Refund policy

1. Scope

This policy applies to fees paid to Support Master for access to our cloud software (subscription or license fees) and, where stated, related standard implementation packages sold as line items on an invoice. It does not govern third-party fees (for example marketplace commissions, payment processors, or carriers) charged by other vendors.

2. Free trials and pilots

If you participate in a free trial or evaluation, no subscription fee is charged until you convert to a paid plan (unless otherwise disclosed at signup). You may cancel before the trial ends to avoid charges where the product flow allows self-service cancellation.

Paid pilots or proof-of-concept engagements are governed by the written statement of work or pilot agreement. Unless that document states otherwise, pilot fees are generally non-refundable once work has started or environments have been provisioned.

3. Subscription fees (recurring)

Subscription fees are usually billed in advance (monthly or annually) for the upcoming period. When you subscribe, you authorize us to charge the payment method on file according to your plan and billing cycle.

Partial-period refunds for unused time within a billed period are not typically provided, except where required by applicable law or expressly stated in your Order Form. You may turn off auto-renewal or cancel effective at the end of the current term as described in your agreement or account settings (when available).

4. Implementation, training, and professional services

Fees for implementation, migration, custom integration, training workshops, or other professional services are generally non-refundable after delivery has begun or a milestone accepted, unless your statement of work provides a different remedy (for example re-performance of a defective deliverable).

5. Taxes

Fees may be stated exclusive or inclusive of applicable taxes (GST, VAT, sales tax) depending on jurisdiction and entity type. Taxes collected and remitted to authorities are generally not refundable by us after filing obligations are met; any tax refund eligibility follows local rules.

6. Billing errors and platform-caused outages

If you believe you were charged in error, contact us promptly with invoice numbers and details. We will investigate good-faith billing mistakes and may issue a correction, credit, or refund as appropriate.

If your Order Form includes service credits for qualifying downtime, those credits are applied as stated in the SLA or enterprise terms—not automatically as cash refunds unless specified.

7. Chargebacks and payment disputes

Before initiating a chargeback or payment dispute with your bank, please contact us—we often resolve issues faster through billing support. Chargebacks may result in suspension of service pending resolution and may incur administrative fees where permitted by law and your agreement.

8. Account closure and data

Termination or non-renewal does not automatically entitle you to a refund for fees already earned for service provided. Export of Customer Data and deletion timelines may be governed by your Order Form and data protection documentation.

9. Goodwill and exceptions

We may offer credits or partial refunds in exceptional circumstances (for example duplicate charges, documented platform fault, or regulatory requirement). Any goodwill adjustment is discretionary and does not create a precedent for future requests.

10. How to request help

Email the billing or success contact on your invoice, or reach us through contact with subject line “Billing / refund request” and include: company name, workspace ID if known, invoice number, charge date, and a short description of the issue.

11. Changes

We may update this policy from time to time. The “Last updated” date will change; material changes may be communicated as described in our terms of service.