MSP Refund Policy.

1. Overview

This Refund Policy applies to all subscriptions under the SpoofWard MSP/Reseller Program, operated by T&C Technologies LTD (trading as SpoofWard). We are committed to providing a professional, fair, and transparent refund process for our MSP Partners.

By subscribing to any MSP Plan, you acknowledge and agree to the refund terms outlined in this policy. This policy forms part of the MSP Partner Agreement and should be read in conjunction with it.

2. 14-Day Cooling-Off Period

All new MSP Partners are entitled to a full refund within fourteen (14) calendar days of their first subscription payment, with no questions asked. This cooling-off period is designed to give you adequate time to evaluate whether the SpoofWard MSP platform meets your business needs.

To exercise this right, you must submit your refund request within the 14-day period by emailing [email protected] from the email address associated with your Partner account.

The cooling-off period applies only to the initial subscription. It does not apply to subscription renewals, plan upgrades, or additional services purchased after the initial subscription.

Upon approval of a cooling-off refund, your MSP account and all associated Client accounts will be deactivated. Any data associated with your account will be handled in accordance with our data retention policies.

3. Monthly Subscriptions

Monthly MSP Plan subscriptions may be cancelled at any time through your account settings or by contacting our support team. The following terms apply to monthly subscription cancellations:

• Upon cancellation, you will retain full access to the Platform and all MSP features for the remainder of your current billing period.
• No pro-rata refunds are issued for partial months. If you cancel mid-month, you will continue to have access until the end of the month you have already paid for.
• Auto-renewal will be disabled upon cancellation, and no further charges will be made after the current billing period ends.
• You may reactivate your subscription at any time. Reactivation will start a new billing cycle at the then-current pricing.

4. Annual Subscriptions

Annual MSP Plan subscriptions are billed in advance for a twelve-month period, typically at a discounted rate compared to monthly billing. The following refund terms apply:

• Cancellation within 90 days: If you cancel your annual subscription within the first ninety (90) days from the subscription start date, you are eligible for a pro-rata refund of the unused full months remaining on your subscription. The refund is calculated based on the number of complete, unused months remaining, minus any applicable discounts that were applied to the annual rate. Partial months are not refundable.
• Cancellation after 90 days: If you cancel your annual subscription after the first ninety (90) days, no refund will be issued. Your account will remain active and fully functional until the end of the annual billing period.
• Downgrade option: As an alternative to cancellation, you may request to downgrade your annual subscription to a monthly billing cycle. The downgrade will take effect at the end of your current annual term, and you will be billed at the standard monthly rate going forward.
• Early renewal: If you renew your annual subscription early, the new annual term begins at the end of your current term. Refund eligibility for the renewed term follows the same 90-day policy from the start of the new term.

5. Plan Upgrades

When you upgrade your MSP Plan to a higher tier, the following terms apply:

• The price difference between your current plan and the new plan is charged immediately, pro-rated for the remainder of your current billing period.
• Your upgraded features and capabilities become available immediately upon successful payment.
• Downgrade within 7 days: If you decide to downgrade within seven (7) days of an upgrade, you are entitled to a full refund of the price difference paid for the upgrade. Your account will revert to your previous plan tier and its associated features and limits.
• Downgrade after 7 days: If you downgrade more than seven (7) days after an upgrade, no refund of the price difference will be issued. The downgrade will take effect at the start of your next billing cycle, and you will continue to have access to the upgraded features until then.

6. Service Disruptions

In the event of service disruptions that affect Platform availability, the following compensation terms apply:

• Service credits for uptime SLA violations are provided in accordance with the SpoofWard MSP Service Level Agreement (SLA). Please refer to the SLA for specific credit tiers and eligibility criteria.
• Service credits are applied as a credit to your next invoice and are not issued as cash refunds.
• Credits are calculated based on the duration and severity of the service disruption as defined in the SLA.
• To claim a service credit, you must submit a request within thirty (30) days of the incident. Requests submitted after this period will not be honored.
• Service credits do not apply to disruptions caused by scheduled maintenance, Partner-caused issues, or force majeure events.

7. Non-Refundable Items

The following items and charges are non-refundable under any circumstances:

• Setup Fees: Any one-time setup fees charged for account configuration, onboarding assistance, or initial platform customization.
• Custom Development: Fees paid for custom development work, bespoke integrations, custom reporting, or any tailored development services performed at the Partner's request.
• Consumed API Calls: Charges for API calls, data processing, or other metered usage that has already been consumed. These charges reflect resources that have already been utilized and cannot be reversed.
• White-Label Setup Assistance: Fees for white-label configuration services, including custom domain setup, branded template design, and DNS configuration assistance provided by SpoofWard's team.
• Training and Consulting: Fees for training sessions, consulting services, or dedicated onboarding programs that have already been delivered.

8. How to Request a Refund

To request a refund, please follow these steps:

• Send an email to [email protected] with the subject line "MSP Refund Request."
• Include your Partner account email address, the subscription plan you are requesting a refund for, and the reason for your request.
• Our support team will acknowledge your request within two (2) business days and may ask for additional information if needed.
• Approved refunds are processed within five (5) to ten (10) business days from the date of approval.
• Refunds are issued to the original payment method used for the subscription. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.
• You will receive an email confirmation once the refund has been processed, along with a reference number for your records.

9. Chargebacks

We strongly encourage Partners to contact our support team before initiating a chargeback or payment dispute with their bank or payment provider. Filing a chargeback without first contacting SpoofWard may result in the following consequences:

• Immediate suspension of your Partner account and all associated Client accounts pending investigation.
• Inability to process a direct refund while a chargeback dispute is active with the payment processor.
• Additional fees or charges incurred as a result of the chargeback process may be passed on to the Partner.
• Repeated or fraudulent chargebacks may result in permanent termination of the Partner's account and exclusion from the MSP Program.

In most cases, contacting our support team directly will result in a faster and more favorable resolution than the chargeback process.

10. Contact