This Refund Policy governs the circumstances under which a customer may be eligible to receive a pro-rated refund for their Conveyor Tunneling subscription.

1. General Policy

We are committed to providing a reliable and functional service. Refunds are not provided for subscription cancellations, non-use of the service, or dissatisfaction with features or performance that meet our documented specifications.

2. Eligibility for Pro-Rated Refund

A customer is only eligible for a pro-rated refund of their pre-paid subscription fees if all of the following conditions are met:

    A Documented Technical Problem Exists: The customer must report a specific, verifiable technical issue or bug that causes a material, documented disruption to the core functionality of the service. Material disruption means the inability to use the service for its intended, primary purpose (e.g., core data processing is completely non-functional).

    Failed Resolution by Keyoti Inc.: After the issue is reported, our technical support team is given a reasonable opportunity (no less than 10 business days) to investigate and fix the problem.

    Inability to Resolve: Our team, in its sole discretion, determines that the technical problem cannot be resolved within a reasonable timeframe or without excessive effort, thereby permanently preventing the customer from using the core service.

3. Exclusions (When Refunds Will Not Be Issued)

No refunds will be granted for issues arising from:

    Customer-Side Issues: Problems originating from the customer's equipment, network, third-party software, or internet connection.

    Service Misuse: Issues resulting from the customer's improper use of the service, violation of the Terms of Service, or failure to comply with configuration requirements.

    Non-Core Features: Disruptions to beta features, integrations, non-critical functionalities, or minor bugs that do not prevent the use of the service's primary function.

    Cancellations: Simple cancellation of a subscription where the service remains operational.

4. Calculation of Pro-Rated Refund

If a customer is deemed eligible for a refund under Section 2:

    The refund amount will be calculated on a pro-rated basis for the unused portion of the current pre-paid subscription term, starting from the date we formally acknowledge the technical issue is unresolvable.

    The refund will be processed back to the original method of payment within 2 days of approval.

5. How to Request a Refund

All refund requests must be submitted to support@conveyor.cloud and must include:

    A detailed description and documentation (e.g., screenshots, error logs) of the technical problem.

    The date the issue was first reported.

    The subscription level and billing period.