Refund Policy

1. Software licenses

Source Licenses and Licensed Software purchases may be refunded within fourteen (14) days of purchase if the software has not been deployed, activated, or used in production. Because software is a digital product, we cannot offer refunds after delivery and activation except where the product is materially defective, where we fail to deliver what was agreed, or where applicable law requires a refund.

If you believe the software is materially defective, contact us first. We will make a reasonable effort to repair the issue. If we cannot resolve a material defect covered by your order, we may offer a replacement, a credit, or a refund at our discretion.

2. Setup and onboarding services

Setup and onboarding services can be cancelled for a full refund before work begins. Once work has begun, fees cover reserved time and completed work and are non-refundable, except for the portion of work not performed. If we cannot complete the agreed setup for reasons within our control, we will refund the unused portion or finish the work at no additional cost.

Delays caused by missing access, incomplete data, or unavailable decision-makers do not qualify for a refund, though we will work with you to reschedule.

3. Support plans

Annual Care Plans may be cancelled within thirty (30) days of purchase for a refund of the unused portion, calculated from the cancellation date. After thirty days, support plans are non-refundable but may be cancelled to prevent renewal. Support hours already used are not refundable.

4. Feature packages

Feature Packages are non-refundable once work has begun, because they reserve development time and may involve changes to shared code. If we do not deliver the agreed scope, we will complete the work or refund the undelivered portion. Scope changes requested after work begins are quoted separately.

5. How to request a refund

Email solutions@calcaware.com with your order number, the product or service, the purchase date, and the reason for the request. We may ask for additional information to verify the purchase. Approved refunds are returned to the original payment method through Stripe. Processing time depends on your bank or card issuer, typically 5–10 business days after approval.

6. Chargebacks

Please contact us before filing a chargeback so we can try to resolve the issue. If a chargeback is filed, we may suspend access or support while the dispute is investigated. We reserve the right to recover reasonable costs associated with a chargeback that is not resolved in your favor.

7. Your statutory rights

Nothing in this policy limits any non-waivable refund or cancellation right you may have under the consumer protection laws of your jurisdiction. If you are a consumer in a jurisdiction with a statutory cooling-off period, that period applies.

8. Contact

Questions about a refund? Contact Calcaware Software Solutions LLC at solutions@calcaware.com.