Refund Policy
This policy explains cancellation, refunds, renewals, add-ons, usage purchases, chargebacks, and statutory consumer rights for SierraTec Survey.
1. Scope
This Refund Policy applies to eligible self-service SierraTec Survey subscriptions, renewals, add-ons, usage purchases, and related charges unless an Enterprise order form or other written agreement provides different terms.
2. Free Plan
The Free plan has no recurring subscription fee. Charges for separately purchased services or add-ons, if any, remain subject to this Policy.
3. New Paid Subscriptions
SierraTec may offer a commercial 14-day money-back guarantee for eligible new self-service paid subscriptions. Eligibility, exclusions, and the applicable refund amount may depend on account usage, consumed add-ons, professional services, and applicable law.
4. Monthly Subscriptions
Canceling a monthly subscription generally stops the next renewal. Access ordinarily continues through the end of the already-paid monthly term, and unused days are not normally prorated unless required by law or expressly stated otherwise.
5. Annual Subscriptions
Canceling an annual subscription generally stops the next annual renewal. Access ordinarily continues through the end of the already-paid annual term. Annual charges are not normally prorated after the applicable refund period unless required by law or contract.
6. Automatic Renewals
Unless otherwise disclosed, eligible paid subscriptions renew automatically until canceled. SierraTec will disclose material recurring-payment terms before purchase and obtain the authorization required by applicable law.
SierraTec may review a refund request submitted promptly after an automatic renewal, including a request made within 7 days where there has been minimal or no post-renewal use. Approval under this commercial policy is not guaranteed unless required by applicable law.
State, federal, EU, UK, or other consumer laws may provide additional renewal, cancellation, reminder, or refund rights. Those mandatory rights control where they apply.
7. Student Research
The Student Research plan follows the generally applicable refund rules unless a student-specific offer states otherwise. If payment is taken before required verification and the applicant cannot be verified before activation, SierraTec should refund the applicable subscription payment.
8. Enterprise and Custom Agreements
Enterprise subscriptions, statements of work, professional services, and custom commitments are governed by the applicable signed agreement.
9. Free Trials
If a free or discounted trial converts to a paid subscription, the conversion price, timing, renewal terms, and cancellation method should be disclosed before payment authorization. Refund rights after conversion are governed by this Policy and applicable law.
10. Additional Response Capacity
Used additional response capacity is generally non-refundable. Unused separately purchased capacity may be eligible for a refund within 14 days where SierraTec offers that option and applicable terms do not state otherwise.
11. AI Usage
AI functionality may be included within subscription limits. If SierraTec separately sells additional AI usage, consumed usage is generally non-refundable. SierraTec does not require a virtual currency called “AI credits” unless such a program is expressly introduced.
12. SMS and Communication Services
If SierraTec offers paid SMS or communication services, message charges that have been sent, queued, or consumed are generally non-refundable. Any unused separately purchased package is refundable only where the applicable purchase terms or law provide that right.
13. Storage and Member Add-Ons
Separately purchased storage or workspace-member capacity may be canceled to prevent future renewal. Capacity generally remains available through the paid add-on term. Consumed or provisioned usage is generally non-refundable except where law requires otherwise.
14. Professional Services
Implementation, migration, consulting, training, custom development, or other professional services may be non-refundable once performed or once committed resources cannot reasonably be recovered, subject to the applicable statement of work and law.
15. Duplicate or Incorrect Charges
Verified duplicate or incorrect charges will be corrected. Contact SierraTec with the transaction date, amount, account email, and other reasonably necessary information.
17. Service Outages
A service interruption does not automatically create a refund right. SierraTec may provide a credit or other remedy where required by an SLA, written agreement, applicable law, or SierraTec’s discretion.
18. Material Feature Changes
If SierraTec materially removes a paid feature during an active term and the change is not otherwise permitted by the applicable agreement, SierraTec may provide an appropriate remedy where required by law or contract.
19. Suspension and Termination
Refund treatment following suspension or termination depends on the reason, applicable law, and the governing agreement. Termination for material fraud, abuse, or violation of law does not ordinarily create a refund right for consumed service.
20. Downgrades
A downgrade generally takes effect at the next renewal unless SierraTec states otherwise. SierraTec does not normally issue a prorated refund solely because a Customer voluntarily chooses a lower-priced plan during an already-paid term.
21. Promotions and Discounts
Promotional or discounted subscriptions are refunded based on the amount actually paid, not the undiscounted list price. Promotional terms may include additional eligibility restrictions where clearly disclosed.
22. USD and Foreign Exchange
All SierraTec Survey charges and approved refunds are generally denominated in USD. A bank or payment provider may apply exchange rates, foreign-transaction fees, or conversion fees. SierraTec does not control those charges, and the local-currency value of a refund may differ from the original local-currency charge.
23. Taxes
Where SierraTec refunds a taxable charge, associated taxes will be handled as required by applicable tax law and payment-system capabilities.
24. Refund Method and Timing
Approved refunds are generally sent to the original payment method. Processing time may vary by payment processor, bank, card network, and jurisdiction.
25. Account Credits
If SierraTec offers an account credit instead of a cash refund, the amount, validity, restrictions, and expiration will be disclosed. A Customer does not have to accept a credit instead of a refund where applicable law requires a monetary refund.
26. Chargebacks
Customers are encouraged to contact SierraTec first so billing concerns can be investigated promptly, but nothing in this Policy limits a lawful right to dispute a charge with a bank or payment provider. SierraTec may provide relevant transaction, authorization, cancellation, and usage evidence in response to a dispute.
27. EU and UK Consumers
Eligible consumers may have statutory cancellation, withdrawal, cooling-off, or refund rights that exceed this commercial Policy. Nothing in this Policy limits rights that cannot legally be waived.
28. How to Request a Refund
Send the request to info@sierratecsecure.com or use another billing-support method SierraTec publishes. Include the account email, transaction date, amount, reason for the request, and any supporting information reasonably necessary to investigate.
29. Review and Decision
SierraTec may review account history, subscription status, usage, renewal timing, add-on consumption, prior refunds, and other relevant information. Decisions will be made consistently with this Policy, applicable agreements, and law.
30. Changes
SierraTec may update this Refund Policy prospectively. Changes do not reduce accrued statutory rights or contractual rights that cannot lawfully be changed retroactively.
31. Contact
Billing and refund questions may be sent to info@sierratecsecure.com.