Refund & Cancellation Policy

1. Purpose & Scope

This Refund & Cancellation Policy (“Policy”) explains how refunds, cancellations, and credits are handled for purchases made from Kenroz across our software products (licenses/subscriptions) and professional services (implementation, customization, support, retainers).

2. Definitions

• Products: Our software offerings (hosted SaaS, licensed apps, add-ons).
• Services: Consulting, implementation, integration, customization, training, managed support, retainers.
• Subscription: Recurring plan (monthly/annual) for Products and/or support Services.
• Milestone: Defined deliverable or phase in a Services Statement of Work (SOW).
• Service Credit: Non-cash credit applied to future invoices, typically for SLA compensation.

3. General Principles

• Refund eligibility depends on the item purchased, timing of request, and delivery/usage status.
• Refunds are issued to the original payment method and currency; processor and exchange fees are non-refundable.
• We may provide Service Credits in place of refunds in certain cases (e.g., SLA remedies).
• To avoid chargebacks, contact us first; unresolved chargebacks may lead to suspension.

4. Software Products (Licenses & Subscriptions)

4.1 Free Trials

Cancel before trial end to avoid charges. Fees charged after trial end are generally non-refundable.

4.2 Monthly Subscriptions

Cancel any time; access continues until the end of the billing period. No pro-rated refunds for partial months.

4.3 Annual Subscriptions

Cancel any time; access continues until term end. Pro-rated refunds are not provided by default once the term begins.

Exception: material service outage beyond 7 consecutive days (outside scheduled maintenance and not caused by your environment) may qualify for pro-rated credits at our discretion.

4.4 Upgrades & Downgrades

Upgrades charge immediately on a pro-rated basis. Downgrades take effect at renewal; no mid-term refunds.

4.5 Non-Refundable Product Items

One-time license keys, activation/setup fees, provisioning, usage overages, communication credits, connectors, and third-party pass-through fees.

5. Professional Services (Projects, Retainers, Support)

5.1 Deposits & Advance Payments

Deposits are non-refundable once work begins or resources are allocated.

5.2 Milestone-Based Projects

Completed/accepted milestones are non-refundable. Cancelling before a milestone starts may allow partial refunds minus consumed T&M, non-recoverable costs, and applicable cancellation fees.

5.3 Time & Materials / Retainers

Prepaid retainers are non-refundable once the service window begins. Rollover only if explicitly stated.

5.4 Change Requests

Approved change requests are billable and non-refundable once performed.

5.5 Cancellation Notice

If your agreement includes a notice period, cancellations take effect after that period; fees remain payable during notice.

6. Delivery, Access & Data

Delivery failures due to customer-side issues (contact details, firewalls, environment) are not refundable. Post-cancellation, access continues until end of term; data retention/export follows your plan and policies.

7. SLA Credits (Not Cash Refunds)

Where applicable, SLA remedies are Service Credits applied to future invoices and are not cash; unused credits may expire.

8. How to Request a Refund/Cancellation

1. Email support@kenroz.com or submit a ticket from your account.
2. Provide account email, invoice/order ID, and reason.
3. For Services: include SOW/project name, milestone details, and acceptance notes.
4. We may request logs/screenshots for Product issues. Reviews in 5–7 business days; approved refunds in 7–14 business days.

9. Taxes, Currency & Fees

Taxes (e.g., GST/VAT) are non-refundable once remitted. Currency conversion and card processor fees are non-refundable.

10. Abuse & Fair Use

We may deny refunds in cases of fraud, abuse, excessive requests, or Terms/AUP violations. Chargeback abuse may lead to suspension.

11. Exceptions & Statutory Rights

Local consumer rights are not affected. We may make reasonable exceptions in good faith (e.g., duplicate charges).