Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy ("Policy") governs the cancellation of Suppliq Subscriptions and the issuance of refunds. It forms part of, and should be read together with, our Terms of Service. Capitalized terms used but not defined here have the meanings assigned in the Terms of Service.

2. Automatic Renewal and Cancellation

Subscriptions renew automatically until cancelled. Section 4 of our Terms of Service sets out the amount, interval, and the advance notice we give before each renewal.

2.1 Turning off automatic renewal

You can turn off automatic renewal at any time, yourself, from Settings → Billing inside the Service. No email, phone call, or explanation is required.

• Turn it off before your renewal date and you will not be charged again.
• Your Subscription stays active for the remainder of the period you have already paid for.
• At the end of that period your Account reverts to the Free tier, with access restricted to Free-tier features and limits.
• We will email you confirmation of the cancellation within seven (7) days.

If you prefer, you can also cancel by emailing billing@suppliq.app from the address on your account.

2.2 Moving to a lower plan instead

If you want to keep using Suppliq on a cheaper tier rather than stop entirely, schedule a downgrade from Settings → Billing. It takes effect at the end of your current billing period at no additional charge, and you keep your current plan until then.

2.3 What happens to your data

Your Customer Data is preserved while your Account remains active, including on the Free tier. See Section 5 for retention after Account closure.

3. Refund Eligibility

Suppliq is a subscription-based digital service. Refund eligibility is as follows:

3.1 First-Time Paid Subscribers (7-Day Money-Back Guarantee)

If you are a first-time paid subscriber and you are not satisfied with the Service, you may request a full refund of your initial Subscription fee within seven (7) calendar days of the original payment date. To qualify, (a) this must be your first paid Subscription with Suppliq, (b) the request must reach us within the seven-day window, and (c) the Account must not have been suspended or terminated for breach of the Terms of Service.

3.2 Annual Plans

For annual Subscriptions cancelled after the seven-day window but within the first thirty (30) days of the term, we will refund the unused portion on a prorated basis, less a processing fee equal to one (1) month of the equivalent monthly plan. After thirty (30) days, annual Subscriptions are non-refundable; you retain access to paid features until the end of the annual term.

This applies equally to a term that began with an automatic renewal, measured from the date of the renewal charge — subject to Section 3.5.

3.3 Monthly Plans

Monthly Subscriptions are non-refundable after the seven-day first-time subscriber window described in Section 3.1. Cancellation takes effect at the end of the current monthly period, and no partial-month refunds are issued.

Where a monthly Subscription renewed automatically, Section 3.5 may apply.

3.4 Non-Refundable Items

The following are non-refundable:

• Fees for Accounts terminated or suspended for breach of the Terms of Service;
• Fees for add-on services, extra branches, or one-time charges that have already been activated;
• Fees covering Subscription periods in which the Service was materially used (for example, sales processed, inventory managed, or payroll generated).

3.5 Renewals You Did Not Intend

We would rather refund an unwanted renewal than argue about it. If your Subscription renewed automatically and you did not intend to continue, contact billing@suppliq.app within fourteen (14) days of the charge. Provided the Service has not been materially used in the new period, we will cancel the renewal and refund it in full.

"Materially used" means the kind of activity the Subscription exists for — processing sales, generating payroll, importing inventory. Simply logging in does not count against you.

This is in addition to your rights under Sections 3.1 to 3.3, not a substitute for them.

4. Requesting a Refund

To request a refund, email billing@suppliq.app from the email address associated with your Account. Please include:

• Your registered Account email;
• The date and amount of the payment;
• The reason for the refund request.

Eligible refunds are approved and processed within ten (10) business days and returned via the original payment method. Once processed, the time to appear in your account depends on your provider:

• Credit and debit card — typically five (5) to fifteen (15) business days for the refund to appear on your statement, depending on your card issuer.
• GCash and Maya — typically within five (5) business days.
• Bank transfer — typically within seven (7) business days.

These downstream timings are set by the payment provider and are outside our control. We can confirm the date we released the refund.

5. Account Closure and Data Retention

Cancelling a Subscription does not delete anything. When a paid Subscription ends, your Account reverts to the Free tier and its limits apply, but your Customer Data is preserved and you can continue to access and export it.

Deleting your Account is a separate, deliberate action available from the Service's account deletion settings. It is immediate and permanent:

• Your data is removed from our production systems straight away. There is no grace period and we cannot recover it for you — not the next day, and not on request.
• Residual copies held in encrypted infrastructure backups are purged within thirty (30) days.
• We may retain anonymized or aggregated data, and records required for legal, tax, accounting, or regulatory compliance.

Export your data before deleting an Account, particularly records you are required to retain for BIR purposes. Once deletion is confirmed it cannot be undone. Further details are in our Privacy Policy and Data Processing Agreement.

6. Plan Changes (Upgrades and Downgrades)

Upgrades: When you upgrade to a higher-tier plan during an active billing period, you pay only the prorated difference between the two plans for the days remaining in your current period — the amount already paid toward your current plan is credited. Your plan changes immediately and your renewal date does not change.

Downgrades: You may schedule a downgrade at any time from Settings → Billing; it takes effect at the end of your current billing period at no additional charge, and you keep your current plan until then. No prorated refund is issued for the unused portion of the higher plan.

7. Service Interruptions and Credits

We do not guarantee uninterrupted availability of the Service. In the event of a material service outage attributable solely to Suppliq and lasting more than twenty-four (24) continuous hours within a single billing period, paid customers may request a service credit, calculated on a prorated basis against the affected Subscription fees. Credits are applied to future invoices and are not refundable in cash.

Outages caused by scheduled maintenance, third-party service providers, force majeure events, Customer network issues, or Customer misuse are not eligible for credits.

8. Billing Disputes and Chargebacks

If you believe a charge is incorrect, please contact us before initiating a chargeback with your bank, card issuer, or e-wallet provider. Most billing errors are resolved faster directly, and raising a chargeback can result in your Account being suspended while the provider investigates.

Our complaints process is:

1. Email billing@suppliq.app with the date, amount, and reason.
2. We acknowledge within 1 business day.
3. We aim to resolve straightforward billing matters within seven (7) business days, and will give a substantive written response within fifteen (15) business days.
4. If you are not satisfied, you may ask for the matter to be escalated to the business owner.
5. If it remains unresolved, the dispute-resolution process in Section 22 of our Terms of Service applies.

You may refer a consumer complaint to the Department of Trade and Industry at any time; nothing in this Policy limits that right.

Unwarranted or fraudulent chargebacks may result in suspension or termination of the Account and any associated Subscriptions, without refund, and we reserve the right to recover the disputed amount, associated fees, and reasonable costs through any legal means available.

9. Changes to This Policy

We may update this Policy from time to time. Material changes will be communicated through the Service or by email. The "Last Updated" date above indicates the most recent revision. Your continued use of the Service following any update constitutes acceptance of the revised Policy.

10. Service Delivery

Suppliq is a digital service. There is no physical product and nothing is shipped.

• Card, and automatic renewals — access is activated immediately on successful payment.
• GCash and Maya paid manually — payment references are verified by our team and your plan is activated within 24 hours, usually much sooner. You will receive an email confirming activation.
• Free plan and trials — access is available immediately on registration, with no payment required.

If your plan has not activated within 24 hours of payment, contact billing@suppliq.app with your payment reference and we will activate it manually.

11. Contact

For billing inquiries, refund requests, or questions about this Policy, please contact:

SUPPLIQ SOFTWARE DEVELOPMENT SERVICES
9th Floor, Sinocan Corporate Center
Aseana Business Park, Bay City
Tambo, Parañaque City 1701
Metro Manila, Philippines
Phone: +63 952 483 3994
Billing: billing@suppliq.app
General support: support@suppliq.app
Business hours: Monday to Saturday, 9:00 AM – 6:00 PM (PHT)