Refund Policy

1. Scope and General Information

This Refund and Return Policy applies to all SaaS license packages and Connect modules offered by VisionTech Marketing (F.Z.C) through the CoCrm.ai platform. By using our platform, you agree to this policy.

The setup fee is one-time and fixed for the package you select, independent of scale, and is non-refundable under any circumstances. It covers:

• Technical infrastructure setup and configuration
• Data migration and integration processes
• Customization and development work
• Onboarding training and documentation preparation
• Third-party API integrations

The following rules apply to monthly subscription fees:

• Fees for months that went live and were actively used are not refunded.
• The contract cannot be terminated unilaterally during the 12-month commitment; non-renewal is given by written notice at the end of the term.
• Where a contract is terminated because a material breach was not remedied within 30 days, no fees are charged for full months starting after the termination date.
• Refund requests are processed within 30 days at most.

CoCrm commits to 99.5% monthly infrastructure uptime on every package. This is a service commitment:

• Falling short of the target does not trigger an automatic invoice credit or penalty; remedies are assessed separately under the contract.
• Scheduled maintenance (announced in advance) is excluded from the measurement.
• Third-party outages (cloud provider, CDN, etc.), DDoS attacks, customer-side misconfiguration and force majeure are out of scope.

Refund or credit requests will not be accepted in the following circumstances:

• When an account is suspended or closed due to violation of the Terms of Service
• In cases of customer-caused technical issues, misconfiguration, or user error
• During outages caused by third-party integrations (payment providers, gaming platforms, etc.)
• In force majeure situations (natural disasters, war, cyberattacks, etc.)
• Due to dissatisfaction with platform features or changes in business needs
• When an active license continues while the module is not in use

To submit a refund or credit request, follow these steps:

1. Send an email to [email protected] with the subject "Refund Request".
2. In your email, include: company name, contract number, request type (refund/credit), and reason.
3. For service-commitment requests, attach evidence from the monitoring screens.
4. Your request will be reviewed within 5 business days and you will receive a written response.
5. Approved refunds will be processed to the original payment method within 14 business days.

For questions about the refund policy, please contact us: