Refund Policy

Drafted and published in English as the working text for sufox.com.

This page covers every stage of a refund: how to ask, what applies to trials, the rules for monthly and annual plans, how amounts are worked out, which charges never come back, and how disputes are handled. Capitalised words carry the meanings assigned in the Terms & Conditions. The policy yields only where a separately signed enterprise agreement sets its own refund rules in writing.

Sending a refund request

Reach us through the contact form on the Website or by email to support@sufox.com. A complete request names the account email and organisation, points to the invoice or payment record, gives the charge date and the reason, and attaches whatever supports the case. Extra details may be asked for where reasonably needed to verify the request and look into what happened.

Trial periods

A free trial costs nothing while it runs — and with no money taken, there is nothing to return, unless a paid conversion or paid renewal has already gone through. How long the trial lasts, what usage it allows, and who qualifies for it are decisions we keep for ourselves and may revise or withdraw at any point.

Monthly subscriptions

On a monthly plan, the latest monthly charge can be refunded in full when every condition below holds:

• the request arrives no later than seven (7) calendar days after that monthly payment went through;
• it concerns only the most recently paid monthly period;
• after the charge, the account has not put the paid Services to material use — nothing beyond ordinary evaluation, and no substantive consumption of what the paid tier provides; and
• no sign of abuse appears — no pattern of short bursts of usage followed by refund requests, and no breach of the Terms & Conditions.

What counts as material use

Examples of “material use” under this policy: running live customer conversations through the platform on a sustained basis, putting automations into production, ingesting knowledge sources at scale, leaning heavily on paid integrations, or otherwise drawing substantially on paid-only capabilities once the charge has landed. The judgement is made reasonably and in good faith, from the account’s activity and the facts presented.

Service-fault exceptions

Did a confirmed technical failure on our side materially block access to the Services, or cause demonstrable damage, during the period in question? Then the case gets an individual review, and a refund, credit, or other remedy can follow even where the standard conditions are not all satisfied. Whatever mandatory law grants you stays in force regardless.

Annual subscriptions

Where an annual plan is offered and bought, a partial refund covering the untouched remainder of the year is available under these rules:

• the request lands within one hundred eighty (180) days of the date the annual payment was made;
• only the unused stretch of the current annual term is refundable;
• that stretch is measured in whole months, with any partial unused month rounded up in your favour;
• outside the refund, unless the law says otherwise: discounts, promotional pricing, one-off onboarding or implementation charges, professional services, taxes on the consumed period, and third-party costs already spent;
• an annual plan bought via a reseller, marketplace, or payment intermediary may pass through that third party’s own refund procedure as well.

How the amount is worked out

An approved annual refund starts from what you paid for the plan, subtracts the value of the consumed part of the term, and leaves discounts out of the refundable value unless the law directs otherwise. Credits and refunds already issued against the same annual period come off the total too.

Enterprise and custom contracts

Bought the Services under a master services agreement, an individually negotiated enterprise agreement, a reseller contract, or an order form? Wherever that written document and this policy diverge on refunds, credits, cancellation, or termination, the written document controls.

How refunds are paid out

An approved refund normally travels back along the original payment method, in the currency of the original bill, where that is reasonably achievable. Where it is not, a sensible alternative route or a currency equivalent at the exchange rate on the refund date may be used instead.

Costs added on the way — bank charges, card-network fees, currency-conversion effects, intermediary commissions, and similar deductions by your payment provider or bank — are outside our responsibility.

What never comes back

• charges for periods already consumed, save where mandatory law insists;
• onboarding, implementation, training, consulting, professional services, and other one-off service charges, absent an express written promise to the contrary;
• payments for third-party products or services bought apart from us or through marketplaces, resellers, or integrations;
• regulatory charges, duties, and taxes we cannot claw back from the authority that collected them;
• sums caught up in chargebacks, fraud checks, sanctions-screening questions, or other payment disputes, for as long as the matter stays open.

Fair use of this policy

A request can be declined where we reasonably see it as abusive, fraudulent, repetitive, out of step with this policy, or tied to a breach of the Terms & Conditions. And unless the law or our express written approval says otherwise, one goodwill refund per account is the ceiling for any set of substantially similar circumstances.

Chargebacks and payment disputes

Thinking of opening a chargeback or dispute with your bank or payment provider? Talk to us first — give us the chance to review the matter. A chargeback raised in bad faith, or against this policy, can cost you access to the Services through suspension or termination, and our reasonable costs may be recovered so far as the law permits.

Updates to this policy

This Refund Policy can be revised over time. Each new version goes up on the Website and governs purchases made after its stated effective date — unless mandatory law points another way.