At Agoysoft (Pvt) Ltd, makers of ApexCloud ERP, we are committed to customer satisfaction and providing exceptional services. This policy outlines our terms for subscription cancellations, refunds, and payment disputes. Please review carefully before subscribing.

Last Updated: October 2025

1. No Refund Policy for Past Services

Core Policy:

• No refunds will be issued for past services obtained
• Once services have been provided for a billing period, fees are non-refundable
• This applies to monthly subscription fees, per-branch fees, and usage-based charges
• Subscription fees cover the service period already provided

2. Advance Payment Refunds

Only Exception to No-Refund Policy:

• If you made an advance payment for future months/services
• And you or the provider terminates the agreement
• Advance payment will be refunded within 7 days
• Refund applies only to unused future service periods
• Already-consumed service periods are non-refundable

Example:

If you paid 6 months in advance (January to June) and cancel in March:

• ❌ No refund for January, February, March (services already provided)
• ✅ Refund issued for April, May, June (unused advance payment)
• ✅ Refund processed within 7 days

3. Service Termination by Customer

3.1 Notice Period

• 1 month written notice required to terminate service
• Notice must be sent to our official email
• Include business name, account email, and reason for termination

3.2 Payment Obligations Upon Termination

• You must pay for the last month of service
• You must clear all pending payments before termination
• All outstanding balances for SMS, WhatsApp, and other services must be settled
• Any credit system balances must be paid
• No refunds issued for the termination month or any past services

3.3 Data Export

• We will prepare an exit plan for you
• Receive readable backup of your data in CSV or Excel format
• Data includes all information from 8 plugins and analytical reports
• Data may be permanently deleted after the exit period
• Ensure you download your data before final deletion

4. Service Termination by Provider

4.1 Termination Due to Customer Violation

• If provider terminates due to violation of terms by customer
• Provider will NOT be liable to refund any payment made by customer
• All fees paid are forfeited
• Data may be deleted immediately or after grace period

4.2 Termination Due to Provider Violation

• If provider has violated the terms of the agreement
• Provider will be liable to refund the customer in full
• Provider also liable for any losses claimed by the customer
• Customer entitled to complete data export

4.3 Service Suspension for Non-Payment

• If payment delayed for more than 1 month
• 3 reminder notifications will be sent (SMS, WhatsApp, email)
• After 3 notifications without payment, system will be suspended
• Suspension is NOT termination—no refunds provided
• Service resumes once all outstanding fees are paid
• Data preserved during suspension period

5. Non-Refundable Services and Fees

The following are completely non-refundable:

• Monthly subscription fees for past months
• SMS notifications already sent
• WhatsApp messages already delivered
• Training hours already conducted
• Customization work already completed
• Server and domain fees for consumed periods
• Reload and bill payment services already processed
• Initial implementation and setup work

6. Credit System and Service-Specific Terminations

6.1 Credit System for Usage-Based Services

• We provide a credit system for WhatsApp, SMS, reload, and bill payment services
• Grace period allowed for payment deposit
• If balance exceeds credit limit, those specific services immediately terminated
• Core ERP system remains active if subscription fees are current
• Services resume once credit balance is cleared
• No refunds for credit-based service interruptions

6.2 Partial Service Termination

• SMS/WhatsApp services can be suspended independently
• Core subscription remains active
• Fees for suspended services stop accruing
• No refunds for period before suspension

7. Fee Changes and Adjustments

• We make every effort to maintain stable subscription fees
• In case of significant inflation, fees may be adjusted with 1 month advance notice
• Third-party service fee changes (SMS, WhatsApp, domain, server) passed on with 1 month notice
• Fee increases communicated via SMS, WhatsApp, and email
• No refunds or credits provided for fee increases
• You may choose to terminate with 1 month notice if you disagree with fee changes

9. Payment Disputes

9.1 Payment Tracking System

• Each customer assigned unique customer identification number
• Use this ID as remark/reference when making bank payments
• System automatically acknowledges payments made with correct customer ID
• Automated invoicing accessible in your portal
• View outstanding balance within the system
• Daily SMS notifications sent for outstanding balances

9.2 Disputed or Missing Payments

• If you missed or entered wrong ID as payment remark
• Send scanned copy of deposit slip to our official WhatsApp number
• Our team will acknowledge payment within next working day after verification
• Keep all payment receipts for your records
• Payment disputes resolved through verification process—no refunds issued for valid payments

9.3 Incorrect Charges

• If genuinely charged incorrectly (system error, double charge, etc.)
• Contact our billing team immediately
• Provide invoice numbers and payment proof
• Corrections made as account credits or refunds within 7 days
• This is the only scenario for mid-service refunds

10. Escalation and Complaint Resolution

10.1 If Continuously Disappointed with Service

• Escalate concerns to higher levels of management
• File complaint directly with top management
• We will make every effort to resolve complaints promptly
• If unresolved, you have option to exit service with 1 month notice
• No refunds for past services even if exiting due to dissatisfaction

10.2 Provider Failure to Deliver

• If we fail to provide services as agreed in the SAAS agreement
• If we violate terms causing losses to your business
• You may be entitled to refund plus compensation for losses
• Must provide documentation of losses
• Arbitration or legal proceedings may be necessary for disputed claims

11. Refund Processing (When Applicable)

For the rare cases where refunds apply:

1. Advance payment refunds: Processed within 7 days
2. Refund for provider violations: Timeline determined by resolution process
3. Incorrect billing corrections: Credits or refunds within 7 days
4. Refund method: Bank transfer to account on file or cheque
5. Documentation: All refunds documented with reference numbers

12. What This Policy Covers

This Refund and Cancellation Policy applies to:

• Monthly and annual subscription fees
• Per-branch fees
• SMS notifications
• WhatsApp messages
• Server and domain hosting fees
• Training services
• Customization services
• Reload and bill payment services
• Any other fees outlined in our Service Agreement

13. Your Rights

As a customer, you have the right to:

• Terminate service with 1 month written notice
• Receive data backup in CSV/Excel format upon exit
• Dispute incorrect charges with supporting documentation
• Escalate complaints to management
• Receive 1 month advance notice of fee changes
• Receive refund for unused advance payments (within 7 days)
• Receive full refund if provider violates agreement terms

14. Contact Us - Billing & Refunds

💰 Billing, Payments & Refund Inquiries

For questions about billing, refunds, payments, or cancellations:

📧 Billing: billing@agoysoft.com

📧 Support: support@agoysoft.com

📧 General: info@agoysoft.com

📞 Office: +94 11 236 1854

📱 Mobile/WhatsApp: +94 76 430 8010

🌐 Website: agoysoft.com

🏢 Address: 18 Ramakrishna Avenue, Colombo 06, Sri Lanka

AgoySoft Solutions - Transparent pricing, clear policies

Visit us at: agoysoft.com