1. Policy Overview
We value long-term client relationships and aim to handle refund matters fairly, transparently, and in good faith. Because Sutrixs Global offers subscription software alongside custom development work, refund treatment may differ depending on the nature of the product or service purchased, the stage of delivery, and the costs already committed.
2. General Principles
- Refunds are reviewed against the applicable invoice, proposal, statement of work, subscription plan, or service order.
- Approved refunds, where applicable, are generally returned through the original payment method or another lawful method we reasonably determine.
- Payment gateway charges, bank charges, currency conversion charges, taxes, duties, and third-party costs may be deducted where they are non-recoverable.
- We may request supporting information before processing a refund request, including transaction details, communications, and compliance information.
3. ERP and CRM Subscription Refunds
Subscription fees for ERP, CRM, and related software products are generally non-refundable once the subscription period has started, user access has been provisioned, implementation has commenced, or digital services have been activated. This is because software subscriptions typically involve immediate provisioning, reserved capacity, setup effort, and technical allocation.
However, if a duplicate payment is made, or if we are unable to activate the subscribed service due solely to an issue attributable to us and no reasonable remedy is provided, we may review the matter and, where appropriate, issue a full or partial refund or apply service credit at our discretion and in a commercially fair manner.
4. Custom Software, Website, CRM, ERP, and Development Project Refunds
Payments for custom software, website development, implementation, consulting, or project-based work are generally tied to booked resources, discovery, planning, design, development effort, third-party procurement, and milestone commitments. For that reason, advance payments, discovery fees, consultation fees, and completed milestone payments are ordinarily non-refundable once the relevant work has started or the relevant milestone has been delivered or approved.
If a project is canceled before work begins, we may consider a partial refund after deducting administrative, consultation, payment processing, and reserved resource costs. If a project is paused or terminated after work has started, any refund, if applicable, will usually be limited to the unearned portion of the fees after accounting for work performed, committed resources, licenses, vendor costs, and non-recoverable expenses.
5. Duplicate or Incorrect Payments
If you believe you have made a duplicate payment or an incorrect payment, please notify us promptly with the transaction reference and supporting details. After verification, we will make reasonable efforts to resolve the matter quickly, including arranging reversal or refund where appropriate.
6. Chargebacks and Payment Disputes
We encourage clients to contact us first before initiating a chargeback or payment dispute, so that we can review the issue and try to resolve it efficiently. Unjustified chargebacks or payment reversals may result in suspension of access, pause of delivery, withholding of deliverables where legally permitted, or additional review of future transactions.
7. Refund Request Process
To request a refund, please share the following through our official communication channels:
- Your full name, company name if applicable, and contact details.
- The invoice number, subscription ID, or project reference.
- The payment date, amount, and payment transaction reference.
- A brief explanation of the reason for the refund request.
8. Processing Time
Once a refund is approved, we will initiate processing within a commercially reasonable period. The actual credit timeline may depend on the payment gateway, card network, bank, intermediary institution, foreign exchange channel, or applicable compliance checks.
9. Contact
For refund questions relating to subscriptions, software projects, or any online payment made through our website, please contact us through our official contact page or our authorized business communication channels.