Refund Policy

Effective Date: 10 November 2024

At Archiater Studio, our goal is to offer high-quality, reliable System-as-a-Service (“SaaS”) solutions to our clients. We encourage all potential clients to utilise our free trial period to evaluate our services fully before committing to a subscription. This Refund Policy outlines the strict terms and conditions governing refunds, which are only available under limited circumstances.

1. General Terms for Refunds

Eligibility: Refunds are only applicable in extraordinary cases where the client can clearly demonstrate that Archiater Studio has failed to meet the service-level terms specified in the contract, even after full compliance with any resolution procedures outlined below.

Documentation: All refund requests must be accompanied by detailed documentation showing the specific issue and evidence of attempts to resolve it through our support channels.

2. Free Trial Period

To ensure our clients can make an informed decision, we offer a free trial period for all SaaS products. This trial allows potential users to assess the service quality, functionality, and compatibility with their needs. As such, refunds will not be granted on grounds of dissatisfaction or unmet expectations after the trial period has concluded.

3. Non-Refundable Subscription Fees

Since Archiater Studio’s services are subscription-based and provided in real-time, all subscription fees are strictly non-refundable once the subscription has commenced. Exceptions to this rule are extremely limited, as outlined below in “Non-Refundable Items” and “Exception Cases.”

4. Non-Refundable Items

The following situations and services are deemed non-refundable without exception:

SaaS Products: As these are offered on a subscription basis, clients are expected to complete their assessment during the free trial. Refunds will not be granted based on service preferences, individual expectations, or other subjective reasons.
Custom Configurations and Add-Ons: Any customisation, integration, or added functionality provided beyond the base SaaS model is fully non-refundable once delivered or configured.
Account Misuse or Non-Compliance: Refunds are strictly prohibited if the service has been misused or if terms outlined in our Terms of Use have been breached.

5. Exception Cases for Refund Consideration

While refunds are typically non-applicable, certain conditions must be fulfilled to qualify for a review of refund eligibility. Even in these cases, refunds are provided solely at Archiater Studio’s discretion:

Technical Malfunction or Service Unavailability: If the service is continuously unavailable due to proven technical malfunctions on our end for more than [insert threshold, e.g., 30 days], a partial refund may be considered.
Failure to Provide Essential Service: If a core, contracted service feature is entirely unavailable (and not only limited or delayed) and the issue has been confirmed by our support team with no available solution, a prorated refund may be granted.

Important Note: Refund eligibility in these exception cases is contingent upon the client’s compliance with all troubleshooting steps and resolution processes offered by our support team.

6. Requesting a Refund

To request a refund under the conditions listed above, please contact us at billings@archiaterstudio.com and provide:

A detailed description of the issue and why it meets the outlined conditions for a refund.
Documentation of all support tickets, communication with our team, and steps taken to resolve the issue.
Proof of purchase, including the original transaction ID and account information.

Evaluation Process: Archiater Studio will review the request within 15 business days and notify the client of our decision. All decisions regarding refunds are final and made at the sole discretion of Archiater Studio.

7. Amendments to This Refund Policy

Archiater Studio reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website or otherwise notifying clients.