The Lagos State Consumer Protection Agency, LASCOPA, has warned businesses in the state against using internal company policies, such as ‘No Refund, No Return and No Cancellation’ clauses, to deny customers remedies provided by consumer protection laws.
The agency said in a statement that businesses must ensure that their policies and contractual agreements comply with existing laws, stressing that no company rule can take precedence over the legal rights of consumers.
The General Manager and Chief Executive Officer of LASCOPA, Afolabi Solebo, gave the warning during a mediation session at the agency’s headquarters in Ikeja, Lagos, involving a consumer and the management of an event centre over a disputed cancellation fee.
The dispute followed a booking made by a consumer who paid 50 per cent of the total cost as a deposit before later requesting to cancel the reservation.
However, the event centre management reportedly insisted on keeping 50 per cent of the total booking cost, citing its internal cancellation policy.
Reacting to the matter, Solebo said company policies and contractual terms must be in line with the Lagos State Consumer Protection Law 2025 (as amended) and the Federal Competition and Consumer Protection Act 2018.
He maintained that where a company's internal rules conflict with the protections provided by law, the relevant statutory provisions take priority.
LASCOPA said it had continued to receive complaints from consumers who were denied refunds, replacements and other remedies by retailers and service providers based on their internal policies.
The agency warned businesses against using general disclaimers and restrictive contract terms to avoid their legal responsibilities to customers.
However, it clarified that consumer protection laws do not mean that customers are automatically entitled to a full refund in every transaction.
According to the agency, whether a consumer qualifies for a refund, return or cancellation depends on the circumstances surrounding the transaction and the relevant legal provisions.
It explained that a customer's decision to change their mind after making a purchase does not, on its own, automatically create a right to a refund.
"Consumer protection does not guarantee 100 per cent automatic refunds in every transaction, noting that the availability of a refund, return, or cancellation depends on the circumstances of each transaction and applicable legal provisions. A consumer's change of mind, for instance, does not automatically establish an entitlement to a refund," the statement said.
The agency urged businesses across Lagos to review their refund policies, warranty conditions, cancellation fees and contractual agreements to ensure they meet the requirements of consumer protection laws.
It also advised consumers to familiarise themselves with their rights, request and keep receipts and other transaction records, and carefully read terms and conditions before making payments.
Consumers were further encouraged to report business practices they considered unfair to the agency for investigation and possible intervention.
Solebo disclosed that LASCOPA had received several complaints over the past six months relating to business practices that allegedly violated consumer rights.
He said some of the complaints were still under investigation, while others had been resolved through the agency's intervention.
The LASCOPA chief urged residents to remain alert and report suspected cases of unfair treatment by businesses.
Reaffirming the agency's commitment to protecting consumers and promoting fair business practices, Solebo insisted that no company policy could override rights guaranteed by law.
He urged Lagos residents who had complaints against businesses to seek the agency's intervention through its toll-free helpline.
Company policies cannot override consumer rights — LASCOPA warns