Refund & Cancellation Policy

1. Overview & Customer Satisfaction Commitment

At Cloud ERP 360, our mission is to empower retail businesses, fuel stations, wholesalers, and manufacturers with high-velocity enterprise software that simplifies operations and eliminates manual reconciliations.

We believe that enterprise software subscriptions should be completely transparent, risk-free, and based on demonstrated value. This Refund & Cancellation Policy details the exact circumstances, procedures, and timelines under which refunds, pro-rated billing adjustments, and cancellations are processed through our authorized Merchant of Record, Paddle (Paddle.com Market Ltd).

2. 14-Day 100% Money-Back Guarantee

All initial subscription purchases on Cloud ERP 360 come with an unconditional, risk-free 14-Day Money-Back Guarantee:

• check_circle No Interrogation: While we appreciate constructive feedback to improve our software, no extensive justification is mandated to claim your 14-day refund.
• check_circle Fast Approval: Verified 14-day refund requests are approved by our billing team within 24 business hours.

3. Technical Defect & Service Non-Delivery Safeguard

Beyond the 14-day initial window, we stand behind the architectural stability and statutory performance of our platform:

• check_circle Unresolved Platform Defect: If you experience documented, critical software defects or persistent server outages that prevent normal POS checkout or ledger posting, and our engineering team is unable to remediate the defect within five (5) business days of formal ticket submission, you are entitled to a full refund for that billing cycle.
• check_circle Statutory Tax Transmission Failures: In the event of a verified failure in our certified FBR PRAL digital invoicing adapter causing non-transmission of legally compliant invoices, where fault lies demonstrably within our platform code and not third-party tax servers, affected tenants qualify for full service credit or refund.

4. Billing Errors & Duplicate Charge Reversals

In the rare event of accidental duplicate transactions, incorrect currency calculations, or unauthorized billing discrepancies resulting from network timeouts during checkout:

5. Annual Subscription Cancellations & Pro-Rata Policy

For organizations subscribing to annual plans (prepaid for twelve months with discounted pricing):

• check_circle First 14 Days: Annual subscribers receive a 100% full refund if cancelled within fourteen (14) days of the initial subscription date.
• check_circle After 14 Days (Pro-Rata Review): If an enterprise customer experiences corporate restructuring, store closure, or operational cessation, they may request a pro-rated refund for the remaining full unused calendar months, subject to account review. Active utilized months are retroactively recalculated at standard non-discounted monthly rates.

6. Non-Refundable Items & Bespoke Services

While our standard SaaS platform subscriptions are governed by flexible money-back terms, certain customized or physical services are non-refundable once delivered:

7. Subscription Cancellation Policy & Zero Lock-In

You can cancel your Cloud ERP 360 subscription at any moment directly with a few clicks:

• check_circle Zero Cancellation Penalties: We do not charge cancellation fees, early exit penalties, or administrative termination charges.
• check_circle Immediate Renewal Stop: The instant cancellation is confirmed, all future automated renewals are permanently blocked.
• check_circle Continued Prepaid Access: Your account, cashier registers, and multi-branch reports remain fully functional through the end of the current prepaid period.
• check_circle 60-Day Data Export Window: Following subscription end, your data is securely preserved for sixty (60) calendar days in read-only mode so you can export all records in CSV, Excel, or JSON.

8. Paddle Merchant Settlement & Refund Processing Timelines

All payments and refund disbursements are executed securely through Paddle (Paddle.com Market Ltd) back to your original payment method:

Note: Refunds are issued in the identical currency originally billed, safeguarding your organization against foreign exchange conversion variations.

9. Step-by-Step Instructions to Request a Refund

Submitting a refund or cancellation request is simple and takes less than two minutes:

To: billing@clouderp360.com
Subject: Refund Request - Cloud ERP 360 Subscription

Dear Billing Team,

I am requesting a refund for my Cloud ERP 360 subscription under the 14-day money-back guarantee policy.

Account Email: [Your Email]
Business Name: [Your Business Name]
Paddle Order / Transaction ID: [Your Order ID from invoice]
Date of Purchase: [Purchase Date]
Reason (Optional): [Brief description of why you're requesting refund]

Thank you,
[Your Name]

10. Chargeback Prevention & Direct Resolution

We are committed to prompt, honorable customer care. Initiating a formal bank chargeback or payment card dispute can take 60 to 90 business days to resolve through banking networks and may lead to automated account freezes.