REFUND POLICY
This Refund Policy ("Policy") explains when BACI LLC ("BACI") will issue refunds, credits or billing corrections for paid Services. It is designed for BACI's business-oriented subscription, usage, enterprise and configured-service model.
Cancellation and refund are separate concepts. Cancellation controls whether a subscription renews or continues into a future Service period. A refund returns money already paid. Cancellation does not itself create a refund right.
This Policy does not limit any refund, withdrawal, cancellation or other monetary right that cannot lawfully be excluded under Applicable Law.
1. SCOPE
This Policy applies to Fees paid directly to BACI for subscriptions, usage-based Services, Capacity, add-ons and other paid Services unless an Order, Statement of Work, Enterprise Customer Agreement / Master Services Agreement or other higher-precedence agreement expressly provides different refund rights.
Purchases billed by a third-party marketplace, reseller or payment platform may be subject to that provider's refund process and rules.
2. RELATIONSHIP TO THE BACI LEGAL FRAMEWORK
This Policy forms part of the BACI Legal Framework and should be read with the Terms of Service, Billing Policy, Cancellation Policy, applicable Order, Statement of Work, Enterprise Customer Agreement / Master Services Agreement and Service Level Agreement.
The Agreement's order of precedence applies. A Service Level Agreement credit is governed by the SLA and is not automatically a cash refund.
3. DEFINITIONS
“Credit” means an amount applied against eligible BACI Fees rather than returned as money.
“Refund” means repayment of an amount previously paid to BACI.
“Unused Prepaid Fees” means prepaid Fees attributable to a future period after an effective termination or other event for which the Agreement expressly provides repayment.
Other capitalised terms have the meanings given in the Terms or Billing Policy.
4. GENERAL REFUND RULE
Except where this Policy, an applicable Order, the Agreement or mandatory law expressly provides otherwise, Fees properly charged for a Service period, committed term, usage, Capacity, add-on or completed service are non-refundable.
BACI does not promise a general “change of mind” refund for business subscriptions.
This rule does not prevent BACI from correcting billing errors, refunding duplicate or unauthorised charges for which BACI is responsible, issuing contractual refunds, or exercising reasonable discretion in an exceptional case.
5. CANCELLATION DOES NOT AUTOMATICALLY CREATE A REFUND
Cancelling a subscription ordinarily stops future renewal in accordance with the Cancellation Policy.
If Customer cancels after a paid Service period has begun, Customer ordinarily retains access for the remainder of that paid period and the current-period Fee is not refunded unless the Agreement, this Policy or Applicable Law provides otherwise.
Turning off recurring billing is not a request to reverse a charge already properly incurred.
6. MONTHLY SUBSCRIPTIONS
Monthly subscription Fees are ordinarily non-refundable once the applicable monthly Service period begins.
Customer may cancel future renewal in accordance with the Cancellation Policy.
BACI may provide a refund where a billing error, duplicate charge, qualifying service failure, BACI termination obligation, mandatory law or other express contractual right applies.
7. ANNUAL SUBSCRIPTIONS
Annual subscriptions are commitments for the annual term, even where BACI permits payment in instalments.
Unless an Order or mandatory law provides otherwise, Customer's decision to cancel during an annual term does not create a right to a prorated refund of the remaining term.
Where Customer validly terminates for BACI's uncured material breach under the Agreement and the Agreement provides a remedy, BACI will refund applicable Unused Prepaid Fees for the terminated affected Services.
8. ANNUAL SUBSCRIPTIONS PAID MONTHLY
If BACI permits an annual commitment to be paid monthly, monthly collection does not convert the commitment into a month-to-month subscription unless the Order expressly says so.
Customer remains responsible for the annual commitment as stated in the Order, subject to termination rights and mandatory law.
A cancellation of renewal does not eliminate instalments already contractually committed for the current annual term.
9. ENTERPRISE AGREEMENTS
Enterprise refund rights are governed primarily by the applicable MSA, Order, SOW and negotiated amendments.
Where an enterprise agreement provides a refund of prepaid unused Fees following termination for cause, BACI will calculate the refund according to that agreement.
This Policy does not expand a negotiated enterprise refund remedy beyond the executed contract.
10. USAGE-BASED FEES
Usage Charges for consumption already incurred are non-refundable except for demonstrated billing or metering error, unauthorised activity allocated to BACI under the Agreement, or another express contractual or legal right.
Termination or cancellation does not erase valid Usage Charges incurred before the effective end of access.
Unused future usage that was not purchased as a prepaid commitment is not a refundable asset.
11. PREPAID USAGE OR COMMITMENTS
Where Customer purchases prepaid usage, credits or a committed consumption amount, refundability is determined by the applicable Order or programme terms.
Unless expressly stated otherwise, unused prepaid consumption does not convert to cash merely because Customer used less than expected.
Where the Agreement expressly requires repayment of unused prepaid amounts after qualifying termination, BACI will apply that contractual remedy.
12. CAPACITY
Unused Capacity does not create a refund or cash credit unless the applicable Order expressly states otherwise.
Capacity represents the right to use defined resources during the applicable Service period, not a promise that Customer will consume every included unit.
A Customer's decision to configure fewer markets, competitors, workspaces, users or other resources than permitted does not create a refund.
13. UPGRADES
Where an upgrade produces an immediate prorated charge, the upgrade confirmation governs the amount.
If an upgrade is reversed because of a demonstrated BACI billing error or because BACI cannot provide the purchased upgraded entitlement, BACI may correct the charge through refund, credit or other appropriate billing adjustment.
Voluntary use of an upgraded plan does not create a refund merely because Customer later decides a lower plan was sufficient.
14. DOWNGRADES
A downgrade ordinarily takes effect at the next renewal as described in the Billing and Cancellation Policies.
A downgrade does not ordinarily produce a refund for the current paid period.
Where BACI expressly permits an immediate downgrade with a credit or refund, the confirmation presented for that transaction controls.
15. ADD-ONS
Fees for add-ons are refundable only where the applicable add-on terms, Agreement, this Policy or mandatory law provides a refund right.
Removing an add-on ordinarily stops future renewal but does not reverse the current-period charge.
16. PROFESSIONAL SERVICES
Fees for professional, implementation, advisory, configuration or technical services are governed by the applicable SOW or Order.
Fees attributable to work already performed, committed resources or non-cancellable third-party costs are ordinarily non-refundable.
If BACI terminates a professional-services engagement in circumstances requiring repayment under the applicable agreement, BACI will provide the agreed refund or credit.
17. CUSTOM OR CONFIGURED WORK
Fees for custom configuration, enterprise setup, integrations, bespoke work or other Customer-specific deliverables may be non-refundable once work has commenced or resources have been committed, as specified in the applicable Order or SOW.
BACI will not retain payment for undelivered work where the governing agreement or mandatory law requires repayment.
18. BILLING ERRORS
If BACI charges an amount inconsistent with the applicable Order, checkout confirmation or disclosed pricing basis, BACI will investigate and correct a demonstrated billing error.
Correction may take the form of a refund, reversal, account credit or invoice adjustment depending on the transaction and payment status.
Customer should report suspected billing errors promptly to billing@bacihq.com.
19. DUPLICATE CHARGES
Where BACI or its payment process causes the same obligation to be charged more than once, BACI will refund or reverse the duplicate amount after reasonable verification.
Separate legitimate subscriptions, Orders, organisations, usage events or add-ons are not duplicate charges merely because the amounts are similar.
20. UNRECOGNISED OR UNAUTHORISED CHARGES
Customer should promptly report an unrecognised charge and provide information reasonably necessary for BACI to investigate.
Responsibility depends on the cause, including account compromise, Customer credential management, Authorised User activity, payment-provider conduct and BACI-controlled failures.
BACI will refund amounts where the Agreement or Applicable Law allocates the unauthorised charge to BACI. BACI is not required to refund properly authorised activity merely because Customer did not expect an Authorised User to incur it.
21. FRAUDULENT TRANSACTIONS
BACI may delay a refund while reasonably investigating suspected fraud, account takeover, sanctions evasion, payment abuse or chargeback manipulation.
BACI may require identity, account or payment verification where lawful and proportionate.
Nothing in this Section permits BACI to withhold a refund that Applicable Law requires BACI to issue.
22. FAILED OR PARTIAL SERVICE DELIVERY
If BACI materially fails to provide a paid Service that Customer purchased and the Agreement provides a refund remedy, BACI will apply that remedy.
A temporary impairment does not automatically create a cash refund where the SLA establishes service credits as the exclusive remedy for the applicable availability failure.
Customer-specific configuration, connectivity or third-party failures outside BACI's responsibility do not create a refund unless the Agreement provides otherwise.
23. TERMINATION BY CUSTOMER FOR BACI BREACH
Where Customer validly terminates affected Services for BACI's uncured material breach in accordance with the Agreement, Customer is entitled to the refund expressly provided by the Agreement, which may include prepaid unused Fees attributable to the period after effective termination.
Customer must follow applicable notice and cure procedures unless the Agreement or law permits immediate termination.
24. TERMINATION BY BACI WITHOUT CUSTOMER BREACH
If BACI terminates a prepaid Service for convenience where the Agreement permits BACI to do so, and Customer has not breached the Agreement, BACI will provide any prorated refund or credit required by the Agreement for the unused prepaid portion of the terminated Service.
No refund is required for usage already consumed or services already performed.
25. TERMINATION FOR CUSTOMER BREACH
Where BACI terminates or suspends Service because of Customer's material breach, prohibited use, fraud, non-payment or other contractual cause, Fees are non-refundable except to the extent the Agreement or mandatory law expressly requires otherwise.
Termination does not eliminate accrued payment obligations.
26. SERVICE DISCONTINUATION
If BACI permanently discontinues a paid Service before the end of Customer's prepaid term and does not provide a materially equivalent replacement where permitted by the Agreement, BACI will provide the remedy required by the applicable Agreement, which may include a prorated refund of unused prepaid Fees.
This Section does not apply to ordinary feature evolution that does not amount to contractual discontinuation of the purchased Service.
27. SLA CREDITS
Service Level Agreement credits are governed by the applicable SLA.
A service credit is not a cash refund unless the SLA expressly states otherwise.
Customer may not receive both a duplicative SLA credit and cash refund for the same loss where the Agreement makes the SLA credit the exclusive remedy.
28. PROMOTIONAL CREDITS
Promotional, affiliate, goodwill, trial or other non-cash credits ordinarily have no cash value and are non-refundable.
If a paid transaction used both cash and promotional credit, any approved refund may be allocated between the original paid amount and restored credit according to the promotion terms and applicable law.
29. ACCOUNT CREDITS
An account credit is not automatically redeemable for cash.
Where BACI issues a credit as the agreed remedy, the credit may be applied against eligible future Fees according to its terms.
BACI may issue a cash refund instead where required by law or expressly agreed.
30. FREE TRIALS
No refund is due for a free trial because no subscription Fee was paid for the trial itself.
If a trial lawfully converts to a paid subscription, refund eligibility for the paid charge is governed by the conversion terms, this Policy and mandatory law.
Where BACI did not obtain valid authorisation for an automatic paid conversion required by law, BACI will provide the remedy required by law.
31. PROMOTIONAL PRICING
A Customer who purchased at a promotional or discounted price is refunded, where eligible, based on the amount actually paid rather than the undiscounted list price.
Expiry of a promotion does not create a refund right.
32. PRICE CHANGES
A prospective price change does not create a refund for a Service period purchased at the previously agreed price.
If BACI improperly applies a new price retroactively to a completed period, BACI will correct the billing error.
Customer's rights concerning renewal after a price change are governed by the Agreement and Cancellation Policy.
33. TAXES
Where BACI refunds a taxable transaction, BACI will refund, credit or adjust Taxes to the extent required and permitted by applicable tax law.
Certain taxes or governmental charges may not be refundable by BACI if BACI is legally unable to recover or reverse them.
Customer remains responsible for taxes independently imposed on Customer.
34. CURRENCY CONVERSION
Refunds are ordinarily issued in the transaction currency.
BACI is not responsible for differences caused by exchange-rate movements, bank conversion rates or foreign-transaction fees imposed by Customer's financial institution.
The amount received by Customer after conversion may therefore differ from the amount originally debited in Customer's local currency.
35. PAYMENT-PROVIDER FEES
BACI will not deduct payment-processing fees from an otherwise required refund unless the Agreement or Applicable Law permits that treatment.
Third-party banks or payment providers may independently impose fees that BACI does not control.
BACI is not responsible for a recipient bank's incoming-payment or currency-conversion charges.
36. REFUND METHOD
Approved refunds are ordinarily returned to the original payment method.
BACI may use another lawful method where the original method is unavailable, expired, closed, technically incapable of receiving the refund or where law or payment-provider rules require another method.
BACI may require reasonable verification before changing the refund destination to reduce fraud risk.
37. REFUND PROCESSING TIME
BACI will initiate an approved refund within a reasonable period after approval.
The time for funds to appear after BACI initiates the refund depends on the payment method, banking system and payment provider and may be outside BACI's control.
BACI will not promise a specific bank-posting time unless BACI can operationally support that commitment.
38. REFUND REQUESTS
Where a refund is not automatically generated, Customer may request review by contacting billing@bacihq.com.
The request should identify the Customer account, relevant charge, transaction or invoice date, amount and reason for the request.
BACI may request information reasonably necessary to verify eligibility.
39. REQUEST REVIEW
BACI will assess refund requests against the Agreement, this Policy, transaction records, usage, billing records, Service status and Applicable Law.
BACI may approve, partially approve or deny a request according to the applicable entitlement.
A discretionary refund does not establish that BACI was legally or contractually required to issue it.
40. DISCRETIONARY GOODWILL REFUNDS
BACI may issue a refund or credit as a commercial accommodation even where Customer has no contractual refund right.
A goodwill refund does not amend this Policy, waive future enforcement or create an entitlement to the same treatment for another Customer or transaction.
BACI may impose reasonable conditions on a discretionary accommodation.
41. PARTIAL REFUNDS
Where only part of a charge is refundable, BACI may issue a partial refund calculated according to the applicable contract, unused period, affected Service, billing correction or legal requirement.
Partial refund calculations do not include usage already consumed or services already delivered unless the governing entitlement requires otherwise.
42. PRORATION
Proration is used only where the applicable Agreement, transaction flow, BACI-approved adjustment or Applicable Law provides for it.
BACI does not promise universal daily proration for all subscriptions.
Where proration applies, BACI may calculate it using the applicable billing period, effective date and amount actually paid.
43. REFUNDS AFTER RENEWAL
A renewal charge is not automatically refundable merely because Customer intended to cancel but did not complete cancellation before the applicable renewal point.
BACI will honour any refund right expressly stated in the applicable offer, Order, Cancellation Policy or mandatory law.
Where no such right exists, Customer may turn off future renewal and retain access for the paid term.
44. ACCIDENTAL PURCHASES
For business Services, an accidental purchase does not automatically create a refund right if the purchase was validly authorised.
BACI may consider a prompt, unused accidental-purchase request as a discretionary accommodation, subject to fraud controls, usage, provisioning, committed costs and Applicable Law.
This Section does not limit mandatory consumer rights where they apply.
45. UNUSED SERVICES
Failure to log in, configure, use or fully consume a purchased Service does not itself create a refund right.
BACI makes contracted access and Capacity available; Customer is responsible for deciding whether and how to use it.
This rule does not apply where BACI failed to make the purchased Service materially available and a refund remedy applies.
46. CUSTOMER DELAY
A delay caused by Customer's failure to provide required information, access, approvals, configuration, credentials or cooperation does not ordinarily create a refund right.
Professional-service Orders or SOWs may separately address delays and rescheduling.
47. THIRD-PARTY INTEGRATIONS
Failure or discontinuation of a Customer-selected third-party integration does not automatically create a refund for BACI Services.
Where BACI expressly sells a specific integration as a material contracted component and BACI fails to provide it, remedies are determined by the applicable Order and Agreement.
48. THIRD-PARTY MARKETPLACE PURCHASES
If Customer purchases BACI through Apple, Google, a cloud marketplace, reseller or another third-party merchant of record, Customer may need to request the refund from that provider.
BACI cannot guarantee or override a third party's refund process where the third party controls the transaction.
BACI will provide reasonable transaction information where appropriate and lawful to support resolution.
49. RESELLER PURCHASES
Where an authorised reseller invoices and collects payment from Customer, the reseller may be responsible for issuing any refund due to Customer under the reseller transaction.
BACI's obligations to the reseller are governed by the applicable partner agreement.
A reseller may not promise a BACI-funded refund beyond its authority.
50. MOBILE APPLICATION PURCHASES
Refunds for purchases processed by an application marketplace are governed by the applicable marketplace rules to the extent the marketplace controls payment and refund administration.
Installing or deleting a BACI mobile application does not itself cancel a subscription or create a refund.
51. CHARGEBACKS
Customer should use BACI's refund and billing-dispute processes before initiating a chargeback where reasonably practicable.
A chargeback is not a substitute for a contractual refund entitlement.
BACI may contest a chargeback it reasonably believes is invalid and may provide relevant records to the payment provider as permitted by law.
52. DUPLICATE RECOVERY
Customer may not obtain duplicate recovery for the same charge through a BACI refund, chargeback, payment-provider credit, SLA credit or other remedy.
If Customer receives duplicate reimbursement, BACI may reverse or recover the duplicative amount to the extent permitted by law.
53. OUTSTANDING BALANCES
BACI may apply an approved account credit against undisputed past-due amounts where the Agreement and Applicable Law permit.
A cash refund that BACI is legally required to issue will not be withheld merely to create leverage over an unrelated disputed amount where such withholding is prohibited.
Customer remains responsible for legitimate outstanding balances.
54. FRAUD, ABUSE AND POLICY VIOLATIONS
BACI may deny a discretionary refund where Customer engaged in fraud, abusive refund activity, deliberate policy circumvention or material misuse.
This does not eliminate a mandatory refund right or a refund expressly owed under the Agreement.
55. SANCTIONS AND LEGAL RESTRICTIONS
BACI may delay or restrict payment of a refund where sanctions, anti-money-laundering rules, court orders, payment restrictions or other Applicable Law prohibit or condition the transaction.
BACI may request information necessary to complete legally required screening.
56. DECEASED, DISSOLVED OR SUCCESSOR ACCOUNTS
Where a Customer entity has dissolved, reorganised or transferred rights, or an authorised account holder is no longer able to receive a refund, BACI may require evidence of lawful authority before redirecting funds.
BACI will not knowingly pay a refund to an unauthorised claimant.
57. CONSUMER AND STATUTORY RIGHTS
BACI's Services are primarily business and professional Services, but mandatory consumer law may apply in some circumstances.
Nothing in this Policy excludes statutory cooling-off, withdrawal, cancellation, prorated-refund, unfair-contract, automatic-renewal or other rights that cannot lawfully be waived.
Where local law grants a stronger right than this Policy, the mandatory local right controls.
58. REGIONAL DIFFERENCES
Refund rights can vary by country because of mandatory local law, payment regulation or marketplace requirements.
BACI may publish regional schedules identifying additional rights or processes.
A regional schedule applies only to transactions within its stated scope.
59. NO AUTOMATIC REFUND FOR SERVICE SUSPENSION
A temporary suspension for Customer breach, security risk, non-payment, prohibited use or lawful compliance does not automatically create a refund.
Where suspension results from BACI's breach or continues in circumstances creating a contractual remedy, the Agreement governs that remedy.
60. DATA DELETION AND REFUNDS
A refund does not itself require immediate deletion of all Customer Data.
Data return, retention and deletion are governed by the DPA, Data Retention & Deletion Policy, Agreement and Applicable Law.
Likewise, deletion of Customer Data does not itself create a refund right.
61. AUTONOMOUS AND AI USAGE
Fees generated by AI or Autonomous functionality within Customer's properly configured Authority Boundaries are not refundable merely because Customer later disagrees with the business result.
Where billable Autonomous activity occurred outside Authority Boundaries because of BACI-controlled failure, refund or other responsibility is determined under the AI & Autonomous Systems Terms and Agreement.
AI errors may also trigger other contractual remedies where applicable; refund eligibility depends on the governing remedy rather than the fact that AI was used.
62. REFUND RECORDS
BACI may retain refund requests, decisions, payment records, evidence and related communications for accounting, fraud prevention, tax, dispute and legal purposes.
Retention is governed by the Data Retention & Deletion Policy and Applicable Law.
63. TAX DOCUMENTS AND CREDIT NOTES
Where required, BACI may issue a credit note, revised invoice or other tax document in connection with a refund.
Customer must reasonably cooperate with tax-document requirements applicable to the transaction.
64. REFUND ERRORS
If BACI mistakenly refunds more than Customer is entitled to receive, BACI may recover the excess or offset it against amounts payable where permitted by law.
If BACI refunds less than the approved amount because of BACI error, BACI will correct the shortfall.
65. NO WAIVER
BACI's decision to issue a refund, credit or accommodation in one instance does not waive BACI's rights or require the same result in another instance.
A pattern of discretionary accommodations does not amend this Policy unless BACI formally updates the Policy or executes an applicable agreement.
66. CHANGES TO THIS POLICY
BACI may update this Policy prospectively to reflect changes in Services, billing models, payment systems, law or commercial operations.
A change will not retroactively eliminate a refund right that had already accrued under the Agreement or mandatory law.
Each version will identify its effective and last-updated dates.
67. INTERPRETATION
This Policy distinguishes refunds from cancellations, credits, billing corrections, SLA remedies and chargebacks.
“Non-refundable” means no contractual refund is due solely from the stated event; it does not override mandatory law or an express higher-precedence contractual remedy.
Where the Agreement expressly grants a refund, BACI will not use this lower-precedence Policy to take that refund away.
68. CONTACT
Refund and billing enquiries may be directed to:
BACI Billing BACI LLC billing@bacihq.com
Privacy matters: privacy@bacihq.com
Security matters: security@bacihq.com
ANNEX I — REFUND DECISION FRAMEWORK
A refund review may consider:
1. the applicable Order and subscription term; 2. whether the charge was properly authorised; 3. whether the charge was duplicated or erroneous; 4. whether the Service period has begun; 5. whether usage has been consumed; 6. whether professional or custom work has been performed; 7. whether Customer validly terminated for BACI breach; 8. whether BACI discontinued the affected Service; 9. whether an SLA provides the applicable remedy; 10. whether a third-party marketplace controls the transaction; 11. whether Customer has already received a chargeback or credit; 12. whether fraud or abuse is reasonably suspected; and 13. any mandatory statutory right.
The governing Agreement and Applicable Law determine entitlement.
ANNEX II — REFUND / CREDIT / CANCELLATION DISTINCTION
REFUND — returns money already paid.
ACCOUNT CREDIT — applies value against eligible future BACI Fees.
BILLING CORRECTION — fixes an inaccurate charge or invoice and may result in a refund, reversal or credit.
SLA CREDIT — contractual service-level remedy governed by the SLA.
CANCELLATION — stops renewal or ends Service according to the Cancellation Policy; it does not itself return money.
TERMINATION FOR CAUSE — may create a refund of unused prepaid Fees where the Agreement expressly provides that remedy.
CHARGEBACK — payment-provider dispute mechanism; it is not a BACI contractual refund process.
ANNEX III — TYPICAL REFUND TREATMENT
MONTHLY SUBSCRIPTION CANCELLED MID-PERIOD — ordinarily no refund; access continues according to Cancellation Policy.
ANNUAL SUBSCRIPTION CANCELLED FOR CONVENIENCE — ordinarily no prorated refund; commitment remains subject to the Agreement.
VALID TERMINATION FOR BACI'S UNCURED MATERIAL BREACH — refund as expressly provided by Agreement, potentially including unused prepaid Fees.
DUPLICATE BACI CHARGE — duplicate amount refunded or reversed after verification.
DEMONSTRATED BILLING ERROR — corrected through refund, reversal, credit or invoice adjustment.
CONSUMED USAGE — ordinarily non-refundable.
UNUSED CAPACITY — ordinarily non-refundable.
SLA FAILURE — SLA remedy applies; cash refund only if SLA or Agreement provides it.
MARKETPLACE PURCHASE — marketplace refund process may control.
MANDATORY STATUTORY RIGHT — statutory remedy controls.
ANNEX IV — ENTERPRISE TERMINATION REFUND CALCULATION
Where an executed enterprise agreement requires refund of unused prepaid Fees following qualifying termination, BACI may calculate the amount by:
1. identifying the prepaid Fee attributable to the affected terminated Service; 2. excluding Fees for Services already performed, usage already consumed and non-refundable committed items where the agreement permits; 3. identifying the effective termination date; 4. determining the unused prepaid portion after that date under the contract's billing basis; 5. applying any expressly agreed credits or adjustments; and 6. issuing the resulting amount using the applicable refund or credit mechanism.
This Annex does not independently create a termination refund right. The governing enterprise agreement must first provide the entitlement.
BACI REFUND POLICY — VERSION 1.0 Effective 10 September 2026
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