Effective Date: 01/01/2025

This Refund Policy applies to products and services offered by SmartCloud Solutions Global, LLC (“SCSG,” “we,” “us,” or “our”) through our website, proposals, statements of work, service orders, or other written agreements.

1. General Rule

Many of our offerings consist of professional services, implementation services, consulting, configuration, project management, training, and other non-tangible, time-based services. For that reason, refunds are generally not available once services have started, been performed, or a deliverable has been accepted or deemed accepted, except as expressly stated in this Refund Policy, in the applicable proposal or agreement, or as required by applicable law.

2. Contract Documents Prevail

If you purchase products, services, or deliverables under a signed proposal, statement of work, order form, master services agreement, or any other written contract with SCSG, that document will prevail in the event of any inconsistency or conflict with this Refund Policy.

3. Professional Services and Implementation Projects

For professional services and implementation projects, including discovery, consulting, solution design, configuration, customization, training, project management, deployment support, and similar services:

* amounts paid for services already performed are generally non-refundable;
* amounts related to accepted deliverables or deliverables deemed accepted under the applicable proposal or agreement are generally non-refundable;
* if you believe that a deliverable contains a material non-conformity directly attributable to SCSG and within the approved scope, you must notify us in writing within the applicable notice period set forth in your proposal, agreement, or other governing contract;
* SCSG must be given a reasonable opportunity to review and remedy any verified material non-conformity before any refund is considered.

If SCSG determines that a material non-conformity exists, is directly attributable to SCSG, and falls within the agreed scope, and SCSG does not remedy it within a commercially reasonable period, SCSG may, at its discretion and subject to applicable law and the governing contract, provide one of the following remedies:

1. re-performance or correction of the affected services or deliverable;
2. a service credit; or
3. a partial or full refund, taking into account the affected scope, the services already performed, and the amounts already earned.

Any refund approved by SCSG, if any, shall exclude taxes, third-party fees, pass-through charges, and non-recoverable costs already incurred.

4. Recurring, Managed, and Pay-As-You-Go Services

For recurring, subscription-based, managed, support, or pay-as-you-go services:

* you may cancel future renewals or future billing cycles using the method indicated in your service documentation or by contacting us through the contact information provided below;
* cancellation applies prospectively only and does not reverse or refund charges already incurred, accrued, invoiced, or earned before the effective cancellation date, unless otherwise required by applicable law or expressly agreed in writing;
* where a minimum commitment term applies, early cancellation may remain subject to the applicable agreement.

5. What Is Not Refundable

Unless required by applicable law or expressly agreed in writing, SCSG does not provide refunds for:

* services, time, or effort already performed or consumed;
* discovery, analysis, workshops, consulting, planning, architecture, training, project management, coordination, or similar professional services already delivered;
* change requests, additional scope, out-of-scope work, or client-requested modifications;
* delays, rework, project impacts, or inefficiencies caused by the client’s acts or omissions, including lack of access, lack of approvals, incomplete information, or failure to cooperate;
* third-party software, licenses, subscriptions, hosting, messaging fees, telecommunications fees, payment processor fees, taxes, or other third-party charges;
* incompatibilities, limitations, outages, suspensions, policy changes, API changes, restrictions, or failures caused by third-party systems or providers, except to the extent compatibility was expressly committed in writing by SCSG;
* defects or issues arising from client changes, third-party changes, misuse, unauthorized modifications, or use outside the agreed environment, assumptions, or technical scope; or
* charges already incurred under pay-as-you-go, usage-based, or consumption-based services.

6. Third-Party Systems

Unless expressly stated otherwise in writing, SCSG does not warrant or guarantee full compatibility with third-party systems, services, infrastructure, APIs, applications, or providers, and does not provide refunds based solely on third-party incompatibility, limitation, suspension, outage, or policy change not directly caused by SCSG.

7. How to Request a Refund Review

To request review of a refund or other remedy, you must submit a written request to sac@smartcloudsolutions.global within the applicable deadline established in your proposal, agreement, or other governing contract.

Your request must include at least:

* your name and company name;
* the relevant proposal, order, invoice, or project reference;
* a detailed description of the issue;
* identification of the affected deliverable or service;
* the date on which the issue was discovered; and
* reasonable supporting evidence of the alleged material non-conformity.

Requests based solely on expectations, preferences, desired outcomes, or requirements that were not included in the approved scope will not qualify for a refund.

8. Client Cooperation

You must provide timely cooperation reasonably required for SCSG to investigate and address the issue, including, where applicable, access to relevant systems, records, environments, configurations, screenshots, logs, and other information reasonably necessary for diagnosis and remediation.

Failure to provide timely cooperation may delay or prevent review and resolution of the request. If SCSG is unable to investigate or remedy the issue because required cooperation, information, or access is not provided, SCSG may deny the refund request.

9. Review and Resolution

Upon receipt of a complete request, SCSG will review the matter in good faith and may request additional information. If the request is approved, SCSG will determine the appropriate remedy in accordance with this Refund Policy and the governing contract.

Any approved refund will be made through the original payment method where reasonably practicable, unless otherwise agreed in writing.

10. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, you agree to contact SCSG first and provide a reasonable opportunity to review and address the matter in good faith. Nothing in this Refund Policy limits any non-waivable rights you may have under applicable law.

11. Changes to This Policy

SCSG may update or modify this Refund Policy from time to time. The version in effect as of the date of purchase or contract approval will apply, unless a different version is required by applicable law or expressly accepted by both parties in writing.