Payment, Cancellation & Refund Policy

In this policy:

“We”, “us”, “our”, “OpusFesta” means OpusFesta Company Limited, the company described in section 22.

“You”, “your”, “the Customer” means the person who places and pays for an Order, whether or not they hold an OpusPass account.

“OpusPass” means our online platform at opuspass.opusfesta.com, including the customer order page and any account you hold with us.

“Order” means a single custom card design commission, identified by an order number.

“Package” means the service tier you selected at checkout, which determines the price, the delivery time and the number of Revisions included.

“Deposit” means the first payment, being 50% of the Package price unless we have agreed otherwise in writing.

“Balance” means the remainder of the amount owing on your Order after the Deposit and any other payments have been credited.

“Brief” means the information you give us about your event and what you want on your card, submitted through OpusPass.

“Draft” means a version of your design that we have shared with you for review.

“Revision” means one consolidated set of requested changes, submitted together. Changes sent separately over several messages after we have started work on your requested changes count as separate Revisions.

“Correction” means fixing something we got wrong, such as a misspelled name, a wrong date, or a file that does not work. Corrections are free and are not Revisions.

“Approval” means the moment you accept a Draft, as defined in section 6.

“Delivery” means the moment we release your final files to your OpusPass account, which happens once your Order is fully paid.

“Refund” means money returned to you.

“Credit Note” means credit issued by us that can be used against OpusFesta services instead of a cash Refund.

“Business Day” means Monday to Friday, excluding public holidays in the United Republic of Tanzania.

Your card design is paid in two parts, following normal practice in Tanzania:

You may pay either part by mobile money, Visa or Mastercard (confirmed within minutes) or by Lipa Namba (confirmed by our Finance team, usually within a few hours and always within one Business Day).

What each payment unlocks:

• The Deposit starts the work. Your Order enters our design queue and a designer is assigned.
• The Balance releases your files. Until it is paid, you can view and comment on your design as a watermarked preview, but the final files are held.

Your order page always shows your total, what you have paid, and what remains.

If you pay less, nothing is lost. The amount you sent is credited to your Order and we will message you with exactly how much remains. Your Order waits at that step until the amount is complete.

If you pay more, the extra is automatically applied to your Balance. You do not need to ask.

So that we can do our work, you agree to:

• give us correct information in your Brief, including the correct spelling of all names;
• check every Draft carefully, particularly names, dates, times and venue details;
• send your requested changes as one consolidated list rather than in separate messages;
• respond to our questions within a reasonable time, so that your Order can meet your event date;
• only upload photographs, logos and other material that you own or have permission to use, and tell us if you are unsure.

If you upload material you do not have the right to use, you are responsible for that, and you agree to cover any claim made against us as a result.

We check names and dates carefully, but the final check is yours. Once you approve a Draft, that is the design we produce.

Your Package includes a set number of Revisions: changes you request to the design itself, such as colours, layout or wording. The number is shown on your order page.

Corrections are always free and never count as a Revision. If we have spelled a name wrongly, used the wrong date, or given you a file that does not work, tell us and we will fix it at no charge. Our mistakes are ours to fix.

If you use all your Revisions and want more, you can add them. The cost is added to your Balance, so you still make only one final payment.

Because Approval affects your Refund rights, we define it precisely. Approval happens only through OpusPass, in one of three ways:

1. You select Approve on your order page; or
2. You pay your Balance in full, which we treat as acceptance of the current Draft; or
3. The review period for your Package ends without a response from you, after we have sent you at least two reminders. The review period is shown on your order page and is between 5 and 7 days depending on your Package.

A message to us saying you are happy, whether by WhatsApp, SMS, email or phone, is not Approval on its own. If you tell us that way, we will ask you to confirm on your order page. This protects both of us.

Every Approval is recorded with a date and time on your Order.

Postponing is free. If your event moves, tell us and we will update your Order and continue on the new timeline.

You may postpone twice at no charge, within 24 months of your original order date. This is not a cancellation and does not affect anything you have paid.

Beyond two postponements, or beyond 24 months, we will do our best to help, but we may need to treat it as a new Order. Designers, prices and available styles change over time.

If you cancel, what you receive back depends on how much design work has already been done when you tell us.

The percentages below apply to the Deposit you have paid.

We use the stage your Order had reached on the day you contacted us, not the day we process your request. If we are slow to respond, that is our problem, not yours.

Your Balance is never owed on a cancelled Order. If you cancel after approving your design, you simply do not receive the files. We will not pursue you for the remainder.

Each stage above is recorded on your Order with a date and time, so there is never any question about which one applies.

You receive a full Refund of everything you have paid, at any stage, and we absorb any transaction charges, if:

• we cannot assign a designer in time for your event;
• we are late by more than double the delivery time we promised, and you choose to cancel;
• the design we deliver is faulty and cannot be fixed;
• we cancel your Order for any reason of our own.

If we have let you down, a Refund is the least we will do.

We understand that this happens, and that it is rarely a good day.

You do not need to explain anything to us or provide any proof. Whatever stage your Order has reached, we will offer you a Credit Note for the full amount you have paid, valid for 24 months, which you may use yourself or give to someone else.

If you would prefer money back instead, section 8 applies. But the Credit Note is available to you regardless of that table, and our team can offer it to you straight away. You do not need to ask for a manager.

In place of any cash Refund, we can issue a Credit Note worth 110% of the Refund amount. So if TSh 50,000 is owed to you, you receive TSh 55,000 in credit.

Credit Notes:

• are valid for 12 months from issue (24 months where section 10 applies);
• may be transferred to another person, once;
• may be used across more than one Order. If you do not use the full value at once, the remainder stays on the Credit Note;
• may be used together with a cash payment where the Order costs more than the credit;
• cannot be exchanged for cash, and expire if unused by the date shown.

The expiry date does not extend when you make a partial redemption.

Some Orders stop moving because we are waiting on you. We will always chase before anything happens.

Waiting for your Brief or your review: we will remind you by WhatsApp, SMS and email. If we have had no response for 90 days, we may archive your Order. Archived Orders can be reopened. Contact us and we will restore it.

Waiting for your Balance after Approval: your files are held until you pay. We will remind you, and if your event is close we will call you. If your Balance is unpaid 21 days after Approval, your Order is closed and your Deposit is retained. Your design is not destroyed. If you pay later, we will release your files as normal.

We would much rather finish your card than keep your Deposit. If something has gone wrong, tell us.

To request: message us on WhatsApp, call us, or use the Help option on your order page. Requests made by any of these routes are recorded against your Order in the same way and carry the same date.

Refunds of card and mobile money payments are returned to the account you paid from. Refunds of Lipa Namba payments are sent to the mobile money number registered on your Order. For your protection, we will not send a Refund to a different number without additional verification.

Before your Order is fully paid, we own everything. Previews are shared with you for review only. You may not print, publish, forward or otherwise use a watermarked preview.

Once your Order is fully paid, you receive a permanent, non-exclusive licence to use the finished design for your own event. That includes printing it, sharing it with your guests, sending it by WhatsApp, and using it on social media.

We keep ownership of the source files and of the underlying design work, including fonts, layouts, illustrations and templates. You may not resell the design, licence it to anyone else, or use it commercially, and you may not remove or alter our credit where it appears.

Material you give us, such as photographs, logos and artwork, remains yours. By uploading it you confirm you have the right to use it, and you give us permission to use it in producing your card.

Showing your design in our portfolio: we may display finished designs in our portfolio, on our website and in our marketing, with personal details such as guest names removed. If you would prefer we did not, tell us at any time and we will not, with no effect on anything else in this policy.

Processing a Refund means handling personal information, including your name, phone number and payment details. We handle this in accordance with the OpusFesta Privacy Policy (OF-LGL-POL-003) and applicable Tanzanian data protection law.

We keep records of your Order, your payments and our communications with you for as long as we are required to, and use them only for operating your Order, meeting our legal obligations, and resolving disputes.

If you raise a dispute or chargeback with your bank or mobile money provider, then until the provider resolves it:

• work on your Order stops, and any assigned designer is stood down;
• your files and previews are frozen and cannot be accessed;
• any Refund request you have with us is paused;
• your OpusPass account may be suspended.

We will cooperate fully with your provider and provide our records of the Order.

Please talk to us first. A chargeback usually takes weeks. We answer Refund requests in three Business Days.

Neither of us is responsible for failing to meet an obligation under this policy where that failure is caused by something outside our reasonable control, including natural disasters, flooding, fire, epidemic or pandemic, war or civil unrest, government action, strikes, and failures of electricity, internet, telecommunications or mobile money networks.

If that happens, we will tell you as soon as we can and agree a new timeline with you. If the delay makes your Order pointless, for example if it runs past your event date, you may cancel and we will refund you in full, without applying section 8.

• Printing, guest numbers, venues and other vendors. This policy covers the design of your card only.
• Our other services. These have their own terms:
  • OpusPass digital card packages, the on-site attendant add-on and premium printed cards: Cancellation & Refund Policy for digital card packages
  • Vendor bookings through OpusFesta: OF-LGL-POL-001
  • OpusStudio photography, videography and content: OS-LGL-POL-001
  • OpusPass platform use generally: OP-LGL-TOS-001
  • Privacy: OF-LGL-POL-003

Where this policy and another OpusFesta document disagree about a custom card design Order, this policy applies.

Ask us to review it. Refund decisions are reviewed by our Chief Strategy & Finance Officer, and beyond that by our Chief Executive Officer. We would rather hear from you directly than have you leave unhappy.

If we still cannot agree, section 20 applies.

This policy is governed by the laws of the United Republic of Tanzania.

If a dispute arises, we both agree to try to resolve it by discussion first. If that does not work within 30 days, we agree to attempt mediation in Dar es Salaam before starting court proceedings. Failing that, the courts of the United Republic of Tanzania have jurisdiction.

Nothing in this policy limits any right you have under Tanzanian consumer protection law.

Language: This policy is published in Kiswahili and English. Where the two versions differ in meaning, the Kiswahili version prevails.

We may update this policy from time to time. The version that applies to your Order is the version in force on the day you placed it, and we will keep previous versions available on request. We will tell you about material changes before they take effect.

OP-CCS-POL-001 v1.0 · OpusFesta Company Limited