1. Scope of This Policy
This Refund & Cancellation Policy ("Policy") applies to subscription fees paid by Users for access to the Subcidys platform ("Subscription Fees").
This Policy does not apply to:
- (a) Payments collected by Users from their own customers using payment features on the platform (which are governed by the relevant payment gateway's terms and the User's own refund policies with their customers); or
- (b) Any third-party financial products such as loans, credit lines, or co-branded cards, which are governed by the relevant lending partner's terms.
2. Subscription Plans
Subcidys offers subscription plans on a monthly, quarterly, and/or annual basis, as described on our pricing page or in your specific SaaS Subscription Agreement. Fees are payable in advance for the chosen billing cycle, unless otherwise agreed in writing.
3. Free Trial
Where a free trial is offered, you may cancel at any time during the trial period without charge. If you do not cancel before the trial ends, your subscription may automatically convert to a paid plan and your chosen payment method may be charged, subject to prior notice where required by applicable law.
4. Cancellation by User
- You may cancel your subscription at any time through your account settings or by contacting support@subcidys.com.
- Cancellation will take effect at the end of the then-current billing cycle. You will continue to have access to the Services until the end of the paid period.
- Cancellation does not entitle you to a refund of fees already paid for the current billing cycle, except as expressly provided in Section 5 below.
5. Refund Eligibility
Refunds of Subscription Fees may be considered in the following circumstances, at the sole discretion of Subcidys, unless otherwise required by applicable law:
- Duplicate or erroneous charges due to a technical error on our part;
- Charges made after a valid cancellation request was submitted but not processed due to a system error;
- Material failure of the Services to function as described, where such failure persists despite reasonable support efforts and is not resolved within a reasonable period.
Refund requests must be submitted within thirty (30) days of the relevant charge, along with supporting details, to support@subcidys.com.
5(a). Annual Subscription Cancellation and Refund Window
Users who subscribe to an annual subscription plan may cancel such subscription and request a refund as follows:
- • If cancellation is requested within twenty-eight (28) days of the subscription start date (or renewal date, as applicable), the User shall be entitled to a refund of one hundred percent (100%) of the annual Subscription Fee paid.
- • If cancellation is requested after twenty-eight (28) days but within sixty (60) days of the subscription start date (or renewal date, as applicable), the User shall be entitled to a refund of fifty percent (50%) of the annual Subscription Fee paid.
- • If cancellation is requested after sixty (60) days of the subscription start date (or renewal date, as applicable), no refund shall be payable, and the User's access to the Services shall continue until the end of the then-current annual billing cycle, after which the subscription shall not renew.
Refunds under this clause shall be processed in accordance with Section 7 (Refund Processing) of this Policy and shall be net of any non-refundable taxes, transaction charges, or third-party fees already incurred
6. Non-Refundable Items
Except as set out in Section 5, the following are non-refundable:
- Fees for partially used subscription periods upon voluntary cancellation;
- Set-up fees, onboarding fees, or one-time service charges, where applicable;
- Fees for add-on features, AI usage credits, or third-party integration costs that have already been consumed;
- Subscription fees where the account has been suspended or terminated due to a breach of the Terms & Conditions or Acceptable Use Policy.
7. Refund Processing
Approved refunds will be processed to the original payment method used for the transaction, generally within seven (7) to fourteen (14) business days, subject to processing timelines of the relevant payment gateway, bank, or card network. Subcidys is not responsible for delays caused by such third parties.
8. Plan Upgrades and Downgrades
If you upgrade your subscription plan, the new plan will generally take effect immediately, with any applicable pro-rated charges billed at the time of upgrade. If you downgrade your plan, the change will generally take effect at the start of the next billing cycle, and no refund will be provided for the difference in fees for the current cycle, unless otherwise stated in your SaaS Subscription Agreement.
9. Failed or Disputed Payments
If a payment fails or is reversed (including through chargebacks), we reserve the right to suspend access to the Services until the outstanding amount is settled, in accordance with our Account Suspension & Termination Policy.
10. Taxes
All Subscription Fees are exclusive of applicable taxes (including GST), unless stated otherwise. Refunds, where granted, will be net of any taxes that cannot be recovered or reversed by Subcidys.
11. Changes to This Policy
We may update this Policy from time to time. Material changes will be communicated to existing subscribers, and the "Last Updated" date will be revised accordingly. Changes will not affect refund eligibility for charges made prior to the effective date of the change.
12. Contact Us
For questions regarding billing, cancellations, or refunds, please contact us at:
Support & Billing Contact