VersaPoint ERP | Refund policy

Submission period

✓ An eligible customer may submit a refund review request within fourteen (14) days from the payment date.
✓ After this period expires, the customer may not submit a new voluntary cancellation or refund request for the same payment, without prejudice to statutory rights that cannot be waived where a proven defect, deficiency, or non-conformity exists.
✓ If the request is submitted within the period, admin may complete the review and implement the decision after the fourteen days have expired.

✓ The customer submits one review request only per payment through the customer account and provides an issue description and reason.
✓ A supporting document or image may be attached. Passwords, payment-card details, and verification codes must not be submitted.
✓ The customer does not choose the refund or compensation amount; admin determines the decision and amount after reviewing the request, invoice, and service record.
✓ A new request cannot be created for the same payment after the first request is submitted. Appeals or additional information must be handled through the same request or the complaints channels.

✓ Admin may request additional information or documents, which the customer must provide through the account before a financial decision is made.
✓ After review, the decision may be rejection, a full refund, or partial compensation while the service continues.
✓ A request may be rejected if it is late, incomplete, insufficiently supported, or contrary to the published terms and policies.

✓ When a full refund is approved, the full remaining refundable balance is returned. Refund tax is calculated automatically from the service value under the original invoice, and an internal credit note is issued.
✓ A full refund stops the service linked to the payment if no other paid and active subscription cycle exists.

✓ Admin may grant partial financial compensation for a limited issue, such as a material temporary outage, delay, or partial shortfall in an agreed service, while the subscription remains active.
✓ Admin sets the service amount being compensated, and the system automatically calculates the refunded tax and total; the customer does not choose the amount.
✓ Partial compensation does not cancel the package, shorten its term, or change its expiry date unless a separate written decision expressly states otherwise.

✓ Approved amounts are processed through the available payment method or payment provider where possible. Posting time may vary by payment provider or bank.
✓ The request status, admin decision, and completed amounts are displayed in the customer account.