The Lagos State Consumer Protection Agency, LASCOPA, has warned businesses against using internal policies such as No Refund, No Return and No Cancellation to deny consumers their legal rights.
The Agency’s General Manager, Afolabi Solebo, gave the warning during a mediation involving a consumer and an event centre over a disputed cancellation fee after the customer requested a refund of a fifty per cent deposit.
Solebo stressed that company policies must comply with the Lagos State Consumer Protection Law 2025, as amended, and the Federal Competition and Consumer Protection Act 2018, noting that statutory provisions override conflicting business policies.
The dispute arose after a consumer who had booked an event centre and paid a 50 per cent deposit subsequently requested cancellation of the reservation. However, the facility’s management reportedly insisted on retaining 50 per cent of the total booking cost, citing its cancellation policy.
Reacting to the dispute, Solebo stressed that company policies and contractual terms must comply with the Lagos State Consumer Protection Law 2025 (as amended) and the Federal Competition and Consumer Protection Act 2018.
He maintained that where internal policies conflict with statutory consumer protections, applicable laws take precedence.
The Agency disclosed that it had continued to receive complaints from consumers denied refunds, replacements or other remedies by retailers and service providers on the grounds of internal company policies. It cautioned businesses against using blanket disclaimers and restrictive contractual clauses to evade their legal responsibilities.
He, however, clarified that consumers were not automatically entitled to refunds in every transaction, as each case depends on its circumstances and applicable laws.
However, LASCOPA clarified that 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 General Manager urged businesses to review their refund and cancellation policies, while advising consumers to understand their rights, demand receipts and report unfair practices.
He also said LASCOPA had received several complaints against businesses in the last six months, with some cases resolved and others under investigation.
Solebo further disclosed that LASCOPA had received complaints over the past six months concerning business practices that allegedly undermined consumer rights. While some cases were being investigated, others had been resolved through the Agency’s intervention.
He urged consumers to remain vigilant and report suspected unfair practices.
Reaffirming the Agency’s commitment to consumer protection and fair business practices, Solebo reiterated that no company policy could override statutory consumer rights.
He urged Lagos residents with complaints against businesses to contact LASCOPA through its toll-free helpline, 080 0005 2726, or via email at lasgcopa@gmail.com and lascopa@lagosstate.gov.ng for appropriate intervention.
