Refund policy
Refund policy [!NOTE] Summary, in plain words Refunds are at our discretion, but you're always welcome to ask. Just tell us why. If the software isn't a good fit, we'd much rather you leave happy with your money back than stay unhappy. We can't promise a refund in every case, and especially not when we revoked access because our terms were broken (for example, sharing a license key). Cancelling a subscription stops future charges. It isn't a refund by itself. 1. Our approach Sage Infrastructure Solutions Group Inc. handles refund requests in good faith. We look at each request individually. If something isn't right, tell us: often we can fix the problem, and if we can't, we'll talk about a refund. 2. How to ask Sign in and open Orders (or the subscription you paid for). Choose Request a refund next to the payment. Pick a reason and describe what happened. Someone from our team reviews every request and emails you the outcome. You can also contact us. There can be one open request per payment. 3. What we consider How long ago you bought, whether the software works as described, how much it has been used, problems our support couldn't solve, and any earlier refunds. 4. Typical outcomes Depending on the situation, we may: refund the payment in full; refund part of it, for example pro rata for the unused part of a subscription period or a prepaid term; offer something else that solves the problem, such as a different plan; or decline the request and explain why. These are examples, not guarantees: each request is decided on its own facts. When we refund a payment, the license or subscription it paid for may be revoked, shortened or cancelled to match. We'll tell you what happens to your access when we confirm the refund. 5. Taxes Any sales tax, VAT or GST you paid is refunded in proportion to the amount refunded. For invoiced payments, you'll get a credit note. 6. When access was revoked for breaking the terms If we suspended or revoked a license, subscription or account because our terms of use were broken, you should not expect a refund. Examples include: sharing, publishing, reselling or otherwise distributing a license key or account access; deliberately using more than you've licensed; giving a false organization size or personal-use confirmation; fraud, or abusing chargebacks. If you think we made a mistake, contact us and we'll take another look. 7. Chargebacks Please talk to us before disputing a payment with your bank. A dispute usually takes much longer than a request through the portal. 8. Cancelling isn't a refund Cancelling a subscription stops it from renewing. You keep access until the end of the period you've paid for, and you aren't charged again. Cancelling doesn't refund the current period by itself. If you want money back for it, request a refund as described above. 9. How long it takes Approved refunds go back to the original payment method. They usually appear within 5 to 10 business days, depending on your bank or card issuer. 10. Your legal rights Nothing in this policy limits rights you have under consumer protection law where you live. 11. Contact Questions about a refund? Contact us. Sage Infrastructure Solutions Group Inc. 205 - 2725 12 ST NE, Calgary, AB Canada, T2E 7J2