Refund & Cancellation Policy

Effective Date:

[Insert Date]

Last Updated:

[Insert Date]

1. General Principle

Refund eligibility will be determined based on:

• The type of product or service purchased
• The applicable subscription or billing cycle
• Whether the service has been activated
• The extent to which the service has been used
• Whether implementation, configuration or customisation has commenced
• Whether deliverables have already been provided
• Any third-party costs incurred
• The applicable Order Form, SOW, proposal, SLA or agreement
• Applicable law

A payment does not automatically become refundable merely because the Customer has not used the service after purchase.

2. Subscription-Based SaaS Services

For monthly, quarterly or annual SaaS/subscription services:

• Cancellation Before the Next Billing Cycle: A Customer may request cancellation of a recurring subscription by providing written notice before the next billing date. Unless a different notice period is specified in the applicable subscription terms, cancellation requests should be submitted at least 7 calendar days before the next scheduled billing date. The cancellation will normally take effect at the end of the current paid subscription period.
• Cancellation After Renewal: If a subscription has already renewed and the new billing period has commenced, the Customer may request cancellation of the subscription for future billing cycles. The amount paid for the current billing period will generally not be refundable unless otherwise provided under the applicable subscription terms or agreed in writing.

3. Annual Subscriptions

For annual subscriptions, cancellation will generally stop renewal of the subscription at the end of the current annual term.

Unless specifically provided in the applicable subscription agreement, cancellation during an active annual subscription does not automatically entitle the Customer to a pro-rata refund for the unused portion of the subscription.

Any specific annual subscription refund or early-termination rights will be governed by the applicable Order Form or agreement.

4. Free Trials and Promotional Plans

Where ZeeroGap offers a free trial, promotional period or discounted introductory plan, the applicable terms will be communicated at the time of enrolment.

Unless expressly stated otherwise, free trials and promotional access do not create an entitlement to a cash refund.

If a free trial automatically converts into a paid subscription, the applicable conversion and cancellation terms will be disclosed before or at the time of enrolment.

5. One-Time Digital Products or Add-On Services

One-time purchases, digital modules, add-ons, licences or other products that are activated immediately may generally be non-refundable once:

• Access has been provided
• The product or module has been activated
• The Customer has started using the product
• A licence/key/access credential has been issued
• The service has otherwise been made available to the Customer

Any exceptions will be considered on a case-by-case basis and in accordance with the applicable product terms.

6. Implementation, Onboarding and Configuration Services

Implementation, onboarding, configuration, migration, training or setup services may involve dedicated personnel and resources being allocated specifically to the Customer.

Once such services have commenced, amounts attributable to work already performed may not be refundable.

If the Customer cancels before implementation or onboarding begins, any refund will be assessed based on the applicable Order Form, SOW or commercial terms and any costs already incurred by ZeeroGap.

7. Custom Development and Integrations

For custom software development, API integrations, system integrations, custom configurations or other development work, cancellation and refund terms will be governed primarily by the applicable SOW, Order Form, proposal or agreement.

Where development or integration work has already commenced, amounts relating to work completed, resources allocated, third-party services, licences or other committed costs may be non-refundable.

If milestones are used, amounts paid for completed milestones will generally not be refundable.

8. Professional Services and Consultancy

Fees for professional services, consultancy, assessments, advisory services, training or similar services that have already been provided are generally non-refundable.

Where a scheduled service has not yet commenced, cancellation may be permitted subject to the applicable notice period and commercial terms.

Any cancellation charges, if applicable, will be communicated in the applicable proposal, quotation, SOW or agreement.

9. Enterprise Customers

For enterprise customers and long-term engagements, the terms of the executed agreement, MSA, SOW, SLA, PO or other written contract will govern cancellation and refund rights.

Enterprise agreements may contain specific provisions relating to:

• Minimum subscription commitments
• Contract duration
• Termination for convenience
• Termination for cause
• Notice periods
• Early termination charges
• Service credits
• Refunds
• Transition or exit assistance

Where such an agreement exists, its terms will prevail over this Policy to the extent of any inconsistency.

10. Service Deficiency or Technical Issues

If a Customer believes that a purchased service is not functioning substantially in accordance with the applicable service description or agreed specifications, the Customer should first contact ZeeroGap's support team.

ZeeroGap may, depending on the circumstances:

• Investigate the issue
• Provide technical support
• Correct the issue
• Provide a workaround time
• Restore the affected service
• Provide service credits where contractually applicable
• Consider another appropriate remedy

A technical issue does not automatically create a right to a refund.

11. Duplicate or Erroneous Payments

A refund may be issued where a Customer has been charged twice for the same transaction or where a payment has been incorrectly processed due to a technical or payment-processing error, subject to verification.

12. Refund Request Process

To request a cancellation or refund, the Customer should send a written request to:

Email: support@zeerogap.com

The request should include:

• Customer/company name
• Registered email address
• Service/product name
• Invoice or order number, if available
• Transaction/reference ID
• Date of payment
• Reason for cancellation/refund
• Any relevant supporting documents

ZeeroGap may request additional information reasonably required to verify the request.

13. Refund Review

Each refund request will be reviewed against the applicable service terms and the Customer's usage, subscription status, payment history and contractual arrangements.

Submission of a refund request does not guarantee approval.

Where a refund is approved, ZeeroGap will communicate the approved amount and applicable processing timeline to the Customer.

14. Refund Processing Timeline

• Approved refunds will generally be initiated within 10 business days from the date of approval.
• The actual time for the funds to appear in the Customer's account may vary depending on the payment gateway, bank or financial institution.
• Refunds will normally be made to the original payment method used for the transaction unless otherwise agreed or required.

15. Cancellation Due to Non-Payment

If a Customer fails to pay an invoice or subscription fee by the applicable due date, ZeeroGap may suspend or restrict access to the relevant service after providing appropriate notice, where applicable.

Suspension or termination due to non-payment does not automatically entitle the Customer to a refund of amounts already paid.

Outstanding amounts may remain payable in accordance with the applicable agreement.

16. Cancellation by ZeeroGap

ZeeroGap may suspend or terminate a service in accordance with the applicable agreement, including where:

• The Customer materially breaches the applicable terms
• Payments remain overdue
• The Customer engages in fraudulent or unlawful activity
• The service is misused or abused
• Continued service creates a security or operational risk
• Termination is otherwise permitted under the applicable agreement

Where ZeeroGap terminates a service for reasons other than Customer breach, fraud, misuse or non-payment, any refund or credit due to the Customer will be determined in accordance with the applicable agreement and circumstances.

17. Non-Refundable Amounts

Unless otherwise agreed in writing, the following may be non-refundable:

• Services already delivered
• Subscription periods already commenced
• Implementation or onboarding work already completed
• Custom development work already performed
• Professional or consultancy services already provided
• Activated software licences or add-ons
• Usage-based charges already incurred
• Third-party costs incurred on behalf of the Customer
• Any other charges expressly identified as non-refundable in the applicable agreement

18. Policy Changes

ZeeroGap may update this Refund & Cancellation Policy from time to time to reflect changes in its products, services, business practices or applicable legal requirements.

For existing contractual relationships, the applicable executed agreement will continue to govern unless otherwise agreed.