This Refund Policy explains how subscription charges, cancellations, and refund requests work for Sumext (“we,” “us”). Payments are processed by our payment partner; their terms may also apply. This policy supplements our Terms & Conditions.
1. Trials & free plans
If we offer a free tier or trial, no payment is taken until you upgrade or the trial converts per the offer shown at signup. Charges begin only when you confirm a paid plan unless stated otherwise at checkout.
2. Subscriptions
Paid subscriptions renew automatically at the cadence shown in your billing settings (for example monthly or annually) until you cancel. Fees are billed in advance for each period unless we specify otherwise.
3. How to cancel
Organisation owners or billing admins can cancel through the billing or subscription management flow in the app or via the hosted customer portal provided by our payment processor, where available. Cancellation stops future renewal; access typically continues until the end of the current paid period unless we specify otherwise or suspend for breach or risk.
4. Refunds
Unless required by law, fees are generally non-refundable after the charge has successfully processed. We may, at our discretion, offer a partial or full refund for billing errors, duplicate charges, or significant service failures attributable to us. Refund requests should include your organisation name, invoice or transaction reference, and a short description of the issue.
5. Chargebacks & disputes
If you dispute a charge with your bank, we may restrict access while the dispute is investigated. Please contact us first so we can resolve billing questions quickly.
6. Taxes & currency
Displayed prices may exclude applicable taxes until checkout. Currency and tax treatment depend on your location and our payment partner's calculation.
7. Seat or usage add-ons
Add-on purchases (such as contractor seats or usage packs) follow the pricing and renewal rules shown at purchase. Pro-rated refunds typically do not apply to partial periods unless we advertise otherwise or law requires it.
8. Changes to this policy
We may update this Refund Policy and will revise the “Last updated” date. Continued use of paid Services after changes constitutes acceptance unless law requires consent.
9. Contact
For billing and refund requests, contact us through the support or billing contact shown in your account, on your receipt, or on the Sumext website.