Return & Refund Policy
How NDFD handles refund requests for fees paid through our online Payment Portal.
This Return & Refund Policy applies to fees, subscription charges, and other payments made by cardholders through NDFD's linked online Payment Portal. It should be read together with our Terms of Use, our Exchange & Cancellation Policy, our Delivery Policy, and our Privacy Policy. This policy is presented to you again, with a mandatory acknowledgement checkbox, before you complete checkout in the Payment Portal.
1. Scope
This policy covers digital subscription fees, application processing fees, training programme fees, and any other charge collected via Visa or Mastercard through the NDFD Payment Portal. It does not cover the underlying loan agreement itself, which is governed separately by your signed loan contract with NDFD.
2. General Refund Eligibility
Because access to NDFD's digital services and training content is provisioned immediately upon successful payment authorisation (see our Delivery Policy), refund requests are reviewed on a case-by-case basis. You may request a refund in the following circumstances:
- Duplicate or erroneous charge: You were charged more than once for the same subscription period or fee, or you were charged in error.
- Unauthorised transaction: A charge was made on your card without your authorisation.
- Service not provisioned: You were charged successfully but access to the digital service, subscription content, or training material was not activated within the timeframe stated in our Delivery Policy, due to a fault on NDFD's part.
- Cancellation within any advertised trial or cooling-off window: Where a specific subscription tier advertises a trial or cooling-off period, cancelling within that window entitles you to a full refund of that billing period's charge.
Refund requests made after a billing period has been fully used, or made simply because you changed your mind after actively using a paid digital service or attending a paid training session, are considered on a discretionary, case-by-case basis and are not guaranteed.
3. How to Request a Refund
To request a refund, contact NDFD directly — do not dispute the charge with your card issuer first, as this allows us to resolve most issues faster:
- Email [email protected] with the subject line "Refund Request", including your full name, the email or phone number used at checkout, the approximate date and amount of the charge (in EC$), and the reason for your request.
- Or call us at +1 (767) 448-3240 or +1 (767) 275-5251 during office hours: Monday, 8:00 AM – 4:00 PM; Tuesday – Friday, 8:00 AM – 3:00 PM.
- Or visit us in person at 9 Great Marlborough Street, Roseau, Commonwealth of Dominica.
NDFD will acknowledge your refund request within 3 business days and aim to provide a decision within 10 business days of receiving all information needed to review your request.
4. Refund Method and Timing
Approved refunds are issued back to the original Visa or Mastercard card used for the transaction, in US Dollars (USD), via our certified payment gateway partner. NDFD does not issue refunds in cash or to a different card or account. Once approved, refunds are typically submitted to the card network within 5 business days; however, the time for the credit to appear on your statement depends on your card issuer and is outside NDFD's control, and can take up to one full billing cycle.
5. Billing in Full at Start of Period
All subscriptions and one-time fees are billed in full at the start of the applicable billing period at the time of successful payment authorisation. NDFD does not pro-rate charges for partial use of a billing period except where a refund is approved under Section 2 above.
6. Merchant of Record
NDFD is the Merchant of Record for all transactions covered by this policy. NDFD — not NBD, the acquiring bank, or the Visa or Mastercard networks — is solely responsible for evaluating and resolving refund requests.
7. Contact
National Development Foundation of Dominica (NDFD)
9 Great Marlborough Street, Roseau, Commonwealth of Dominica, West Indies
Telephone: +1 (767) 448-3240 or +1 (767) 275-5251
Email: [email protected]
Office Hours: Monday, 8:00 AM – 4:00 PM | Tuesday – Friday, 8:00 AM – 3:00 PM