Refund Policy

1. General principle

careos platform is sold on an annual (or otherwise agreed) subscription basis under an order form. Subscription fees are payable in advance for the committed term and, once the Service has been made available, are generally non-refundable. The applicable order form and the Terms of Service govern commercial terms, and in the event of conflict the order form prevails over this policy.

2. Pilots and trials

Where ITLOX offers a time-limited pilot or trial of careos platform, the commercial and refund terms will be set out in the pilot agreement or order form. Unless otherwise stated in writing, pilot fees are non-refundable once the pilot tenant has been provisioned, because infrastructure and support costs are incurred at provisioning.

3. Pro-rata refund on termination for cause

If the Customer terminates the order form for cause based on a material and uncured breach by ITLOX, in accordance with the Terms of Service, ITLOX will refund any prepaid fees covering the period after the effective date of termination, on a pro-rata basis. The refund is calculated from the day following the effective termination date to the end of the then-current prepaid period.

4. No refund for customer-caused termination

Fees are non-refundable where the order form is terminated or the Service suspended due to:

• A material breach of the Terms of Service or AUP by the Customer;
• Non-payment of fees that are not disputed in good faith;
• Customer convenience, where the order form does not grant a termination-for-convenience right;
• Insolvency of the Customer.

5. Service credits versus refunds

Where the Service Level Agreement specifies service credits for uptime shortfalls, those credits are the sole and exclusive financial remedy for such shortfalls. Service credits are applied against future invoices and are not paid as cash refunds, except where the order form has been validly terminated and the Customer is in good standing.

6. Consumer rights

careos platform is sold business-to-business and is not intended for consumers. Where, exceptionally, a consumer enters into a contract for careos platform and statutory consumer cancellation rights apply (for example, under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013), those statutory rights are not affected by this policy. Where a consumer requests that the Service be made available before the end of the cancellation period, they may be charged for use up to the date of cancellation.

7. Professional services and training

Professional services (such as implementation, integration, data migration and training) are typically billed against a statement of work. Refund terms for professional services are defined in the statement of work. Where no specific terms are stated, delivered hours and accepted milestones are non-refundable; undelivered hours may be refunded on termination for cause by the Customer.

8. How to request a refund

Refund requests should be submitted in writing to billing@careosp.com with a copy to the ITLOX relationship contact on the order form. The request should include:

• Customer name and tenant identifier;
• The order form or statement of work in question;
• The invoice number(s) and amount(s) being disputed or claimed;
• The basis for the refund request and any supporting documentation.

9. Processing time

ITLOX will acknowledge a refund request within five business days and aim to reach a decision within 20 business days. Approved refunds will be processed via the original payment method, or by bank transfer where the original method is unavailable, within 30 days of approval.

10. Disputes

Disputes about refunds are handled in accordance with the dispute resolution provisions of the Terms of Service. The parties shall first attempt good-faith negotiation before escalating to mediation or litigation.

11. Changes

ITLOX may update this policy from time to time. The effective date at the top of the page indicates the current version. Material changes affecting existing Customers will be communicated at least 30 days in advance.

12. Contact

Billing: billing@careosp.com
Legal: legal@careosp.com
General: hello@careosp.com