Refund Policy

1. Scope and General Information

This Refund and Return Policy applies to all SaaS license packages and Connect modules offered by Visiontech Co F.Z.C through the CoCrm.ai platform. By using our platform, you agree to this policy.

Setup fees are one-time charges and are non-refundable under any circumstances. These fees cover the following services:

• Technical infrastructure setup and configuration
• Data migration and integration processes
• Customization and development work
• Onboarding training and documentation preparation
• Third-party API integrations

The following rules apply to monthly subscription fees:

• Fees for months that have been activated and actively used are non-refundable.
• Contract termination must be communicated in writing 30 days in advance.
• No charges will be applied for full months starting after the notice date.
• For annual prepaid plans, partial refunds for remaining unused full months may be considered.
• For plans benefiting from the annual 10% discount, partial refund calculations are based on the monthly list price.
• Refund requests are processed within 30 days at most.

CoCrm.ai applies the following credit policy in case of a breach of the committed uptime SLA:

• 99% SLA (Professional): If monthly downtime exceeds 1%, account credit equal to 10x the excess hours is granted.
• 99.5% SLA (Enterprise): If monthly downtime exceeds 0.5%, account credit equal to 15x the excess hours is granted.
• Credits are applied as a discount on the next billing period, not as cash refunds.
• Planned maintenance periods (announced in advance) are not included in SLA calculations.
• Third-party service outages (AWS, Cloudflare, etc.) are outside the scope of SLA.

Refund or credit requests will not be accepted in the following circumstances:

• When an account is suspended or closed due to violation of the Terms of Service
• In cases of customer-caused technical issues, misconfiguration, or user error
• During outages caused by third-party integrations (payment providers, gaming platforms, etc.)
• In force majeure situations (natural disasters, war, cyberattacks, etc.)
• Due to dissatisfaction with platform features or changes in business needs
• When an active license continues while the module is not in use

To submit a refund or credit request, follow these steps:

1. Send an email to [email protected] with the subject "Refund Request".
2. In your email, include: company name, contract number, request type (refund/credit), and reason.
3. For SLA breach requests, attach evidence documents from monitoring dashboards.
4. Your request will be reviewed within 5 business days and you will receive a written response.
5. Approved refunds will be processed to the original payment method within 14 business days.

For questions about the refund policy, please contact us: