This Refund & Cancellation Policy explains how subscription cancellations, refunds, plan changes, and related billing matters are handled for SUGARPINE™ Services.
This Policy applies to subscriptions and services purchased directly from Beecept Technologies ("SUGARPINE™", "we", "us", or "our"), unless a separate written agreement, Order, or applicable service-specific terms provide otherwise.
1. Subscription and Billing
SUGARPINE™ Services may be offered under monthly, annual, or other subscription periods as described in the applicable Order, pricing page, checkout process, invoice, or subscription agreement.
Subscription fees are generally charged in advance for the selected billing period.
Your applicable subscription, pricing, billing frequency, renewal terms, included features, usage limits, and other commercial terms may vary depending on the plan or Order you select.
Applicable taxes and other charges, where required, may be added to the subscription price.
2. Free Trials and Demonstrations
Where SUGARPINE™ offers a free trial, the duration, eligibility, features, and other applicable conditions will be presented when the trial is offered.
Unless otherwise stated, no subscription fee is charged during the free trial.
If a free trial automatically converts to a paid subscription, you may be charged according to the applicable subscription terms unless you cancel before the trial ends.
A product demonstration, sales demonstration, evaluation account, or other promotional access that does not require payment is not considered a paid subscription and is not eligible for a refund.
3. Cancellation
You may request cancellation of your subscription through the cancellation method made available by SUGARPINE™, which may include:
- Account or billing settings, where self-service cancellation is available;
- Contacting support@sugarpinepos.com from the registered account email; or
- Contacting your designated account manager for Enterprise or custom subscriptions.
Unless otherwise stated in your Order or required by applicable law, cancellation stops future renewals but does not immediately terminate the current paid subscription period.
You will generally continue to have access to the applicable Services until the end of the current paid billing period.
Cancellation does not automatically create a refund or credit for the unused portion of the current billing period.
4. Automatic Renewal
If your subscription is configured to renew automatically, it will renew for the applicable renewal period unless you cancel it before the next renewal date.
You are responsible for cancelling the subscription before the renewal date if you do not wish to continue.
If a renewal payment has already been successfully processed, the payment will generally be treated as a new subscription charge and will be subject to the refund rules in this Policy.
5. Refund Eligibility
Subscription fees are generally non-refundable once the applicable billing period has started because access to the Services may be provided immediately after payment.
However, SUGARPINE™ may issue a full or partial refund where appropriate in circumstances including:
5.1 Billing Errors
Refunds may be issued for verified billing errors, such as:
- Duplicate charges;
- Incorrect subscription charges;
- Charges resulting from a confirmed billing-system error; or
- Other payment errors confirmed by SUGARPINE™.
5.2 Service Activation Failure
If payment has been successfully completed but SUGARPINE™ fails to activate the purchased Service within a reasonable period and the issue cannot reasonably be resolved, SUGARPINE™ may provide an appropriate refund.
5.3 Unauthorized or Incorrect Charges
If you believe a payment was made without authorization or that an incorrect amount was charged, contact us promptly so that we can investigate the transaction.
5.4 Required by Law
Nothing in this Policy limits any refund, cancellation, or other rights that cannot legally be excluded or restricted under applicable law.
6. Refunds That Are Generally Not Available
Except where otherwise stated in this Policy, your Order, or required by applicable law, SUGARPINE™ generally does not provide refunds for:
- Unused days or months remaining in a billing period;
- Partial use of a subscription;
- Failure to use the Services after purchasing a subscription;
- Change of business requirements or circumstances;
- Change of business ownership or personnel;
- Failure to configure or use the Services;
- Lack of compatible hardware, internet connectivity, network infrastructure, or other customer-side requirements;
- Downgrading or cancelling a subscription after the billing period has started; or
- Services, integrations, or third-party products purchased directly from a third-party provider.
The availability of a refund for one transaction does not create an obligation to provide the same refund in another situation.
7. Plan Upgrades and Downgrades
Upgrades
Where supported, an upgrade may take effect immediately.
Additional charges or prorated charges may apply depending on the billing system, subscription plan, and timing of the upgrade.
Downgrades
A downgrade will generally take effect at the next renewal or billing period unless otherwise stated.
Amounts already paid for the current billing period are generally not refundable or creditable solely because you downgrade your subscription.
Certain features, limits, or functionality may change when a downgrade becomes effective.
8. Cancellation by SUGARPINE™
SUGARPINE™ may suspend or terminate Services in accordance with the Terms & Conditions, including where there is:
- A material breach of the Terms;
- Non-payment of amounts due;
- Fraudulent, unlawful, abusive, or unauthorized use;
- A security or legal risk;
- Misuse of the Services; or
- Another circumstance permitted under the Terms or applicable law.
Where termination results from your breach, non-payment, fraud, misuse, or unlawful activity, you are generally not entitled to a refund for unused subscription time, except where required by applicable law or expressly agreed by SUGARPINE™.
If SUGARPINE™ terminates a paid subscription for reasons unrelated to your breach, and applicable law or the applicable Order requires a refund, SUGARPINE™ may provide an appropriate refund for the affected unused period.
9. Service Discontinuation
If SUGARPINE™ permanently discontinues a paid Service before the end of a prepaid subscription period for reasons unrelated to your breach, SUGARPINE™ may provide an appropriate refund, credit, replacement service, or other remedy, subject to the applicable Order and applicable law.
This section does not apply to temporary maintenance, temporary interruptions, feature changes, or other service changes permitted under the Terms & Conditions.
10. Third-Party Services and Payments
Some Services may involve third-party payment processors, integrations, marketplaces, delivery platforms, app stores, hardware providers, or other third-party services.
Payments made directly to a third-party provider are subject to that provider's applicable cancellation and refund terms.
If a third-party provider processes a payment on behalf of SUGARPINE™, SUGARPINE™ may rely on the applicable payment processor's procedures for processing the refund.
SUGARPINE™ is not responsible for delays caused by a payment processor, bank, card issuer, or other third party after SUGARPINE™ has initiated an approved refund.
11. Refund Processing
To request a refund, contact:
Please include:
- Registered business name;
- Account email address;
- Invoice or payment reference;
- Date and amount of the payment;
- Reason for the refund request; and
- Any other information reasonably necessary to investigate the request.
We may request additional information or documentation where reasonably necessary.
We aim to acknowledge or respond to refund requests within 2 business days.
If a refund is approved, we will generally initiate the refund to the original payment method.
The time required for the refunded amount to appear in your account may vary depending on the payment processor, bank, card issuer, or other payment provider. SUGARPINE™ does not control the processing time after the refund has been initiated.
12. Chargebacks and Payment Disputes
If you believe a charge is incorrect, please contact support@sugarpinepos.com before initiating a chargeback so that we have an opportunity to investigate and resolve the issue.
If a chargeback is initiated, SUGARPINE™ may provide relevant transaction, subscription, payment, account, and usage information to the applicable payment processor, financial institution, or other authorized party for purposes of investigating the dispute.
Fraudulent or abusive chargebacks may result in suspension or termination of the affected account, subject to applicable law.
Nothing in this section limits any rights available to you under applicable law.
13. Data After Cancellation
Cancellation of a subscription does not necessarily result in immediate deletion of your Customer Data.
Following cancellation or termination, you may have an opportunity to export your Customer Data subject to the applicable Service, Order, and retention terms.
SUGARPINE™ may retain, delete, or anonymize data in accordance with its Privacy Policy, applicable law, legitimate business requirements, and the Terms & Conditions.
You are responsible for exporting any data you need before the applicable retention period expires.
14. Enterprise and Custom Agreements
Enterprise customers, customers receiving custom pricing, or customers purchasing customized services may have different cancellation, refund, payment, or termination terms stated in their signed Order, agreement, or other written commercial terms.
Where such terms conflict with this Policy, the applicable written agreement will control to the extent stated in that agreement.
15. Changes to this Policy
SUGARPINE™ may update this Refund & Cancellation Policy from time to time to reflect changes to our Services, billing practices, legal requirements, or business operations.
If we make material changes, we may provide notice through the Services, email, our website, or other reasonable means where appropriate.
The updated Policy will apply from its stated effective date, subject to applicable law and any terms that must remain governed by the version applicable when your purchase was made.
16. Contact Us
For cancellation, refund, or billing-related questions, contact:
Beecept Technologies
42, Parimal Society
University Road
Rajkot, Gujarat 360001
India
Email: support@sugarpinepos.com
For privacy-related matters, please contact: