Refund Policy

1. Refund Eligibility

Software as a Service (SaaS) Subscriptions

For our monthly and annual subscription services:

• 30-Day Money-Back Guarantee: New customers can request a full refund within 30 days of initial subscription
• Pro-rated Refunds: Available for annual subscriptions canceled within the first 60 days
• Service Interruptions: Refunds or credits for documented service outages exceeding our SLA

Professional Services

For custom implementation and consulting services:

• Refunds available for undelivered services upon written request
• Work completed to date will be charged according to agreed hourly rates
• Custom development work is generally non-refundable once delivered

2. Non-Refundable Items

• Setup and Onboarding Fees: One-time fees for account setup and data migration
• Third-Party Integrations: Costs for external API connections and data feeds
• Training Services: Completed training sessions and educational materials
• Data Export Fees: Charges for data extraction and formatting services
• Usage Overages: Additional charges for exceeding plan limits

3. Refund Request Process

How to Request a Refund

To initiate a refund request:

1. Contact our support team at [email protected]
2. Include your account information and subscription details
3. Provide a detailed reason for the refund request
4. Attach any supporting documentation if applicable

Required Information

• Account email address and company name
• Invoice number or payment reference
• Specific services or periods being disputed
• Explanation of the issue or dissatisfaction

4. Processing Timeline

5. Service Level Agreement (SLA) Credits

Uptime Guarantee

We guarantee 99.9% uptime for our core services. In case of service interruptions:

• 99.5% - 99.8% uptime: 5% monthly fee credit
• 99.0% - 99.4% uptime: 10% monthly fee credit
• Below 99.0% uptime: 25% monthly fee credit

How to Claim SLA Credits

• Submit claims within 30 days of the incident
• Provide specific dates and times of service interruption
• Credits will be applied to the following month's invoice

6. Subscription Cancellation

Monthly Subscriptions

• Cancel anytime with immediate effect
• No refund for the current billing period
• Access continues until the end of paid period

Annual Subscriptions

• Cancel anytime after the initial 60-day period
• No refund for remaining months
• Service continues until subscription expiration

7. Dispute Resolution

Internal Dispute Process

If you disagree with a refund decision:

1. Request escalation to our Customer Success Manager
2. Provide additional documentation or context
3. Allow 7-10 business days for escalated review
4. Final decision will be communicated in writing

External Resolution

For unresolved disputes, you may:

• Contact your credit card company for chargeback procedures
• Seek mediation through applicable consumer protection agencies
• Pursue resolution through applicable legal channels

8. Special Circumstances

Technical Issues

Refunds may be considered for technical issues that:

• Prevent normal use of the service for extended periods
• Result in data loss or corruption
• Cannot be resolved through support efforts

Billing Errors

We will promptly refund any charges resulting from:

• Duplicate billing or processing errors
• Incorrect pricing or promotional code application
• Unauthorized charges or account access

9. Contact Information

For refund requests and billing inquiries:

• Email: [email protected]
• Billing Inquiries: [email protected]
• General Contact: [email protected]
• Phone Support: Available for enterprise customers
• Address: A TAX Technologies LTD, Hashomer 4, Hod Hasharon, Israel