Refund & Cancellation Policy

Refund & Cancellation Policy

04/15/2024 2026-02-19 5:50

Last Updated: February 2, 2026

1.1 Subscription Billing

CybroERP is a software-as-a-service (SaaS) provided on a subscription basis (Monthly or Annually). All fees are billed in advance and are non-refundable once the billing cycle has commenced.

1.2 No-Refund Policy

Except as required by law or as explicitly stated in a signed Service Level Agreement, CybroERP does not offer cash refunds for:

  • Partial months of service.

  • Unused user seats/licenses.

  • Upgrade/Downgrade price differences mid-cycle.

  • Change of mind after the 7-day “Trial Period” (if applicable).

1.3 Cancellation Procedure

Users may cancel their subscription at any time via the Billing Dashboard. To avoid being charged for the next billing cycle, cancellation must be processed at least seven (7) days before the renewal date. Access to the ERP will remain active until the end of the current paid period.

1.4 Setup & Customization Fees

Any one-time fees paid for implementation, data migration, or custom module development are strictly non-refundable once the work has commenced.

2. Service Level Agreement (SLA)

Focus: Defining “Uptime” and technical support for business-critical ERP functions.

Last Updated: February 2, 2026

2.1 Service Commitment

CybroERP aims to provide a Monthly Uptime Percentage of at least 99.9%. This excludes “Scheduled Maintenance,” which is typically performed during low-traffic hours (UTC 22:00 – 02:00) with a 24-hour advance notice to Administrators.

2.2 Support Response Times

We categorize technical issues into three priority levels: 

Critical – System down, total loss of access. – 2 to 4 Hours

High – Major module failure (e.g., Payroll/Invoicing broken). – 6 to 12 Hours

Normal – General queries, UI bugs, or feature requests. – 24 to 48 Hours

Patches & Updates – As per the development roadmap

2.3 Data Backups & Disaster Recovery

  • Frequency: Automated backups are performed every 24 hours via JetBackup. Multi-Cloud, Multi Location backups.

  • Retention: We maintain a rolling 30-day backup history.

  • Security: Backups are stored in off-site, encrypted cloud storage (S3-compatible) to ensure recovery even in the event of a primary data center failure.

2.4 Customer Obligations

To maintain the SLA, the Customer must:

  • Ensure users do not share login credentials.

  • Maintain a stable internet connection for web-portal access.

  • Report outages via the official Support Ticket Portal or admin@cybroerp.com

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