Refund and Cancellation Policy

Valley of Memory Foundation is committed to transparency and responsible financial management.

This Refund and Cancellation Policy explains how we handle refunds, payment errors, donation cancellations, programme fees, event payments, and purchases made through our website.

The applicable terms depend on the nature of the payment. Nothing in this policy removes any rights or remedies available under applicable Nigerian law.

Donations support the Foundation's cultural preservation, educational, community development, and justice-related activities.

Because donations are voluntary contributions intended to support our mission, they are generally non-refundable once successfully processed.

However, we will consider refund requests in circumstances such as:

• Duplicate donations made accidentally.
• An incorrect donation amount resulting from a genuine payment error.
• An unauthorised transaction, subject to appropriate verification and applicable law.
• A donation processed incorrectly by the Foundation or its payment provider.
• Other circumstances in which a refund is required by law or expressly agreed by the Foundation.

Refund requests should be submitted as soon as possible after the transaction.

Where a donation was made for a specific project that is cancelled or can no longer reasonably proceed, the Foundation will handle the funds in accordance with any donor restrictions, applicable law, and any terms communicated when the donation was made. A refund will be considered where required or appropriate.

If the Foundation offers books, publications, merchandise, or other physical products for sale, customers should inspect their orders upon delivery.

A refund, replacement, repair, or other appropriate remedy may be available where:

• The item received is materially different from the item ordered.
• The item arrives damaged or defective.
• The order is incomplete or the wrong item was delivered.
• The order was cancelled by the Foundation and cannot be fulfilled.
• A refund or other remedy is required under applicable law.

Customers should notify us promptly and provide their order reference, a description of the problem, and supporting photographs where appropriate.

For change-of-mind returns, the Foundation may apply reasonable conditions that are clearly communicated before purchase, subject to applicable consumer protection law.

Nothing in this policy excludes any statutory rights relating to defective goods, misleading descriptions, or other legally recognised grounds for redress.

Where the Foundation charges fees for workshops, conferences, training, exhibitions, or other events, the cancellation and refund terms applicable to the activity will be stated during registration or before payment.

Depending on the circumstances:

• Cancellation by the Foundation: if a paid event is cancelled and no suitable alternative is accepted, an appropriate refund will be offered, subject to applicable law.
• Rescheduling: if an event is rescheduled, registered participants will be informed of the revised arrangements and any applicable refund options.
• Participant cancellation: refund eligibility may depend on the cancellation deadline and the conditions disclosed before payment.
• Non-attendance: failure to attend does not automatically entitle a participant to a refund, except where required by law or the applicable event terms.

Where a programme is free of charge, there is no programme fee to refund.

To request a refund, please contact the Foundation through the official email address listed below.

Include the following information where applicable:

• Full name.
• Email address or telephone number used for the transaction.
• Transaction reference or order number.
• Date and amount of payment.
• Reason for the refund request.
• Supporting documents, receipts, screenshots, or photographs where relevant.

Please do not email your full payment card number, PIN, password, or banking security credentials.

We may request additional information reasonably necessary to verify the transaction and assess the request.

We aim to acknowledge refund requests within five business days and communicate our decision as soon as reasonably practicable.

Where a refund is approved, we will initiate it through the original payment method where feasible, or another lawful and mutually acceptable method.

Actual processing times may depend on the payment provider, bank, payment method, verification requirements, and other circumstances outside the Foundation's control.

We will communicate any material delays where reasonably practicable.

If a payment appears to have failed but money was deducted from your account, please contact the Foundation with your transaction reference.

We will review the available payment records and, where necessary, coordinate with the payment provider.

A pending or reversed transaction may be resolved by the payment provider without requiring a separate refund. We will not knowingly issue duplicate refunds for the same transaction.

If you believe that a transaction was made without your authorisation, contact your bank or payment provider promptly and notify the Foundation.

We may conduct reasonable verification checks before taking action. This does not prevent you from exercising any rights available through your bank, payment provider, or under applicable law.

Approved refunds will ordinarily be returned through the original payment method.

We will not impose a refund fee where doing so would be unlawful. Any lawful deduction or non-refundable third-party charge must be appropriately disclosed and consistent with applicable law and the terms accepted at the time of payment.

If you disagree with a refund decision, you may contact the Foundation and request a review, providing any additional information relevant to the matter.

We will make reasonable efforts to resolve complaints fairly and transparently.

This policy does not prevent you from approaching your payment provider or a competent consumer protection authority, including the Federal Competition and Consumer Protection Commission where applicable.

We may update this policy to reflect changes in our activities, payment arrangements, or legal obligations.

The updated policy will be published on our website with a revised effective or revision date. Changes will not override rights that applicable law requires us to preserve.

For refund requests, payment enquiries, or cancellation questions, please contact:

Please include “Refund Request” in the subject line of your email.

Our commitment: we will handle payment concerns with fairness, transparency, accountability, and respect for the people who support our work.