Refund Policy

This policy applies to:

SaaS subscriptions;

software products;

digital services;

custom software development;

consulting;

integrations; and

other professional technology services.

Cancellation prevents the subscription from renewing for another billing period.

Unless otherwise stated for a particular product, customers will continue to have access to the Service until the end of the billing period already paid for.

Customers may cancel through the relevant account or subscription management interface where available, or by contacting:

operations@terracodedev.com

Customers are encouraged to cancel before the next billing date to avoid renewal.

However, Terracode may provide a full or partial refund where:

a duplicate payment was processed;

an incorrect amount was charged;

payment was taken after a valid cancellation that should already have taken effect;

Terracode is unable to provide the purchased Service because of a failure attributable to Terracode;

a significant technical failure prevents reasonable use of the paid Service and Terracode is unable to remedy the issue within a reasonable period;

the transaction was unauthorised and confirmed as such following investigation; or

a refund is otherwise required by applicable law.

A change of mind after substantial access to or use of a digital Service will not normally qualify for a refund unless required by applicable law.

Requests relating to billing errors, duplicate payments or subscription issues should preferably be submitted within 14 calendar days of the relevant transaction.

This period does not restrict any rights that cannot legally be limited.

Unless a project agreement states otherwise:

Payments for completed work

Payments relating to work already completed, accepted or substantially performed are non-refundable.

Advance payments

Where an advance payment covers work that has not yet commenced, Terracode may refund the unused portion after deducting:

work already performed;

committed resources;

non-refundable third-party expenses; and

reasonable costs already incurred for the project.

Milestone payments

Once a milestone has been completed or accepted, payment relating to that milestone is generally non-refundable.

Where a project is cancelled before a milestone is completed, Terracode will determine the amount payable based on work completed up to the cancellation date and the relevant project agreement.

Any different arrangement stated in a quotation, proposal or contract will take precedence.

Terracode may attempt to:

repair the issue;

restore the Service;

provide a replacement service;

extend the subscription period;

provide account credit; or

issue an appropriate refund.

The remedy will depend on the circumstances and applicable law.

operations@terracodedev.com

Please provide:

your name;

company name where applicable;

account email address;

transaction or invoice reference;

payment date;

amount paid; and

reason for requesting the refund.

Terracode may request additional information where reasonably required to verify the transaction.

We aim to provide an initial response within 5 business days after receiving sufficient information to evaluate the request.

Refunds will generally be returned to the original payment method used for the transaction.

The actual time required for funds to appear in the customer’s account may depend on the customer’s bank, card issuer or payment service provider and may therefore take additional time.

Any such deduction will be communicated where applicable.

Nothing in this section limits a customer’s lawful right to dispute an unauthorised or improper transaction.

No refund will ordinarily be provided where termination results from:

material violation of applicable terms;

unlawful activity;

fraud;

abuse of the Service; or

non-payment.

Phone: +94112838640

Support Email: operations@terracodedev.com