1. Scope and Service Types This Billing, Cancellation and Refund Policy applies to the SaaS subscriptions, server management, hosting, onboarding, data migration, add-ons, on-premise license supply, paid customization, feature additions, and professional services including system implementation, integration, development, and SI-type projects provided by SAEROSOFT INC. (the "Company"). Where mandatory consumer protection laws apply to a transaction, such laws shall prevail. The effective date of this Policy is 2026/4/20, and the current version is v20260420.000.
2. Order of Precedence Any individual quotation, order form, proposal, agreement, work order, invoice, service specification, SLA, or other Commercial Document shall prevail over this Policy. This Policy supplements matters not expressly addressed in the Commercial Documents, and where there is a conflict, the applicable Commercial Document shall govern.
3. Billing Cycle and Start Date The billing cycle, billing commencement date, due date, billing currency, payment method, and standards for issuing tax invoices or receipts shall be as specified in the applicable Commercial Documents. Unless otherwise agreed, the default billing currency shall be USD, and invoices shall be due within 14 days from the invoice date. Recurring billing products shall renew based on the initial paid service start date, account activation date, or such other baseline date as specified in the Commercial Documents.
4. Recurring Billing, Auto-Renewal, and Price Changes Recurring billing products may automatically renew on the agreed cycle if auto-renewal was agreed in the applicable Commercial Documents or during the subscription process. The Company may notify the customer of renewal, revised fees, or changed conditions at least 30 days before the renewal date through email, the admin console, invoice notices, or another agreed channel. Where a service is converted from free to paid, or where fees are increased, the Company shall follow any advance notice or consent procedures required by applicable law and the Commercial Documents. If the customer does not complete cancellation before renewal, fees for the next billing cycle may be charged.
5. Payment Obligation The customer must pay all undisputed amounts in full by the due date. Even where part of an invoice is reasonably disputed, the undisputed portion must still be paid on time, and the reason for the dispute together with supporting materials must be submitted in writing before the due date or within a reasonable period immediately thereafter. Unless otherwise agreed, the customer may not withhold, offset, deduct, or suspend payment without the Company's prior written approval.
6. Late Payment, Service Restriction, and Recovery If payment is delayed, the Company may, upon notice, take measures including restricting account functionality, limiting access to the administrative console, reducing technical support, suspending expansion of hosting resources, withholding the commencement of new work, or withholding delivery of deliverables or licenses. In the event of prolonged delinquency, the Company may pursue collection or legal recovery procedures to the extent permitted by contract and applicable law. Unless otherwise agreed, late payment charges shall accrue at 12% per annum or in accordance with daily accrual on the overdue amount from the day after the due date until payment in full, to the extent permitted by applicable law.
7. Payment Methods and Payment Notices The customer may pay fees by card, payment gateway, bank transfer, auto-debit, or another payment method approved by the Company. Upon completion of an electronic payment, the Company may issue or send an electronic record, receipt notice, or tax invoice information including the payment details, billed items, supplier information or contact details, and information regarding the next billing cycle. If a payment method exceeds its limit, is declined, expires, contains account errors, or otherwise fails, the customer must promptly update the payment method or complete an alternative payment procedure without delay.
8. Service Commencement and Delivery Standards SaaS, hosting, or server management services shall be deemed to commence upon account activation, provision of access rights, infrastructure provisioning, transfer of operational control, or satisfaction of another commencement condition specified in the applicable Commercial Documents. On-premise supply shall be deemed commenced upon delivery of software, license keys, installation files, container images, documentation, or other delivery media to the customer. Project-based services shall be deemed commenced upon milestone delivery, provision of the development environment, completion of the kickoff meeting, or commencement of operational deployment.
9. Cancellation of SaaS, Hosting, and Server Management Services Cancellation of recurring SaaS, hosting, and server management services shall be processed through the contact channel specified in the Commercial Documents or via written notice to help@saerosoft.com. Unless otherwise agreed, cancellation requests must be received no later than 7 days before renewal before the next renewal date, and any billing period that has already started shall remain in effect, with cancellation taking effect from the next renewal date. Unless otherwise required by law or expressly agreed in the Commercial Documents, no pro rata refund shall apply to any billing period that has already commenced.
10. On-Premise Licenses and Supplied Products On-premise licenses, perpetual or term-based licenses, installation packages, deployment images, and similar supplied products are, in principle, non-cancellable and non-refundable after the license has been issued, the download has been made available, the installation files have been delivered, the goods have been delivered, or use has commenced. However, exceptions may be reviewed in the event of a clear delivery error by the Company, duplicate billing, mis-issued licenses, or another refund basis expressly stated in the Commercial Documents. The type of license, whether maintenance is included, the scope of upgrades, and any refund exceptions for on-premise supply shall be governed by On-Premise License and Delivery Policy v20260420.000.
11. Paid Customization, Feature Additions, and SI Projects Paid customization, feature additions, data migration, interface development, implementation, integration, project management, consulting, on-site support, incident response, and other professional services or SI-type projects shall be settled based on personnel time already spent, third-party resources already used, completed milestones, deliverables already provided, and change requests made by the customer. Where suspension, schedule delay, reduction of scope, delayed approval, or delayed cooperation is caused by the customer, amounts for completed work, already incurred third-party costs, and non-recoverable costs may still be charged. Unless otherwise specified, the default billing structure shall be 50% as down payment, 40% as interim payment, and 10% as final payment, or such other milestone-based structure as specified in the Commercial Documents.
12. Inspection, Acceptance, and Defect Remedy The inspection standards, inspection period, scope of rework, treatment of minor defects, timing of final acceptance, and commencement date of maintenance for on-premise supply and project-based work shall be governed by the Commercial Documents. Unless otherwise specified, the default inspection period shall be 7 business days from the date the deliverables are provided, and if no specific written defect list is submitted within that period, or if live operational use begins, acceptance may be deemed completed. The Company may provide reasonable corrections or supplements for actual defects, but additional requests or scope changes initiated by the customer shall be treated as separately billable work.
13. Basic Refund Principles Unless otherwise required by mandatory law or separately agreed in the Commercial Documents, subscription services are non-refundable once the relevant billing period has started, and supplied products and project-based services are non-refundable or only limitedly refundable once delivery or work commencement has occurred. Change of mind, non-use, internal approval delays, delayed internal rollout by the customer, failed integrations caused by the customer, customer environment issues, or failure to achieve expected business outcomes shall not by themselves constitute valid grounds for a refund. Where a transaction is subject to mandatory consumer protection laws, statutory withdrawal and refund rights may apply in priority.
14. Exceptional Refunds or Adjustments The Company may review a full or partial refund, issuance of service credits, deduction from future invoices, re-performance, or scope-based billing adjustments if there is objective evidence of duplicate payment, a clear billing error by the Company, material non-performance attributable to the Company, failure to provide a scope confirmed in writing, a material defect, or a substantial mismatch in the delivered item. Whether an exceptional refund or adjustment is granted shall be determined by taking into account the submitted materials, usage history, whether work has already commenced, whether third-party costs have already been incurred, the status of acceptance, and the contents of the relevant contract documents.
15. Partial Refunds, Pro Rata Calculation, and Prepaid Settlement Unless otherwise agreed in the Commercial Documents, monthly or annual prepaid products are not subject to pro rata partial refunds. However, where an annual prepaid plan or minimum commitment plan is terminated early, the settlement method specified in the Commercial Documents, including discount clawback, deduction of already performed work, minimum usage settlement, or an agreed early termination charge, shall prevail. Unless otherwise specified, the early termination settlement formula for annual prepaid services shall be amount paid minus the used portion at the standard monthly rate, discount clawback, and non-recoverable costs.
16. Third-Party Costs and Non-Refundable Items Cloud infrastructure, IDC, CDN, domains, SSL certificates, SMS, email delivery, payment gateway fees, external APIs, commercial licenses excluding open-source software, data transfer fees, app marketplace fees, and other third-party service charges are not included in the base SaaS fee unless otherwise agreed. Costs already paid to third parties or that cannot be recovered are generally non-refundable. Where the Company purchases, prepays, or links services in the customer's name or for the customer's dedicated use at the customer's request, the refundability of such costs shall also be subject to the policies of the relevant third-party provider.
17. Service Interruption, Partial Non-Performance, and Credits Where service interruption or partial limitation arises from scheduled maintenance, urgent security actions, changes to the customer's environment, outages of third-party infrastructure, force majeure, or causes attributable to the customer, refunds or service credits shall apply only if separately provided in the SLA or Commercial Documents. Where compensation for Company-attributable availability shortfalls or operational failures is defined in an SLA, the customer's remedy may, to the extent permitted by law, be limited to the relevant SLA credits or another specifically agreed adjustment method.
18. Chargebacks and Card Disputes Before initiating a chargeback or card dispute, the customer must first notify the Company of the relevant invoice number, contract or order identifier, reason for dispute, and supporting evidence. If a chargeback or suspected fraudulent transaction is received, the Company may restrict certain account functions, withhold re-issuance of licenses, suspend delivery of deliverables, or require additional verification in order to confirm the facts and prevent further loss. If a chargeback causes fees or losses to the Company and the customer's claim is determined to be unfounded, the Company may seek reimbursement of such costs to the extent permitted by law and contract. Actual pass-through fees and reasonable administrative costs may be charged where permitted.
19. Data Export, Access Restriction, and Deletion upon Termination Upon cancellation, expiration, or termination, the customer must download any exportable data, configuration values, logs, or deliverables within the period specified in the Commercial Documents or separately notified by the Company. Creation of backup copies, migration assistance, environment shutdown assistance, and legacy environment retirement support may be offered as separately paid services. Unless otherwise specified, the data export request period shall be 30 days from the termination date, and the default export format shall be CSV or JSON. Following termination, the Company may block access to the service and delete or anonymize data except to the extent necessary for operational security, settlement of unpaid amounts, mandatory legal retention, or dispute response. The default scheduled deletion timing shall be 60 days from termination.
20. Surviving Obligations and Record Retention Any subscription fees, setup fees, migration costs, professional service fees, taxes, third-party costs, recovery costs, termination settlement amounts, and other payment obligations accrued up to the date of termination shall survive termination. The Company may retain transaction records, billing records, tax materials, support history, and dispute-related materials in accordance with applicable law and internal retention policies. This section remains effective regardless of whether a refund is granted, and information subject to statutory retention obligations may be separately stored for the required retention period.
21. Inquiries, Review, and Processing Time Requests relating to billing, cancellation, refund, disputes, chargebacks, and settlement shall be submitted through the contact channel specified in the Commercial Documents or to help@saerosoft.com. After receipt, the Company will confirm whether the supporting materials are complete and aims to provide an initial response within 1 day from the time of contact. If a refund is approved, the actual time for remittance may vary depending on the payment method, financial institution, and payment service provider. The Company's internal target processing period for approved refunds is 7 business days from the date of approval. The Company's official contact details are as follows: - Legal Name: SAEROSOFT INC. - Korean Company Name: μ£Όμνμ¬ μλ‘μννΈ - General Contact Email: saero@saerosoft.com - General Contact Phone Number: +82-10-9438-7376 - Principal Office Address: 396, Seocho-daero, Seocho-gu, Seoul, Republic of Korea - Phnom Penh Sales/Support Office: 257 Unit, Boryeong/Boyoung Town, Phnom Penh, Cambodia