Effective Date: August 15, 2026
1. PURPOSE This Refund Policy establishes the conditions under which fees paid for access to the Platform and associated Services may be refunded. It is designed to promote transparency, ensure consistent handling of refund requests, and protect the Platform from misuse while maintaining fair commercial practices. Unless expressly stated otherwise in the Master Services Agreement, Order Form, or other binding written agreement executed between the parties, this Policy applies to all customers.
2. GENERAL POLICY Fees paid for subscriptions, licenses, usage-based services, and other digital offerings are generally non-refundable once the Service has been provisioned or made accessible. This approach reflects the immediate allocation of technical resources, reservation of service capacity, and licensing rights granted upon activation. Certain limitations in this Policy may not apply to customers qualifying as consumers under applicable law. However, the Platform evaluates refund requests in good faith and may grant exceptions in limited circumstances described below. Nothing in this Policy obligates the Platform to grant a refund except where required by applicable law.
3. ELIGIBLE REFUND SCENARIOS Refunds may be considered where:
Duplicate Payments: A customer was charged more than once for the same Service due to a verified billing error;
Material Service Failure: A demonstrable and reproducible technical failure that results in a substantial inability to access the primary functionality of the Service for a commercially significant period, and the Platform was unable to restore reasonable functionality within a commercially reasonable timeframe. Temporary interruptions, performance degradation, scheduled maintenance, or isolated defects that do not materially impair core functionality do not constitute a material service failure. Service disruptions caused by third-party infrastructure providers, utilities, telecommunications networks, force majeure events, or dependencies outside the Platform’s reasonable control do not constitute a material service failure. Where the Service is subject to a separate Service Level Agreement (SLA), the remedies set forth therein shall constitute the customer’s sole and exclusive remedy for availability or performance issues unless otherwise required by applicable law;
Incorrect Plan Provisioning: The customer was provisioned with a materially incorrect service tier due to an internal error; or
Statutory Rights: Where mandatory consumer protection laws grant a non-waivable right to a refund.
4. NON-REFUNDABLE CIRCUMSTANCES Refunds will generally not be provided in the following situations:
Change of mind after purchase or misunderstanding of Service capabilities;
Failure to cancel a subscription before renewal or partial use of a billing period;
Internet connectivity issues outside the Platform’s control;
No Refund for Security or Abuse Enforcement: Service suspension or termination resulting from security risks, Acceptable Use violations, fraud indicators, or legal compliance requirements; or
Abuse, fraud, or attempts to manipulate billing processes.
5. SUBSCRIPTION CANCELLATION Customers may cancel subscriptions at any time through the designated account controls. Unless otherwise stated:
Cancellation prevents future billing;
Access typically continues until the end of the paid billing period; and
No prorated refunds are issued for unused time.
6. TRIALS AND PROMOTIONAL OFFERS Customers are responsible for cancelling prior to trial expiration. Charges incurred after the trial converts are normally non-refundable. The Platform reserves the right to modify or withdraw promotional offers at its discretion.
7. REFUND REQUEST PROCESS Refund requests must be submitted through the Platform’s designated support channel. Requests must be submitted within thirty (30) days of the billing event or the date the customer reasonably should have become aware of it, whichever occurs first, unless otherwise required by law. Failure to submit a request within a commercially reasonable period may result in denial of the refund request.
8. REVIEW AND DETERMINATION Refund eligibility is assessed on a case-by-case basis using objective technical and billing data. The Platform reserves the right to deny any refund request that does not meet the criteria outlined in this Policy and to require reasonable cooperation from the customer during investigation, including provision of technical information where relevant. Where a refund is granted:
It will typically be issued using the original payment method. Where the original method is unavailable, the Platform reserves the right to issue refunds via an alternative method, including service credits;
Service credits expire if not used within a reasonable period as defined in the applicable agreement or promotional terms;
Taxes, levies, or governmental charges are non-refundable except where the Platform is legally required to remit such amounts;
Refunds do not entitle the customer to retain or continue using the refunded Service; and
The Platform reserves the right to issue refunds in full or partial amounts based on the circumstances of the claim.