving legitimate ones by refund rather than by argument.

Where a chargeback is raised against a charge that was properly due and correctly authorised, we reserve the right to suspend access until the matter is resolved. We will always contact you first and give you the chance to withdraw it.

12How to reach us

Refunds & billing

hello@concepttolive.com

Phone / WhatsApp

+233 50 918 8506

Post

Concepttolive, Spintex Road, Accra, Greater Accra Region, Ghana

Support hours

Monday–Friday 08:00–18:00 GMT · Saturday 09:00–13:00 GMT

Acknowledgement

Within 1 business day