Purpose
This Refund and Cancellation Policy ("Policy") describes the terms governing cancellations, subscription terminations, refunds, billing disputes, and payment-related matters for services provided by Cafiyn ("Cafiyn", "Company", "we", "our", or "us").
This Policy forms part of and should be read together with the Terms of Service, applicable Order Forms, Statements of Work, Subscription Agreements, and other applicable agreements.
By purchasing, subscribing to, or otherwise using paid Services, you acknowledge and agree to this Policy.
Scope
This Policy applies to:
- SaaS subscriptions
- Web application subscriptions
- Mobile application subscriptions
- Professional services
- Consulting services
- Advisory services
- Implementation services
- Integration services
- Time-and-materials engagements
- Milestone-based projects
- Training and workshops
Unless otherwise expressly agreed in writing, this Policy governs all paid services provided by Cafiyn.
General principles
Cafiyn provides digital services, software subscriptions, consulting services, and professional services that often involve immediate access to services, allocation of resources, and performance of work.
Accordingly:
- Future services may generally be cancelled.
- Future renewals may generally be prevented.
- Previously delivered services are generally non-refundable.
- Work already performed remains billable.
- Time already consumed remains chargeable.
- Completed deliverables remain payable.
Nothing in this Policy limits any rights that cannot be excluded under applicable law.
Subscription services
Subscription Services include:
- Web application subscriptions
- SaaS subscriptions
- Portal access subscriptions
- Recurring software access plans
- Subscriptions may be offered on:
- Monthly terms
- Quarterly terms
- Annual terms
- Other recurring billing periods
Auto-renewals
Unless otherwise specified, subscriptions may automatically renew at the end of the applicable subscription period.
Customers may disable future renewals before the renewal date.
Cancellation of auto-renewal prevents future billing but does not affect the current subscription period.
Customers remain responsible for all charges incurred prior to cancellation becoming effective.
Cancellation of subscriptions
Customers may request cancellation at any time.
Cancellation shall:
- Stop future renewals where applicable.
- Prevent future recurring charges after the current subscription term.
- Not retroactively cancel previously delivered Services.
- Unless otherwise required by law, cancellation does not entitle the customer to a refund of fees already
- paid for the active subscription period.
- Access to Services may continue until the end of the current paid term.
Refunds for subscription services
Except as required by applicable law or expressly agreed in writing:
- Subscription fees are non-refundable.
- Partial subscription periods are non-refundable.
- Unused portions of subscriptions are non-refundable.
- Failure to use the Services does not create refund eligibility.
Refund requests may be reviewed on a case-by-case basis at Cafiyn's sole discretion.
Any approved refund shall not create an obligation to provide future refunds.
Free trials, evaluations, and beta
Services
Trial services, pilot programs, proof-of-concept engagements, beta services, preview services, and evaluation environments are generally provided without charge unless otherwise specified.
No refunds apply to free services.
Paid proof-of-concept or pilot engagements remain subject to the applicable commercial agreement.
Mobile application purchases
Where purchases, subscriptions, upgrades, or in-app transactions are made through third-party
application marketplaces, including but not limited to:
- Apple App Store
- Google Play Store
- such purchases are governed by the billing, cancellation, subscription, and refund policies of the
- applicable marketplace provider .
- Cafiyn:
- Does not control marketplace refund decisions.
- Does not process marketplace refunds.
- Does not guarantee marketplace refund outcomes.
- Customers seeking refunds for marketplace purchases should contact the applicable marketplace
- provider directly.
Professional services
Professional Services may include:
- Consulting services
- Advisory services
- Implementation services
- Integration services
- Technical services
- Configuration services
- Project services
- Workshops
- Training services
Professional Services typically involve allocation of personnel, expertise, time, and resources.
Accordingly, Professional Services fees are generally non-refundable once work has commenced.
Time-and-materials engagements
Where services are provided on a time-and-materials basis:
- Customers are responsible for payment of all hours worked.
- Customers are responsible for work performed up to the cancellation date.
- Customers remain responsible for approved expenses where applicable.
Cancellation of future work does not affect payment obligations for completed work.
Milestone-based projects
Where projects are structured around milestones, deliverables, phases, or project stages:
- Completed milestones remain payable.
- Approved deliverables remain payable.
- Work performed prior to cancellation remains payable.
- If cancellation occurs during an active milestone, Cafiyn may invoice for:
- Completed work
- Partially completed work
- Committed resources
- Non-cancellable expenses
- to the extent permitted by the applicable agreement.
Customer delays and inactivity
Customer delays do not eliminate payment obligations.
Examples include:
- Delayed approvals
- Failure to provide information
- Missed meetings
- Lack of responsiveness
- Delayed feedback
- Delayed access provisioning
- Customers remain responsible for work performed and resources allocated before or during such
- delays.
Non-payment
Failure to pay outstanding amounts may result in:
- Suspension of Services
- Restriction of access
- Termination of Services
- Recovery proceedings
- Collection activities permitted by law
- Suspension or termination does not relieve customers of payment obligations accrued prior to
- suspension or termination.
Chargebacks and payment disputes
Customers are encouraged to contact Cafiyn before initiating:
- Chargebacks
- Payment reversals
- Banking disputes
- Card disputes
- Where a payment dispute is initiated, Cafiyn may provide supporting documentation to:
- Banks
- Payment processors
- Card networks
- App marketplaces
- Dispute resolution authorities
- Documentation may include:
- Agreements
- Invoices
- Order records
- Service records
- Usage records
- Communications
- to the extent permitted by law.
Exceptional refund requests
Cafiyn may, at its sole discretion, review exceptional refund requests.
Factors considered may include:
- Billing errors
- Duplicate charges
- Technical failures attributable solely to Cafiyn
- Regulatory requirements
- Consumer protection obligations
Approval of one refund request shall not establish precedent for future requests.
Fraudulent or abusive activity
Cafiyn reserves the right to deny refunds where there is evidence of:
- Fraud
- Abuse
- Misrepresentation
- Unauthorized use
- Violation of agreements
- Chargeback abuse
- Nothing in this section limits any legal rights available to Cafiyn.
Termination of services
Termination of Services for any reason shall not automatically create refund eligibility.
Termination does not affect:
- Outstanding invoices
- Accrued payment obligations
- Charges for completed work
- Charges for active subscription periods
- unless otherwise required by law or expressly agreed in writing.
Policy modifications
Cafiyn may modify this Policy from time to time to reflect:
- Business requirements
- Product changes
- Legal developments
- Operational changes
- Updated versions will be published with a revised effective date.
- Continued use of paid Services following publication of an updated Policy constitutes acceptance of the
- revised Policy.
Contact information
Billing and Subscription Support
Email: infosec@cafiyn.com
Legal, Privacy and Compliance Matters
Email: infosec@cafiyn.com
Questions regarding refunds, cancellations, billing matters, subscription renewals, payment disputes, or this Policy should be directed to the above contacts.