Payment Policy

Introduction

Welcome to Fixespoint. Our Payment Policy outlines the terms and conditions related to payments for our services, referral program, and merchant transactions. This policy is designed to ensure clarity and transparency for all parties involved in financial transactions with Fixespoint.

Purpose: The purpose of this Payment Policy is to provide a clear understanding of how payments are handled on the Fixespoint platform, covering all aspects from service fees to referral rewards and merchant commissions.

Scope: This policy applies to: Scope:

Customers: Individuals who use Fixespoint services for mobile phone repairs.

Referral Participants: Individuals participating in our referral program to earn rewards.

Merchants: Repair professionals and businesses offering services through the Fixespoint platform.

2. Accepted Payment Methods

At Fixespoint, we strive to offer flexible and convenient payment options to meet the diverse needs of our customers. The following payment methods are accepted:

Credit/Debit Cards:

3. Payment Process

Service Payments:

Booking and Payment:

• Customers can book repair services through the Fixespoint website or mobile app.
• During the booking process, customers will be prompted to select their preferred payment method.

Payment Confirmation:

• Upon selecting a payment method and completing the transaction, customers will receive a confirmation email or SMS.
• The confirmation will include details such as the service booked, amount paid, and scheduled appointment (if applicable).

Receipt Issuance:

• A detailed receipt will be issued for every payment made.
• The receipt will serve as proof of payment and can be used for warranty claims or reimbursement purposes.

Referral Payments:

Earning Referral Rewards:

• Participants in the Fixespoint referral program earn rewards for referring new customers.
• Referrers will receive ₦500 for each referral that spends ₦5000 or more, and ₦250 for referrals spending ₦2500 to ₦4999.

Redeeming Referral Rewards:

Referral rewards can be redeemed in various forms:

• Cash
• Gift cards
• Airtime
• Data bundles
• Discounts on Fixespoint services.

Reward Distribution:

• Rewards will be credited to the referrer's Fixespoint account within 7 days of a successful referral.
• Referrers can choose their preferred redemption method and utilize their rewards accordingly.

Merchant Payments:

Commission Structure:

• Fixespoint charges a commission of 15-20% from merchants for services booked through the platform.
• The commission rate depends on the type of service and level of service provided.

Payout Schedule:

• Payouts to merchants will be processed on a regular schedule, typically monthly or bi-weekly.
• Payment methods include bank transfers or mobile payments, as per the merchant's preference and convenience.

Dispute Resolution:

• Any payment-related disputes or discrepancies will be handled promptly by the Fixespoint support team.
• Merchants can contact support for assistance in resolving payment issues or inquiries.

4. Billing Information

Collection of Billing Details:

• Customer Responsibility: Customers are responsible for providing accurate billing information during the checkout process.
• Billing Address: Required for verification and to process payments securely.
• Contact Information: Ensures effective communication regarding payment confirmation and receipts.

5. Pricing

Overview of Service Pricing:

• Transparent Pricing: Fixespoint offers clear and upfront pricing for all repair services.
• Competitive Rates: Pricing is competitive within the mobile repair industry in Nigeria.
• Service Categories: Prices may vary based on the type of service required (e.g., screen replacement, battery replacement, diagnostic service).

Breakdown of Costs:

• Labor Charges: Fees for the expertise and time required to complete repairs.
• Parts Costs: Prices for replacement parts used in the repair process.
• Additional Fees: Any supplementary charges, such as for expedited service or specialized repairs.

Taxes and Additional Charges:

• Taxation: Applicable taxes (e.g., VAT) are included in the final price displayed during checkout.
• Other Charges: Clarification on any extra fees or surcharges that may apply to certain services.

Pricing Policies:

• Price Adjustment: Fixespoint reserves the right to adjust pricing based on market conditions or operational costs.
• Notification: Customers will be informed of any changes to pricing before confirming their service booking.

Transparency Commitment:

• Detailed Estimates: Customers can request a detailed cost estimate before proceeding with repairs.
• Receipts: Issuance of receipts that outline the breakdown of charges, ensuring transparency in financial transactions.

6. Refunds and Returns

Conditions for Eligibility for Refunds:

• Service Guarantee: Fixespoint guarantees satisfaction with all repair services.
• Criteria for Refunds: Refunds are applicable under the following circumstances:
  1. Quality Concerns: If the repair does not meet expected standards or if there are issues with the replaced parts.
  2. Unresolved Issues: If the initial problem persists despite the repair service.
  3. Cancellation: If a service appointment is canceled within a specified timeframe.

Process for Requesting a Refund:

• Contact Fixespoint: Customers must contact Fixespoint customer support to initiate the refund process.
• Provide Details: Provide details of the service performed, reason for refund request, and any relevant documentation (e.g., receipt).
• Evaluation: Fixespoint will evaluate the request based on the provided information and service records.

Timeline for Refund Processing:

• Prompt Resolution: Fixespoint aims to process refunds promptly upon approval of the request.
• Communication: Customers will be informed of the status of their refund request throughout the process.

Non-Refundable Services or Products:

• Exclusions: Certain services or products may not be eligible for refunds, such as:
  1. Customized repairs or modifications as per customer request.
  2. Services completed outside of Fixespoint’s standard warranty period.

Policy Compliance:

• Adherence: Fixespoint complies with Nigerian consumer protection laws and regulations concerning refunds and returns.

7. Disputes and Chargebacks

Handling Payment Disputes:

• Resolution Process: Fixespoint is committed to resolving payment disputes in a fair and timely manner.
• Contact Customer Support: Customers or merchants should contact Fixespoint customer support immediately upon identifying a payment dispute.

Information on Chargebacks:

• Definition: A chargeback occurs when a customer disputes a charge with their bank or credit card issuer.

Reasons for Chargebacks: Common reasons include:

1. Unauthorized transactions.
2. Billing errors.
3. Non-receipt of goods or services.

Resolution Steps for Disputed Charges:

• Investigation: Fixespoint will conduct an investigation into the disputed charge.
• Communication: Updates will be provided to the customer or merchant throughout the investigation process.
• Documentation: Providing relevant documentation, such as transaction receipts and communication records, may be necessary to support the investigation.

Customer Support for Disputes:

• Assistance: Fixespoint customer support is available to assist with any payment disputes or chargeback inquiries.
• Resolution: Our team strives to resolve disputes efficiently to ensure a positive experience for all parties involved.

Policy Compliance:

• Adherence: Fixespoint complies with payment industry standards and regulations regarding dispute resolution and chargebacks.

8. Late Payments and Penalties

Policy on Late Payments:

• Definition: Late payments refer to payments not received by Fixespoint within the agreed-upon timeframe.
• Consequences: Late payments may result in penalties or fees applied to the outstanding balance.

Penalties or Fees for Late Payments:

• Penalty Structure: Fixespoint may impose penalties or fees for late payments, which can accrue based on the duration of the delay.
• Notification: Customers will be notified of any penalties or fees associated with late payments prior to their application.

Handling Late Payments:

• Communication: Fixespoint encourages customers to communicate proactively if there are challenges in making payments on time.
• Resolution: Our team is committed to working with customers to find mutually agreeable solutions to resolve late payment issues promptly.

9. Referral Program Payments

Earning Referral Rewards:

• Reward Structure: Fixespoint rewards participants for referring new customers to the platform.

Reward Amounts:

• Earn ₦500 for each referral that spends ₦5000 or more.
• Earn ₦250 for each referral that spends ₦2500 to ₦4999.

Redeeming Referral Rewards:

Redemption Options:

• Cash
• Airtime
• Data bundles
• Gift cards

Discounts on Fixespoint services.

Process for Referral Rewards:

• Crediting Rewards: Rewards will be credited to the referrer's Fixespoint account within 7 days of a successful referral.
• Choice of Redemption: Referrers can choose their preferred redemption option and utilize rewards accordingly.

Conditions for Reward Redemption:

• Referral Requirement: The referred customer must use the referrer's unique referral link or code during their first service booking.
• Minimum Spending: Referral rewards are contingent upon the referred customer meeting the minimum spending thresholds outlined.

10. Merchant Payments

Commission Structure:

• Commission Rates: Fixespoint charges a commission from merchants for services booked through the platform.
• Standard services: 15% commission.
• Premium services: 20% commission.

Payout Schedule:

• Frequency: Payments to merchants are processed on a regular schedule, typically monthly or bi-weekly.
• Methods: Payouts can be made via bank transfer or mobile payment, based on the merchant's preference.

Dispute Resolution:

• Handling Disputes: Fixespoint resolves payment-related disputes with merchants promptly and fairly.
• Communication: Merchants can contact customer support for assistance in resolving payment issues or disputes.

Terms for Merchant Payments:

• Payment Terms: Merchants agree to the commission rates and payout terms upon joining the Fixespoint platform.
• Invoice Generation: Invoices detailing services rendered and applicable commissions are provided to merchants.

11. Governing Laws

Applicable Laws:

• Jurisdiction: The Payment Policy and any related terms and conditions are governed by the laws of Nigeria.
• Dispute Resolution: Any disputes arising from or relating to the Payment Policy will be resolved in accordance with Nigerian law and under the jurisdiction of Nigerian courts.

Severability:

• Independent Provisions: If any provision of this Payment Policy is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that the remaining provisions remain in full force and effect.

Amendments:

• Policy Updates: Fixespoint reserves the right to modify or update the Payment Policy at any time.
• Notification: Changes will be communicated through the Fixespoint website, app, and email notifications.

Entire Agreement:

• Comprehensive Terms: This Payment Policy, together with any terms and conditions referenced herein, constitutes the entire agreement between the customer, merchant, and Fixespoint regarding payment matters.

Contact Us

For any questions or concerns regarding payments, services, legal inquiries, or the Payment Policy, please reach out to our customer support team.

Email: [email protected]