1. Scope and Priority This policy applies to all paid subscriptions, onboarding services, migration, paid customization, add-ons, professional services, and other chargeable services in the Commercial Documents. If this Policy conflicts with a signed Commercial Document, the Commercial Document controls for that transaction.
2. Billing Cycle and Invoices Billing frequency, due date, grace period, and invoice format are established in the Commercial Documents. Absent a contrary clause, invoices are due on the date shown on the invoice and must be paid in the currency and method specified.
3. Payment Obligations The Merchant must pay all undisputed charges in full and on time. Saerosoft may suspend access, suspend support entitlements, and stop additional provisioning when invoices remain unpaid beyond the applicable cure period.
4. Late Payment and Collection Saerosoft may issue written reminders and recovery notices, and may impose late fees, reversal charges, legal collection costs, and commercially reasonable interest if permitted by law and contract. All rights under this policy survive temporary suspension.
5. Accepted Payment Methods and Charge Timing All charges are deemed accepted when paid through the agreed method in the Commercial Documents or through an approved alternative invoicing mechanism. Card/PG settlements may be posted before final settlement confirmation depending on processor settlement windows.
6. Cancellation, Downsize, and Freeze Requests Cancellation requests must be submitted in writing via the specified commercial contact. For recurring plans, standard cancellation is effective at the next renewal date unless immediate termination is contractually allowed. Service freezes, downsizing, and temporary holds are available only when explicitly provided.
7. Refund Eligibility and Limits Subscription charges are generally non-refundable after the Service period has started. Refunds may be considered only in cases of duplicate billing, clearly non-conforming charges, or documented non-delivery of paid work under a Commercial Document, provided claims are timely and fully evidenced.
8. Professional Services and Milestone Settlements Implementation, migration, consulting, and customization retainers are generally non-refundable after commencement. If required milestones are missed, settlement is determined based on accepted deliverables, completion status, service logs, and documentary proof.
9. Chargeback and Dispute Handling Before lodging a chargeback, the Merchant must provide invoice details, transaction reference, and evidence of dispute. Saerosoft may temporarily restrict account access during a valid fraud risk investigation while preserving a full audit trail.
10. Usage-Based Credits and Service Interruptions Service credits for partial outages, planned maintenance, force majeure, or incidents outside Saerosoft control are applied only where explicitly agreed in the Commercial Documents and only after objective incident review.
11. Taxes and Pass-Through Expenses All taxes and fees required by law are added according to applicable tax rules. Bank fees, transfer fees, currency conversion fees, mandatory third-party charges, and statutory levies are not included in base SaaS fees unless expressly stated.
12. Post-Termination Fees and Final Billing On termination, the Merchant remains liable for accrued subscription charges, non-refundable onboarding fees, completed deliverables, support consumed, active contract extensions, and taxes legally due up to the termination date.
13. Settlement Procedure and SLA The Merchant's request is reviewed once complete documentation is received. Saerosoft issues a preliminary decision and payment or credit proposal within a commercially reasonable period, generally within fourteen (14) business days, excluding legal, bank, and holidays.
14. Cancellation at Scale and Outstanding Commitments If an enterprise migration or multi-site implementation is terminated early, the Merchant is liable for all already incurred milestone costs and all reasonable transition expenses, including data migration, handover support, and project shutdown tasks not yet completed.
15. Non-Refundable Clauses Fees related to tax filings, statutory filings support, domain or cloud onboarding dependencies, account transfers, and emergency mitigation work are treated as operationally consumed services and are generally non-refundable.
16. Requests and Contacts All billing, cancellation, chargeback, and refund requests must be submitted to the contact listed in the Commercial Documents or help@saerosoft.com. Missing documentation or incomplete evidence may delay response without prejudice.