In short
- You pay only an order that we have issued to you after we agreed scope in writing. Submitting a form never charges you.
- If you cancel after paying but before we activate your account, we refund the payment in full.
- Duplicate and mistaken payments are always refunded.
- After activation, your plan runs to the end of the period you have paid for. It does not renew automatically.
This summary helps you read the document. The numbered sections below are what apply.
1. Before you pay
You pay an order that we have issued to you, after we have agreed the scope with you in writing. Nothing is charged by submitting a form, and you cannot pay without an order reference. The order shows the plan, the billing period, the amount and any GST before you pay.
If you have not paid an order and no longer want it, ask us and we will cancel it. An unpaid order also lapses on the date it states. Nothing is charged for an unpaid order.
2. When we refund
| Situation | What we do |
|---|---|
| You paid the same order twice, or paid by mistake | We refund the extra or mistaken payment in full, to the method you used. |
| You paid an order that had been cancelled | We refund the payment in full. |
| You paid after the order had lapsed | We contact you to agree whether to honour the order or refund the payment. |
| A payment was taken but the order shows unpaid | We check it against the payment gateway. If the money was taken, we record it against your order or refund it. |
| You cancel after paying but before we activate your account | We refund the payment in full, with no deduction. |
| We cannot provide the plan you ordered, for example because your ERP cannot be connected as the order assumed | If we have not activated your account, we refund the payment in full. If we have, we refund the unused part of the period. |
| We make a change that materially reduces what your order includes, and you end the plan | We refund the unused part of the period you have paid for. |
| You want to end your plan after activation, for any other reason | The plan continues to the end of the period you have paid for, and we do not refund that period. It does not renew unless a new order is paid. |
| Your signed agreement says something different, for example on an Enterprise or Custom plan or in a programme | The signed agreement applies. |
3. What “activated” means
Paying does not activate your account. We verify your payment, and a person at Complifly then activates your account and confirms the activation date to you in writing. From that date the rules for an activated plan apply.
4. Renewal and cancelling a plan
We do not renew plans automatically, and we never charge you without an order. To continue, a new order is issued and paid before your period ends. To stop, do nothing: if you do not pay the next order, your plan ends when the period does. You can also tell us in writing, so that we do not issue another order.
A yearly plan is paid for the full year. Ending it early does not entitle you to a refund, except in the cases in the table above.
5. What we refund
We refund the amount you paid, including GST, to the method you used. Where GST law requires it, we issue a credit note for the refund. The unused part of a period is worked out by days, from the date you end the plan or the date we cannot provide it. We cannot refund to a different account or payment method.
6. How a refund is made
A person at Complifly makes the refund through the payment gateway, back to the method you paid with. When we confirm that a refund is due, we tell you the date we expect to send it. How long it then takes to reach your account depends on your bank and the gateway.
7. How to ask
- Write to Complifly@s3infotech.in or use the contact page. Give your order reference and, if you have it, the payment reference from your bank.
- We reply within one business day and confirm the payment against the payment gateway.
- If a refund is due, we make it. If it is not, we tell you why in writing.
8. If you dispute a charge with your bank
Please write to us first. We can usually settle a payment question faster than a bank dispute, and we will tell you what we find.
9. Your other rights
Nothing on this page limits any right you have under the law or under the written agreement for your plan.
What changed in this version
- First publication. Replaces the draft Refund Policy and adds cancellation, renewal, activation and refund-amount rules, and the cases in which a cancelled or unusable plan is refunded.
Earlier versions are available on request.
Related
Questions about this document? Contact us.