Return & Refund Policy

Policy Overview

Our refund policy reflects the nature of software-as-a-service (SaaS) and digital products. Once a subscription is active or a service has been rendered, the resources used to deliver that service cannot be reclaimed. Where eligible, we offer refunds or service credits in line with the conditions below.

Refund Eligibility

You may be eligible for a refund under the following circumstances:

• You were charged in error or charged twice for the same subscription period
• The service was materially unavailable for more than 72 consecutive hours within a billing cycle and our team has confirmed the outage
• The service does not function as described in the official product documentation, and we are unable to resolve the issue within 14 business days of a confirmed support ticket
• A request is made within 7 days of the first paid subscription charge, provided usage of the service is below standard onboarding thresholds

Non-Refundable Services

The following are non-refundable:

• Subscription fees for periods that have already elapsed (used time)
• Custom development, integration, or migration services that have been delivered or commenced
• Training sessions, workshops, and consulting hours that have been attended or scheduled within 48 hours of the booking
• Third-party fees, payment gateway charges, currency conversion costs, and applicable taxes
• Promotional, discounted, or beta-tier plans unless explicitly stated otherwise

Subscription Cancellation

You may cancel your subscription at any time through your account dashboard or by emailing our support team. The cancellation takes effect at the end of your current billing cycle, and you will retain full access to the platform until that date.

• Monthly subscriptions: cancellation prevents the next monthly charge
• Annual subscriptions: cancellation prevents the next annual renewal; the current paid period remains active until expiry
• Enterprise contracts: governed by the specific terms of the signed Master Service Agreement

Refund Process

To request a refund, please email info@fnb.tech within the eligibility window stated above and include:

• The email address associated with your account
• The subscription or invoice number
• A clear description of the issue and the eligibility ground
• Supporting evidence (screenshots, error logs, ticket references)

Approved refunds are processed within 7–14 business days via the original payment method. Processing time may vary depending on your bank or payment provider.

Implementation & Custom Services

Implementation, integration, and bespoke development services are quoted separately under a dedicated Statement of Work (SOW). Because these engagements involve dedicated resource allocation, the following applies:

• Deposits and onboarding fees are non-refundable once the project has been initiated
• Milestone payments are non-refundable for milestones that have been delivered and accepted
• Cancellation mid-project incurs charges for all work completed up to the cancellation date

Service Level Credits

For subscription tiers covered by a Service Level Agreement (SLA), if uptime falls below the committed threshold within a billing cycle, you may request a service credit in lieu of a cash refund. Service credits are calculated as follows:

• Uptime 99.0%–99.5%: 5% service credit on the affected month
• Uptime 95.0%–98.9%: 10% service credit on the affected month
• Uptime below 95.0%: 25% service credit on the affected month

Service credits must be claimed within 30 days of the incident and are applied to your next invoice.

Disputes & Chargebacks

Before initiating a chargeback with your bank or payment provider, we request that you contact our support team to resolve the matter directly. Most disputes can be addressed quickly through dialogue. Unjustified chargebacks may result in immediate suspension of your account and recovery of associated processing fees.

Contact Information

For all refund-related inquiries, please reach our team through the channels listed below. We aim to respond to every request within 2 business days.