Refund Policy.

1. Scope of this policy

This policy covers every fee you pay PrimusBids through the Platform, including health & social care audits, regulatory application support, bid-writing services, training and any other paid service or deposit you purchase. It supplements our Terms of Service. Payments are processed by our third-party payment processor, Flutterwave; we never store your card details.

2. Before work begins

If you change your mind before any work has started on a paid service, tell us within 14 days of payment and we will issue a full refund, no questions asked. Work is considered to have begun once we have started research, drafting, review, scheduling or any other substantive step toward delivering the service, and we will confirm this in writing when it happens.

3. After work begins

Except as otherwise stated on the Platform or required by applicable law, fees paid for audits, quotes and other paid services are non-refundable once the service has begun. This reflects the nature of our work: bid writing, compliance audits and regulatory applications are bespoke, time-boxed and often delivered against a submission deadline.

Where we cannot complete a service you have paid for — for example, a tender is withdrawn or we are unable to deliver a scheduled milestone — we will refund the unused portion of the fee, or offer to move the value to another service of equal or lesser cost, at your choice.

4. Deposits and installments

• Deposits secure scheduling and are credited against your total fee. They are refundable in full before work begins and non-refundable once it has.
• Installments follow the schedule agreed in your quote. Cancelling a project does not remove installments for work already completed.
• If you cancel a multi-stage engagement, you will be invoiced for stages already delivered and refunded for any stage paid in advance that has not started.

5. Errors and duplicate payments

If you are charged in error — a duplicate transaction, an incorrect amount, or a charge after cancellation — we will refund the affected amount in full, usually within five working days of you telling us.

6. How to request a refund

Email hello@primusbids.com from the address on your account, or call +44 7974 184477 during office hours (Monday–Friday, 09:00–17:30 GMT). Please include:

• your invoice or order reference;
• the service the payment relates to; and
• a short description of why you are requesting a refund.

We acknowledge every request within two working days and aim to give you a decision within five working days.

7. How refunds are paid

Approved refunds are returned to the original payment method through Flutterwave and typically appear on your statement within 5–10 working days, depending on your bank or card issuer. We cannot refund to a different payment method than the one used to pay.

8. Exceptions

We are unable to refund:

• deliverables that have been completed and accepted, including submitted bids and issued audit reports;
• third-party costs incurred on your behalf, such as regulator or registration fees;
• fees where a refund request arrives after the service has been fully delivered; and
• payments where a chargeback has already been raised with your bank — raising a chargeback closes the refund process with us, and we will respond to the dispute through your bank.

9. Your statutory rights

Nothing in this policy limits rights you have under applicable consumer-protection law in your jurisdiction. Where the law gives you a cancellation or refund right, that right stands even if this policy would otherwise say no.

10. Changes to this policy

We may update this policy from time to time. The version published on this page on the date of your payment is the version that applies to that payment. Material changes will be announced on the Platform.

11. Contact us

Questions about this policy, or a refund you would like to discuss, can go to hello@primusbids.com or +44 7974 184477. You can also write to us at Acme Hub Limited, Block 19A, Phase 2, Federal Housing Authority, Karu, FCT, Nigeria.