1. Scope
This policy covers payments made to EXTKO TECH SERVICES for Smart Campus and our other software-related services, including SaaS subscriptions or licences, onboarding, configuration, implementation, customization, integrations, data migration, training, software development milestones, maintenance, hosting where agreed, and technical support.
The applicable quotation, order form, subscription, statement of work, invoice, or other written agreement may contain service-specific cancellation, acceptance, milestone, and refund terms. Those agreed commercial terms form part of this policy and will apply to the relevant order.
2. Cancellations
Subscriptions and licences
A customer may request cancellation before the next renewal date. Unless the applicable order states otherwise, cancellation takes effect at the end of the paid billing period and access continues until that date. Charges already paid for an active billing period are not prorated merely because the customer stops using the service early.
Implementation, customization, and development services
A customer may request cancellation in writing. We will stop reasonably avoidable future work after acknowledging the request. The customer remains responsible for work completed, accepted milestones, committed resources, approved third-party costs, and non-cancellable expenses incurred up to the effective cancellation date.
Before gateway authorization
The customer may leave checkout before authorizing payment. If payment is cancelled at the gateway, no successful payment should be recorded and the customer may retry after the transaction status becomes final.
3. Failed, pending, and duplicate payments
If a payment fails without a debit, no refund is required. If the account is debited but the gateway reports failure, the bank or payment provider may reverse the debit automatically. Contact us if the reversal does not appear within the bank's communicated timeline.
Do not retry a transaction marked pending until we or the gateway confirm its final status. For a verified duplicate payment against the same invoice or order, we will apply the additional amount to another outstanding invoice with the customer's agreement or refund it to the original payment method.
4. Refund eligibility
A refund may be approved when:
- a duplicate payment is confirmed for the same invoice or order;
- an incorrect amount was charged and cannot be corrected through an adjusted invoice;
- payment was received for a service that we have not started and no committed or non-cancellable cost has been incurred;
- we cancel an order or cannot provide the contracted service, subject to charges for any accepted work already delivered;
- the applicable quotation, subscription, statement of work, or service agreement expressly provides a refund right; or
- a refund is required by applicable law.
5. Non-refundable amounts
Unless the applicable agreement or law requires otherwise, refunds are not available for:
- an activated or elapsed subscription or licence period;
- completed, delivered, or accepted project milestones;
- custom development, configuration, integration, migration, training, or support already performed;
- approved third-party licences, cloud resources, domains, gateways, travel, or other committed costs;
- taxes or payment-provider charges that cannot lawfully or operationally be reversed; or
- service issues caused by customer systems, data, credentials, third-party providers, or use outside the agreed scope.
6. How to request a cancellation or refund
Email info@extko.com from an authorized customer contact and include:
- customer or organization name and contact details;
- product or service name;
- quotation, order, subscription, statement of work, or invoice number;
- transaction number, payment date, amount, and gateway or bank reference;
- reason for cancellation or refund; and
- supporting information needed to verify the request.
We may request proof of authorization or additional information before changing a subscription, stopping project work, or issuing funds.
7. Review, refund timeline, and disputes
We aim to acknowledge a complete request within 2 business days. Once a refund is approved and the transaction is verified, we aim to initiate it to the original payment method within 7 business days. The bank or payment provider may then take an additional 5–10 business days to reflect the credit.
Please contact us before raising a bank chargeback so we can trace the invoice, transaction, and service status. Fraudulent or inaccurate disputes may be contested using the accepted order, delivery, authorization, payment, and communication records.
Refund and business enquiries: info@extko.com