Refund Policy

2.1 Federal Law – FCCPA

This Policy is aligned with the FCCPA, particularly:

• Sections 104–125: consumer rights, refund obligations, redress timelines
• Sections 120–124: service delivery standards, obligations of service providers
• Section 129: liability for breach, defective service, and unfair trade practices

The FCCPA mandates that refund terms be clear, transparent, fair, non-deceptive, and disclosed prior to transaction completion.

2.2 State Law – LSCPAL

The LSCPAL reinforces consumer rights within Lagos State by requiring:

• Non-misleading commercial practices
• Equitable refund mechanisms
• Reasonable cancellation windows
• Protection against deceptive or exploitative business conduct

2.3 Contractual Supremacy

Where permitted by applicable law, this Policy governs the contractual rights and obligations of Users and Businesses regarding refunds, cancellations, and compensatory value assignments facilitated through the Platform.

4.1 No Refund for User Default

A User shall not be entitled to any refund (monetary or otherwise) where the User is responsible for the failed or unused booking, including but not limited to:

• Failure to appear or utilise the booked service ("no-show").
• Late cancellation, meaning cancellation initiated less than 24 hours before the scheduled service time.
• User negligence, error, misinformation, or mis booking.
• Wilful refusal to receive service where the Business is present and prepared to deliver the service.

The FCCPA expressly prohibits refunds where the service provider is not in breach or has fulfilled its contractual obligations.

4.2 Refund Where the Business Is in Default

A User shall be entitled to compensation only where the Business fails to perform its contractual obligations, including:

• Business cancellation
• Business unavailability
• Business failure to attend
• Any fundamental non-performance not attributable to the User

In such cases, the User shall be entitled exclusively to a non-cash compensatory value, namely Dean Secure Points ("Secure Points"), subject to the conditions below.

5.1 Nature and Legal Character of Secure Points

Secure Points constitute a non-monetary credit issued by Dean solely for the purpose of enabling Users to rebook equivalent services on the Platform. Secure Points:

• Are not redeemable for cash;
• Are non-transferable;
• Do not constitute legal tender, digital currency, or a stored-value instrument;
• Serve solely as compensatory credit for future bookings.

This mechanism is permissible under the FCCPA where the system is pre-disclosed, not misleading, provides equitable value, and does not unfairly disadvantage the consumer.

Dean satisfies all statutory criteria.

5.2 Equivalence of Value

Secure Points issued as compensation shall be of a value equivalent to the monetary amount of the cancelled or undelivered service.

5.3 Expiry and Forfeiture

Secure Points:

• Must be utilised within three (3) months from the date of issuance.
• Automatically expire upon lapse of the validity period.
• Are not extendable, redeemable, or refundable after expiration.

Dean bears no liability for expired or unused points.

6.1 Standard Cancellation Requirement

All cancellations must be initiated not less than:

Twenty-four (24) hours prior to the scheduled service time.

6.2 Consequences of Late Cancellation

Cancellations made within 24 hours of the service time automatically result in:

• No refund,
• No Secure Points, and
• The forfeiture of all booking value.

This provision is consistent with recognized global scheduling norms and the FCCPA's principle of fair, pre-disclosed commercial practices.

7.1 Submission

Refund or compensation requests may be submitted through:

• The in-app or website dispute interface;
• Dean's customer support email;
• Dean's designated WhatsApp business support channel.

7.2 Review and Determination

Upon receipt:

• Dean shall review the facts, booking logs, and Business inputs;
• Determine whether the Business is in breach;
• Determine the User's eligibility under this Policy;
• Issue Secure Points where applicable;
• Communicate the final decision to the User.

Dean's determination is final and binding, without prejudice to the consumer's statutory right to escalate complaints under the FCCPA or LSCPAL.

• Dean shall not be liable for the quality, adequacy, timeliness, or fitness of services provided by Businesses.
• Dean's total aggregate liability under this Policy is strictly limited to the value of Secure Points issued in respect of the transaction.

Dean shall not be liable for:

• User error, negligence, or omission;
• Losses arising from expired Secure Points;
• Commercial losses of any nature;
• Consequential, incidental, or special damages.