Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy (“Policy”) governs all payments made to SYSGENPRO SOFTWARE PRIVATE LIMITED(“SysGenPro”, “we”, “us”, “our”) for ERP platform subscriptions and related services.

By purchasing, subscribing to, or using our platform or services, you acknowledge and agree to this Policy.

2. ERP Platform Subscriptions

ERP platform subscriptions are billed in advance on an annual basis and are non-refundable.

Once the ERP environment is provisioned and access credentials are issued, no refunds, credits, or prorated adjustments will be provided, irrespective of usage level, business outcomes, or early termination.

3. Support & Maintenance Plans

Support plans, Annual Maintenance Contracts (AMC), and prepaid service packages are non-refundable once activated.

Support time is considered consumed when used for analysis, investigation, troubleshooting, configuration, or execution.

Unused support hours expire at the end of the validity period and do not carry forward or qualify for refunds or credits.

4. Professional Services

Payments for professional services — including implementation, customization, configuration, integration, data migration, training, consulting, or version upgrades — are non-refundable once service delivery has commenced.

Fixed-scope services are delivered based on agreed scope. Partial delivery, milestone completion, customer delays, or project pauses do not entitle customers to partial refunds.

5. Scope Changes & Project Pauses

Requests to pause, delay, reschedule, or modify scope after service initiation do not constitute grounds for refunds.

Any resumed or additional work may require revised scope, timelines, or additional charges.

6. Limited Refund Exceptions

Refunds may be considered solely under the following exceptional circumstances:

• Duplicate or incorrect billing due to system error
• Payment processed without service provisioning
• An explicit refund clause stated in a signed agreement

Refund eligibility is determined solely by SysGenPro.

7. Partner & White-Label Transactions

For purchases made through authorized partners, resellers, or white-label arrangements, refund terms (if any) are governed by the agreement between SysGenPro and the respective partner.

End customers must submit refund requests directly to the partner from whom the purchase was made.

8. Refund Request Process

Eligible refund requests must be submitted in writing to partner@sysgenpro.com within 7 calendar days of the transaction.

Requests must include payment details and a clear explanation of the issue.

9. Refund Processing Timeline

Approved refunds are processed within 7–10 business days to the original payment method.

Processing timelines may vary depending on payment provider or banking institution.

10. Policy Updates

SysGenPro reserves the right to update or modify this Policy at any time. Changes will be published on this page with an updated revision date.

11. Contact Information

For refund-related questions, contact partner@sysgenpro.com.