Refund Policy

At SunPERP Solutions, we strive to ensure complete customer satisfaction with our enterprise resource planning solutions. This Refund Policy outlines the circumstances under which refunds may be issued for purchases of our SunPERP and SunX services, including software subscriptions, implementation services, and related products.

1. General Refund Policy

1.1 Scope

This Refund Policy applies to all purchases made through our website, sales representatives, or authorized partners. It covers:

• Software subscription fees (SunPERP and SunX platforms)
• Implementation and consulting services
• Training and support packages
• Add-on modules and features
• Professional services

1.2 Time-Sensitive Nature

All refund requests must be submitted within the timeframes specified in this policy. Requests received after the applicable deadline will not be processed unless exceptional circumstances apply, as determined solely at our discretion.

2. Software Subscription Refunds

2.1 Initial Subscription Period

For new customers subscribing to SunPERP or SunX services:

• 14-Day Money-Back Guarantee: If you are not satisfied with our services, you may request a full refund within 14 days of your initial subscription date.
• Eligibility: This guarantee applies only to first-time customers and cannot be combined with trial periods.
• Conditions: To qualify, you must have actively attempted to use the platform and worked with our support team to resolve any issues.

2.2 Renewal Subscriptions

For subscription renewals:

• 7-Day Grace Period: If your subscription automatically renews and you did not intend to continue, you may request a refund within 7 days of the renewal date.
• Prorated Refunds: After the 7-day period, no refunds will be issued for unused subscription time.
• Cancellation: You may cancel your subscription at any time to prevent future renewals, but cancellation does not automatically entitle you to a refund.

2.3 Annual vs. Monthly Subscriptions

Subscription Type	Refund Window	Refund Amount
Monthly Subscription (New)	14 days	100% refund
Monthly Subscription (Renewal)	7 days	100% refund
Annual Subscription (New)	30 days	100% refund
Annual Subscription (After 30 days)	N/A	Prorated refund*

*Prorated refunds for annual subscriptions are calculated based on unused months, minus a 20% administrative fee, and are issued only in exceptional circumstances at our sole discretion.

3. Implementation and Consulting Services

3.1 Pre-Work Commencement

If you cancel implementation or consulting services before work has commenced:

• Full Refund: Available if cancelled at least 48 hours before the scheduled start date
• 50% Refund: Available if cancelled less than 48 hours before the scheduled start date
• Planning Fees: Non-refundable planning and preparation fees (typically 10% of total service cost) may apply

3.2 After Work Commencement

Once implementation or consulting work has begun:

• Fees for completed work milestones are non-refundable
• Unused portions of fixed-price engagements may be refunded at our discretion
• Hourly consulting services are billed for actual time spent and are non-refundable
• Material costs and third-party expenses are non-refundable

3.3 Service Quality Issues

If you are unsatisfied with the quality of implementation or consulting services:

• Contact us immediately to discuss concerns
• We will work to remedy any legitimate quality issues at no additional cost
• Partial refunds may be considered if issues cannot be satisfactorily resolved
• Refund decisions for quality disputes are made on a case-by-case basis

4. Training and Support Packages

4.1 Pre-Scheduled Training

• Full Refund: Available if cancelled at least 7 days before the scheduled training date
• 50% Refund: Available if cancelled 3-7 days before the scheduled training date
• No Refund: Cancellations made less than 3 days before the scheduled date are non-refundable

4.2 On-Demand Training Materials

• Digital training materials and courses are non-refundable once access has been granted
• Exception: If materials are substantially different from description or are technically defective, refunds may be issued

4.3 Support Packages

• Annual Support: Refundable within 30 days of purchase if no support incidents have been logged
• Prepaid Support Hours: Unused hours may be refunded, minus a 15% administrative fee, within 90 days of purchase
• After Use: Once support services have been utilized, refunds are prorated based on unused value

5. Add-On Modules and Features

5.1 New Add-On Purchases

• 30-Day Evaluation: Refunds available within 30 days if the add-on does not meet your needs
• Technical Issues: If an add-on cannot be made to function properly with your configuration, a full refund will be issued
• Compatibility: Ensure compatibility requirements are met before purchase; refunds for incompatibility are at our discretion

5.2 Add-On Renewals

• Subject to the same renewal refund policies as base subscriptions
• 7-day grace period for automatic renewals

6. Non-Refundable Items

The following items and services are non-refundable under any circumstances:

• Customization Work: Any custom development, modifications, or configurations performed specifically for your organization
• Third-Party Costs: Expenses incurred for third-party software, licenses, or services
• Data Migration: Completed data migration services
• Hardware: Any hardware components or infrastructure costs
• Travel Expenses: Travel and accommodation costs for on-site services
• Promotional Offers: Discounted or promotional pricing may have different refund terms
• Completed Projects: Implementation projects marked as complete and accepted by the client

7. Refund Request Process

7.1 How to Request a Refund

To request a refund, follow these steps:

1. Contact Us: Email refunds@sunperp.org or call +448847834026
2. Provide Information: Include your account details, order number, purchase date, and reason for the refund request
3. Supporting Documentation: Provide any relevant documentation supporting your request
4. Await Response: We will respond to your request within 3-5 business days

7.2 Required Information

Your refund request must include:

• Full name and company name (if applicable)
• Email address associated with the account
• Order number or invoice number
• Date of purchase
• Detailed explanation of the reason for the refund request
• Description of any attempts to resolve issues with our support team

7.3 Review Process

• All refund requests are reviewed individually
• We may request additional information or schedule a call to discuss your concerns
• We strive to resolve refund requests within 7-10 business days
• Complex cases may take longer and will be communicated accordingly

8. Refund Methods and Timing

8.1 Refund Methods

Approved refunds will be issued using the original payment method:

• Credit/Debit Cards: Refunded to the original card used for purchase
• Bank Transfers: Refunded to the originating bank account
• PayPal: Refunded to the PayPal account used
• Invoice Payments: Refunded via bank transfer or check

8.2 Processing Time

• Approval to Processing: 3-5 business days after approval
• Credit/Debit Cards: 5-10 business days for funds to appear
• Bank Transfers: 7-14 business days depending on your bank
• International Refunds: May take up to 30 days

8.3 Currency and Exchange Rates

• Refunds are issued in the original purchase currency
• Currency conversion fees charged by your bank are non-refundable
• Exchange rate fluctuations between purchase and refund dates may affect the final amount

9. Partial Refunds

In certain circumstances, partial refunds may be approved:

• Prorated Services: For annual subscriptions or prepaid services, refunds may be prorated based on unused time
• Administrative Fees: Partial refunds may be subject to administrative fees (typically 10-20% of the refund amount)
• Quality Issues: If services were partially completed or partially satisfactory
• Goodwill Gestures: At our discretion in cases where a full refund is not warranted but customer satisfaction is a concern

10. Dispute Resolution

10.1 Informal Resolution

Before pursuing formal dispute resolution:

• Contact our customer service team to discuss concerns
• Allow us reasonable opportunity to address and resolve issues
• Escalate to management if initial attempts are unsatisfactory

10.2 Chargebacks

If you initiate a chargeback with your credit card company or bank:

• Your account may be immediately suspended
• We reserve the right to dispute illegitimate chargebacks
• Chargeback fees and administrative costs may be charged to your account
• Future purchases may require alternative payment methods

Please contact us directly before initiating a chargeback so we can work together to resolve any issues.

11. Special Circumstances

11.1 Force Majeure

If we are unable to provide services due to circumstances beyond our control (natural disasters, pandemics, war, government actions, etc.):

• We will work to reschedule services at no additional cost
• Refunds for undelivered services may be issued at our discretion
• Subscription periods may be extended to account for service interruptions

11.2 Service Discontinuation

If we discontinue a service or product:

• Advance notice will be provided (typically 90 days)
• Prorated refunds will be offered for any remaining subscription period
• Migration assistance to alternative solutions may be provided

11.3 Technical Failures

In cases of prolonged technical failures preventing service use:

• Service credits will be applied for documented downtime exceeding our SLA
• Extended failures may result in prorated refunds
• We will work diligently to restore services before considering refunds

12. Enterprise and Custom Agreements

For enterprise customers with custom agreements:

• Refund terms specified in your enterprise agreement take precedence over this policy
• Custom payment schedules may have different refund provisions
• Contact your account manager for specific refund terms
• Where enterprise agreements are silent on refund terms, this policy applies

13. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be:

• Posted on our website with an updated "Last Updated" date
• Communicated to active customers via email
• Effective immediately for new purchases
• Applied to existing purchases only if required by law or if more favorable to customers

14. Governing Law

This Refund Policy is governed by the laws of England and Wales. Any disputes arising from refund requests or this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact Information

---

We appreciate your business and are committed to your satisfaction. This Refund Policy is designed to be fair to both our customers and our business. If you have any concerns about a purchase, please don't hesitate to reach out to our customer service team.