Refund Policy

We value transparency and customer satisfaction. Please read our Refund Policy carefully to understand the conditions under which refunds may be requested and processed.

1. Overview

SANS PLATFORM is committed to delivering high-quality cloud-based software and professional services with consistency, reliability, and measurable value. This Refund Policy is designed to be fair, transparent, and practical, helping customers understand when refund requests may be considered and how such requests are evaluated.

2. Subscription Services

  • Subscription fees are billed in advance according to the billing cycle selected at checkout.
  • Access to the platform begins immediately after successful payment confirmation.
  • Users are responsible for selecting the subscription plan that best fits their business and usage requirements.

3. Free Trial

  • If a free trial is offered, users are encouraged to evaluate the platform and confirm suitability before making a purchase.
  • No payment is required during the trial period unless otherwise explicitly stated in the offer terms.

4. Refund Eligibility

Refund requests may be considered in specific circumstances where billing or platform access has been materially impacted. Eligible scenarios may include:

  • Duplicate payments made for the same subscription period.
  • Incorrect billing caused by technical issues within SANS PLATFORM systems.
  • Failed account activation directly caused by SANS PLATFORM after successful payment.
  • Other exceptional cases, reviewed individually based on available evidence and service records.

5. Non-Refundable Items

Except where required by applicable law, the following are generally non-refundable once access has been granted or services have been initiated:

  • Partially used billing periods for monthly or annual subscriptions.
  • Plan downgrades requested after a billing cycle has already started.
  • Professional services, setup support, onboarding, or consulting work already delivered.
  • Charges resulting from customer-side misconfiguration, usage errors, or missed cancellation deadlines.

6. Cancellation Policy

  • You may cancel your subscription at any time from your account billing settings or by contacting support.
  • Cancellations take effect at the end of the active billing period unless otherwise agreed in writing.
  • After cancellation, your account may move to a restricted mode with limited access to features and historical data retention according to your plan terms.

7. How to Request a Refund

To request a refund, contact our billing team with complete account and transaction details so we can review your case quickly and accurately.

  • Send your request to billing@sansplatform.com.
  • Include your registered email, invoice ID, transaction date, and a concise explanation of the issue.
  • Where relevant, include screenshots or error logs to support technical billing claims.

8. Review & Approval Timeline

  • Refund requests are usually reviewed within 5–10 business days from the date all required information is received.
  • If additional verification is required, we will contact you by email with the next steps and expected timeline.
  • Approval or rejection outcomes are communicated with a clear explanation and, where applicable, account-level remediation options.

9. Refund Processing

Approved refunds are issued to the original payment method whenever possible. Processing times after approval vary by payment provider and banking network, typically ranging from 5 to 15 business days.

10. Chargebacks & Disputes

We encourage customers to contact SANS PLATFORM first before initiating a payment dispute with their card issuer or financial institution. Opening a chargeback without prior contact may delay resolution and can result in temporary account restrictions while the investigation is in progress.

11. Changes to This Policy

SANS PLATFORM may update this Refund Policy periodically to reflect legal, operational, or product changes. Any updates become effective upon publication on this page, unless a later effective date is stated.

12. Contact Information

For refund inquiries, billing clarifications, or policy interpretation, please contact:

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