Refund & Cancellation Policy
This policy explains how refunds and cancellations are handled across our software subscriptions, custom development engagements and hardware orders.
1. Software subscriptions
Subscriptions to our SaaS products (ZapNexa, Vexron, ClinicLynk, Classvia and Assetz) may be cancelled at any time from your account or by writing to support@cybsinnovations.com. Cancellation stops future renewals; access continues until the end of the billing period already paid for.
Where a subscription has been charged and no material use has been made of the service, a pro-rata refund may be issued at our discretion. Implementation, migration, configuration and training fees are not refundable once that work has begun.
2. Custom development & consultancy
Custom software, integration and consultancy engagements are governed by the signed proposal or statement of work for that project, which takes precedence over this page. Where a project is cancelled part way through, fees are payable for the work completed and accepted up to the cancellation date, together with any third-party costs already committed on your behalf.
Advance payments and milestone deposits are applied against work delivered and are not refundable once that milestone has started.
3. Data acquisition hardware
Hardware may be returned in unused, resalable condition in its original packaging within the period stated on your invoice. Return shipping is the buyer's responsibility unless the item is faulty or was supplied in error.
Items that are faulty on arrival, or that fail within the manufacturer's warranty period, will be repaired or replaced. Custom-configured or specially imported items may not be returnable — this will be confirmed in writing before your order is placed.
4. How to request a refund
Write to info@cybsinnovations.com with your invoice number, the product or project concerned, and the reason for the request. We aim to acknowledge requests within three working days. Approved refunds are returned to the original payment method.
5. Contact
Questions about this policy can be sent to info@cybsinnovations.com or raised through our contact page. See also our Terms & Conditions and Privacy Policy.