Refund Policy

1. Scope

This Policy applies to Fiveops licences purchased through the Merchant of Record, Polar Software Inc..

The eligibility of a refund request is assessed by the Company; approved refunds are executed by the Merchant of Record.

2. No Subscription, Nothing to Cancel

Fiveops licences are sold as a one-time payment. As there is no automatically renewing subscription, there is also nothing to cancel.

The licence simply expires at the end of the period purchased and no further amount is charged to the card.

3. Refund on an Unactivated Licence

Where the licence key has not yet been entered in the panel, a refund may be requested without stating a reason within fourteen (14) days of the purchase date.

Where the request is approved, the full amount is refunded to the payment method used and the key is invalidated.

4. No Refund on an Activated Licence

Entering the licence key in the panel constitutes delivery of the digital content and the start of performance.

The Subscriber consents at checkout to performance beginning immediately and accepts that, from the moment the key is activated, the right of withdrawal can no longer be exercised. Activated licences are therefore not refundable.

No refund is made in the following cases either:

• Accounts closed on grounds of breach of the Terms of Service or the Licence Agreement.
• Cases in which the licence key has been shared, used on more than one server, or the licence validation mechanism has been disabled.
• Problems arising on the Subscriber's server from factors other than Fiveops, such as the framework, the hosting provider or a third-party script.

This article does not remove the exception set out in the following article, nor any statutory rights in respect of defective performance.

5. Exception: A Defect We Cannot Fix

Where the Software does not work because of a defect attributable to Fiveops and that defect cannot be resolved within a reasonable period, a refund proportionate to the remaining period is made even if the licence has been activated.

This does not cover defects arising from the Subscriber's server, framework, hosting provider or third-party scripts.

6. Technical Support Before a Refund Request

Problems encountered during installation, configuration or operation can in most cases be resolved through technical support.

Before submitting a refund request, contacting support@fiveops.app or opening a support ticket in the panel is recommended. Where the problem cannot be resolved, the right to a refund remains reserved.

7. Submission and Resolution of Refund Requests

Refund requests are to be directed to support@fiveops.app. Quoting the order number issued by the Merchant of Record expedites the process.

Requests are concluded within three (3) business days at the latest. Approved refunds are processed by the Merchant of Record; depending on the practices of the relevant bank, the amount may take five to ten business days to reach the account.

8. Billing Errors and Unauthorised Transactions

Where a duplicate charge, an incorrect invoice or an unauthorised transaction is identified, the matter must be reported immediately to support@fiveops.app.

Requests of this nature are assessed separately, without regard to the time limits set out in this Policy, and amounts collected without entitlement are refunded.

9. Chargebacks

Where a chargeback process is initiated without a prior refund request, the account is suspended until that process is concluded.

Accordingly, it is recommended that support@fiveops.app be contacted before a chargeback is filed.

10. Early Access Period

The provisions of this Policy also apply to licences purchased within the early access programme.

The early access price holds for the licence period purchased; a new licence is charged at the price in force on the day it is bought.