Haven stands behind every project.
When you commission Haven for a project you are not taking a risk. You are making a commitment that Haven matches with its own. If Haven does not deliver, Haven makes it right.
Three promises. One platform.
Quality Guarantee
Every deliverable Haven produces meets the agreed specifications. Haven does not hand over work that does not match what was scoped and agreed in the project brief.
Delivery Guarantee
Haven commits to a delivery date when a project is confirmed. If Haven misses that date through its own fault Haven applies a discount to your invoice automatically.
Satisfaction Guarantee
If after 3 rounds of revisions the work still does not meet the agreed brief Haven will issue a partial or full refund depending on how far short the work fell.
If something goes wrong, here is what happens.
Haven follows a clear three-step remedy process. Revisions first. Partial refund second. Full refund as a last resort. At every step Haven is trying to make it right.
Revisions — up to 3 rounds
The client raises a concern through their Haven dashboard. Haven reviews the feedback against the agreed brief and revises the work. This happens up to 3 times at no extra cost. Most issues are resolved here.
Revision requests must be submitted within 14 days of delivery.
Partial refund
If 3 rounds of revisions have not resolved the issue Haven's team reviews the case. If the work genuinely falls short of the agreed brief Haven issues a partial refund proportional to the shortfall. The client keeps all completed work.
Partial refunds are assessed and issued within 5 business days of the request.
Full refund
If a partial refund has been issued and the client is still not satisfied, or if Haven determines it is fundamentally unable to deliver the agreed brief, Haven issues a full refund. This is Haven's last resort and taken seriously.
Full refunds are processed within 10 business days and returned to the original payment method.
What the guarantee covers.
| Covered | Not Covered |
|---|---|
| Work that does not match the agreed project brief | Change of mind or change of direction after brief is agreed |
| Late delivery caused by Haven's team | Delays caused by the client failing to provide content, feedback, or approvals on time |
| Technical errors or bugs in delivered work | Issues caused by the client's own systems, hosting, or third-party tools |
| Work that fails to meet specifications agreed in writing | Requests not included in the original project scope |
| Fundamental inability to deliver the agreed brief | Subjective style preferences not specified in the brief |
| Projects where Haven has not started work yet | Projects that are more than 50% complete at time of cancellation |
For the guarantee to apply, the following must be met.
A signed project agreement must be in place
The guarantee applies to projects where a formal project agreement has been signed through Haven's platform. Verbal or informal agreements are not covered.
The project brief must be clear and agreed in writing
The guarantee covers failure to meet the agreed brief. If no brief was documented or agreed in writing the guarantee cannot be applied.
Revision requests must be submitted within 14 days of delivery
Revision requests submitted after 14 days of the delivery date are not covered by the guarantee unless Haven has agreed otherwise in writing.
Payment must have been made through Haven's platform
The guarantee applies only to projects paid for through Haven's platform via Paystack or Stripe. Payments made outside Haven are not covered.
The client must cooperate in good faith
The client must provide timely feedback, required content, and approvals during the project. Failure to cooperate that causes delays or problems is not covered by the guarantee.
"Haven is a new platform and I understand that means some clients will take a leap of faith when they commission us for a project. This guarantee is my personal commitment that Haven will not take that trust lightly. If Haven delivers something that does not meet what we agreed, Haven will fix it. If Haven cannot fix it, Haven will refund you. That is not a marketing promise. It is how I intend to run this company."
Ready to start your project?
Request a quote and get Haven's team working on your project. Backed by Haven's full quality, delivery, and satisfaction guarantee.