QUASAR IEM – REFUND POLICY

1. Purpose of This Refund Policy

This Refund Policy sets out the terms and conditions under which refunds, credits, or billing adjustments may be granted for subscriptions to Quasar IEM, a cloud-based Software-as-a-Service (SaaS) platform provided by Theta Tech Solutions (Pty) Ltd.

The policy is designed to:

• Clearly define refund eligibility
• Protect both customers and the service provider
• Ensure transparency and consistency
• Comply with applicable consumer and commercial laws

2. Nature of the Service (Important Disclosure)

Quasar IEM is provided as a digital, subscription-based SaaS product, granting customers:

• Time-bound access to proprietary software
• Cloud-hosted infrastructure and services
• Ongoing updates, maintenance, and support

No ownership of software is transferred.

Access begins immediately upon successful payment unless otherwise agreed in writing.

3. General Refund Principle

Except where explicitly stated in this policy or required by law:

All Quasar IEM subscription fees are non-refundable.

This includes, but is not limited to:

• Monthly subscription fees
• Annual subscription fees
• Partial billing periods
• Unused time remaining in a subscription term

4. Free Trial & Evaluation Period

1. Where a free trial or evaluation access is offered:
   • Customers are expected to fully assess the suitability of Quasar IEM during this period.
2. No refunds will be granted for subscriptions purchased after a free trial has expired or been converted into a paid plan.
3. Failure to cancel before the end of a trial does not constitute grounds for a refund.

5. Subscription Refund Eligibility

5.1 Monthly Subscriptions

• Monthly subscriptions are non-refundable once billed.
• Cancellation:
  • May be done at any time
  • Takes effect at the end of the current billing cycle
• No pro-rata refunds are provided for unused days.

5.2 Annual Subscriptions

• Annual subscriptions are billed upfront at a discounted rate.
• Refunds are not provided for:
  • Early termination
  • Partial use
  • Business closure or operational changes
• The customer retains access until the end of the paid annual term.

6. Exceptions Where Refunds May Be Considered

Refunds may be considered solely at the discretion of Theta Tech Solutions (Pty) Ltd under the following limited circumstances:

6.1 Duplicate or Erroneous Charges

A refund or billing correction may be issued if:

• The customer was charged more than once for the same subscription period
• An incorrect amount was charged due to a system error

6.2 Service Unavailability Due to Provider Fault

If Quasar IEM experiences:

• Extended platform-wide outages
• Critical service failure
• Failure to deliver core functionality

Directly attributable to Theta Tech Solutions, a remedy may include:

• Service credits, or
• Partial refund (pro-rated), or
• Subscription extension

This determination is made after technical investigation.

6.3 Statutory Consumer Rights

Nothing in this policy limits a customer's rights under:

• The Consumer Protection Act (CPA) of South Africa, where applicable
• Any mandatory statutory consumer protections

However, most Quasar IEM subscriptions are B2B transactions, to which certain CPA refund provisions may not apply.

7. Non-Refundable Items (Explicitly Excluded)

The following are strictly non-refundable:

• Subscription fees already paid
• Discounted annual plans
• Setup or activation fees (if applicable)
• Add-on modules once provisioned
• Additional user licenses once activated
• Data migration services
• Custom development or configurations
• Training sessions (delivered or scheduled)
• API usage, integration work, or consulting services

8. Add-Ons, Customisation & Professional Services

1. Add-on modules:
   • Non-refundable once enabled
2. Customisation & development work:
   • Governed by a separate Statement of Work (SOW)
   • Payments are non-refundable once work has commenced
3. Migration services:
   • Non-refundable due to time, effort, and resource allocation
4. Training services:
   • Refundable only if cancelled in writing at least 5 business days prior to the scheduled session

9. Currency Conversion & Refund Processing

1. Refunds, where approved, are processed:
   • In the original transaction currency, or
   • In the customer's local currency based on the original conversion rate
2. Theta Tech Solutions is not liable for:
   • Exchange rate differences
   • Bank or payment gateway fees
3. Processing time:
   • Typically 7–14 business days
   • Dependent on the payment provider and banking system

10. Account Termination & Data Retention

1. Upon cancellation or termination:
   • Access remains active until the end of the paid term
2. No refunds are issued for termination due to:
   • Breach of Terms of Service
   • Misuse of the platform
   • Non-payment
3. Data retention and deletion are governed by the Data Protection & Retention Policy.

11. Abuse of Refund Policy

Theta Tech Solutions reserves the right to:

• Deny refund requests where abuse is suspected
• Suspend or terminate accounts involved in repeated refund claims
• Take appropriate legal or contractual action if required

12. Changes to This Refund Policy

• This Refund Policy may be updated from time to time.
• Changes apply:
  • Prospectively
  • At renewal for existing customers
• Continued use of Quasar IEM constitutes acceptance of the updated policy.

13. Governing Law & Jurisdiction

This Refund Policy is governed by and interpreted in accordance with the laws of the Republic of South Africa, without limiting applicable international commercial laws.

14. Contact & Refund Requests

All refund-related requests must be submitted in writing with supporting documentation.