Refund & Cancellation Policy

The specific cancellation arrangement for a service will be shown or agreed in the relevant checkout, Order, proposal, Statement of Work, service agreement or other written confirmation.

1. Cancelling a service

Cancellation requests must be made in writing by emailing [email protected], using the Contact Us form on the SoftExponent website, or using another written contact route we have provided for the relevant service.

A request to cancel does not necessarily mean that a service ends immediately.

The effective cancellation date depends on the minimum term, notice period, renewal arrangement and other cancellation terms agreed for the relevant service.

Unless the applicable Order states a different notice period, cancellation or termination for convenience after any applicable minimum term requires at least 30 days' written notice.

You may give notice before a minimum term expires so that cancellation takes effect at the earliest date permitted by your agreement.

2. Services with a minimum term

Where a service has a stated minimum contractual term, you are committing to that minimum term.

If payments are collected monthly during the minimum term, monthly billing is only the payment frequency.

If you ask to end a service for convenience before its minimum term expires, cancelling or ceasing to use the service does not remove your obligation to pay charges properly due for that minimum term unless SoftExponent agrees otherwise in writing, the applicable Order gives you another right, or the law requires a different outcome.

You may give notice during the minimum term for cancellation to take effect on the earliest date permitted by your agreement.

A minimum term does not necessarily mean that a service ends automatically at the end of that period. The service may continue or renew afterwards where this was disclosed or agreed.

3. Annual and recurring services

Services billed annually may be charged in advance.

Annual billing is a payment arrangement and does not by itself create a right to a full or pro-rata refund after the service has started.

Recurring services continue or renew in accordance with the arrangement disclosed or agreed for that service.

A valid cancellation takes effect on the date permitted by that arrangement.

Cancelling a card, Direct Debit, recurring payment authority or other payment method does not itself cancel the underlying contract or remove amounts properly due.

4. Projects and one-off work

If you cancel a project or other one-off engagement after work has started, you must pay for work reasonably completed up to the effective cancellation date and for non-cancellable third-party costs properly committed for your engagement.

Where work is priced by milestone, phase or fixed project fee, the applicable Order may set out how charges are calculated following cancellation.

Where you have paid in advance, any remaining amount that is not required for completed work, committed costs or other amounts properly due will be refunded where appropriate.

Specific cancellation arrangements expressly agreed in a proposal, Statement of Work or other Order take precedence.

5. Refunds

A full or partial refund may be appropriate where:

• SoftExponent cannot accept an Order after taking payment;
• an incorrect or duplicate payment has been taken;
• the applicable Order expressly gives you a refund right;
• SoftExponent agrees a refund or credit as a commercial resolution;
• SoftExponent materially fails to provide an agreed service and does not remedy that failure within a reasonable opportunity to do so;
• prepaid fees relate to services SoftExponent will no longer provide following termination by SoftExponent for reasons not caused by your breach; or
• a refund is required by law.

Fees relating to services already properly provided are not normally refundable.

Third-party software, licences, cloud services, hosting, domains, hardware, telecommunications or other externally supplied items may be non-refundable once ordered, activated or committed where those costs cannot reasonably be recovered.

Where SoftExponent terminates a service for reasons not caused by your breach, we will account fairly for prepaid charges relating to services that will no longer be provided.

Where a refund is due, we may first deduct amounts that are properly outstanding under the same agreement where legally permitted.

Approved refunds will normally be initiated by SoftExponent within 5 business days and returned using the original payment method where possible. The time taken for funds to appear may depend on the bank or payment provider.

6. Failed payments and stopping payment

Stopping payment does not cancel a contract.

If a payment fails or is reversed while an amount remains properly due, we may ask you to make payment using another method.

Material non-payment may result in suspension or termination of the affected service in accordance with the applicable agreement.

Suspension or termination because of non-payment does not automatically remove amounts already due or payment obligations that continue under an agreed minimum term.

7. Ending a service and offboarding

When a service ends, we will take reasonable steps to complete any standard offboarding included within the agreed service.

Where you request additional transition work, migration assistance, documentation, data export, third-party coordination or other work outside the agreed scope, we may charge separately for that assistance where agreed with you.

Any customer data held by SoftExponent following termination will be handled in accordance with the applicable agreement, our data-protection obligations and any relevant Data Processing Terms.

8. Statutory rights

SoftExponent's paid services are primarily supplied to businesses and organisations acting for business purposes.

Nothing in this policy excludes or limits any statutory or other legal right that cannot lawfully be excluded.

Where a checkout, Order, proposal, Statement of Work, service agreement or other expressly agreed document provides different cancellation or refund terms, those specific terms take precedence for that service.