Draft notice: This draft is pending legal review. Content is provided for preview purposes only and does not constitute a binding agreement until formally published.
1. Duplicate Payments
If you are charged twice for the same billing period, contact billing@sysmorra.com with transaction details. Verified duplicate payments will be refunded.
2. Failed Payment but Debit Received
If your account was debited but subscription activation failed, we will investigate with the payment gateway and process a refund if confirmed.
3. Payment Completed but Account Not Activated
If payment is confirmed but your account is not activated within a reasonable period, contact support. We will activate the account or process a refund at your choice.
4. Refund After Service Activation
Once service is activated and used, refunds are generally not available except as required by law or at Sysmorra's discretion for documented service failures.
5. Annual Plan Refund Rules
Annual plan refunds, if approved, may be calculated on a pro-rata basis minus any applicable administrative or gateway charges.
6. Taxes
Refunds will be adjusted for GST as applicable. Tax invoices will be amended or credit notes issued as required by law.
7. Gateway Charges
Payment gateway charges levied by third parties may be non-refundable and deducted from refund amounts where applicable.
8. Request Procedure
Submit refund requests to billing@sysmorra.com with invoice number, payment reference, reason and supporting documentation.
9. Refund Processing Period
Approved refunds are typically processed within 7–14 business days, subject to payment gateway and banking timelines.
10. Refund to Original Payment Method
Refunds are made to the original payment method wherever possible.