Refund Policy

This Refund Policy governs refund and cancellation procedures for Contractra subscription services. We are committed to transparent, fair billing practices for all customers.

1. General Refund Principles

Contractra subscription fees are generally non-refundable once a billing period has commenced. This policy reflects the nature of our enterprise SaaS Services and the immediate provisioning of platform access, storage, and support resources upon subscription activation.

2. Annual Subscription Refunds

2.1 Cancellation Within 14 Days

Customers who cancel their annual subscription within fourteen (14) calendar days of the initial subscription start date ("Free Trial Period") are eligible for a full refund of the annual fee paid, provided that:

• The account has not processed or stored more than 25 contracts
• No implementation or onboarding services have been consumed
• A written refund request is submitted to support@contractra.io within the 14-day window

2.2 Cancellation After 14 Days

Annual subscriptions cancelled after the 14-day period are not eligible for refunds. The subscription will remain active until the end of the current annual term. No partial or prorated refunds are provided for unused portions of annual terms.

2.3 Annual Renewal Refunds

If you did not intend to renew an annual subscription and were charged due to auto-renewal, you may request a full refund within 7 calendar days of the renewal charge date. Refund eligibility requires that no platform access occurred during the renewal period.

3. Monthly Subscription Refunds

Monthly subscriptions are billed in advance for each calendar month. Monthly subscription fees are non-refundable once the billing period has commenced. You may cancel at any time, and your access will continue until the end of the current billing period. No partial refunds are issued for early cancellation of monthly subscriptions.

4. Enterprise Annual Agreements

Refund terms for enterprise annual agreements (valued at $100,000 or greater) are governed by the specific terms negotiated in your Enterprise Service Agreement (ESA). If no specific refund provisions are included in the ESA, the standard annual subscription policy applies. Please review your ESA for applicable terms.

5. Implementation and Professional Services

Fees for implementation assistance, onboarding services, custom development, training, and other professional services are non-refundable once services have commenced, regardless of completion status. We will provide a written scope of services prior to commencement.

6. Billing Errors

If you believe you have been billed in error, please contact us at support@contractra.io within 60 days of the disputed charge. We will investigate promptly and issue corrective credits or refunds for confirmed billing errors. After 60 days, disputed charges may not be eligible for review.

7. Service Credits

In cases where a refund is not applicable under this policy, we may, at our discretion, offer service credits applied to future billing cycles as a goodwill gesture. Service credits have no cash value and cannot be transferred.

8. Refund Processing

Approved refunds will be processed to the original payment method within 10-14 business days. Processing time may vary depending on your financial institution. We will confirm refund approval via email.

9. Exceptions

We evaluate refund requests outside this policy on a case-by-case basis, considering factors such as:

• Extended platform outages or service unavailability exceeding our SLA commitments
• Material product changes that significantly alter core functionality relied upon at the time of purchase
• Extenuating circumstances impacting the customer's ability to use the Services

Exceptions are at the sole discretion of Contractra management.

10. How to Request a Refund

To request a refund, contact our support team with:

• Your company name and account email address
• The billing period or invoice number in question
• The reason for your refund request
• Any supporting documentation

Contact: support@contractra.io
Subject line: "Refund Request - [Company Name]"

11. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting. Continued use of Services constitutes acceptance of updated policies. We will provide advance notice of material changes to existing customers.