Refund Policy

1. Scope

1.1 This Policy applies only to Subscription fees paid by the Customer to the Provider. A Subscription purchases access to the Service for a Term. It is not a payment for, or deposit against, any delivery or other service.

1.2 This Policy does not apply to any sum passing between the Customer and its Drivers, its customers or any Recipient. The Provider is not a party to those arrangements, does not collect or hold money on the Customer's behalf, and cannot issue, authorise or process a refund of any such sum.

1.3 Except as expressly provided in this Policy, all fees are non-refundable and non-cancellable once paid.

2. Monthly Subscriptions

2.1 Fees for a monthly Subscription are not refundable, in whole or in part.

2.2 The Customer may cancel at any time from within the Account. Cancellation prevents the next renewal and does not refund the current Term. Access continues until the end of the Term already paid for.

2.3 No partial Term is pro-rated, and neither non-use nor limited use of the Service during a Term constitutes grounds for a refund.

3. Annual Subscriptions

3.1 Where the Customer purchases an annual Subscription for the first time, it may request a full refund within fourteen (14) days of the payment date shown on the invoice. On a valid request, the Provider shall refund the full amount paid and close the Subscription with immediate effect.

3.2 The right in clause 3.1 is available once per Customer, including any affiliate or successor of the Customer, and does not apply to any renewal of an annual Subscription or to any annual Subscription purchased after a previous annual Subscription.

3.3 After the period in clause 3.1 has expired, fees for an annual Subscription are not refundable, in whole or pro-rata.

4. Billing errors

4.1 Clauses 2 and 3 do not apply to a billing error. The Provider shall refund in full any amount charged:

• (a) more than once for the same Term;
• (b) for a Term commencing after the effective date of a cancellation;
• (c) in an amount differing from the published fee for the plan and billing interval selected; or
• (d) in respect of an Account the Customer did not create or authorise.

4.2 A billing error must be reported in writing within sixty (60) days of the charge. The Provider may require reasonable evidence before issuing a refund under this clause.

5. Termination by the Provider

5.1 Where the Provider suspends or terminates the Account for breach of the Agreement, for non-payment, or for any reason set out in clause 17.2 of the Terms, no refund is payable.

5.2 Where the Provider terminates for convenience, or withdraws the Service or the Customer's plan so that a paid Term ends early, the Provider shall refund the unused portion of that Term pro-rata.

5.3 Where the Customer terminates under clause 7.3 of the Data Processing Agreement following a valid objection to a new Sub-processor, the Provider shall refund the unused portion of any prepaid Term pro-rata.

6. Procedure

6.1 A request under this Policy shall be made by electronic mail to support@ayzendispatch.com from the address registered to the Account, identifying the charge concerned. No reason is required for a request under clause 3.1.

6.2 The Provider shall respond within one (1) business day. An approved refund is returned only to the original payment method and ordinarily appears within five (5) to ten (10) business days, subject to the practices of the issuing institution. Refunds cannot be issued by any other method or to any other account.

7. Currency and taxes

7.1 Fees are charged and refunded in Canadian dollars in the amount charged. Where the Customer's institution converted the payment, the amount credited may differ from the amount debited as a result of exchange rate movement or institutional charges. Any such difference is not recoverable from the Provider.

7.2 Taxes charged on a refunded amount are refunded with it.

8. Chargebacks

8.1 The Customer shall contact the Provider and allow a reasonable opportunity to resolve any disputed charge before initiating a chargeback or payment reversal.

8.2 The Provider may suspend the Account while a chargeback remains open. Where a chargeback is resolved in the Provider's favour, the Customer shall reimburse any fee charged to the Provider in connection with it. A chargeback initiated in respect of a charge that is valid under this Policy constitutes a breach of the Agreement.

9. Effect on Customer Data

9.1 A refund closes the Subscription but does not of itself delete Customer Data. Retention, export and deletion are governed by clause 17.4 of the Terms, the Data Processing Agreement and the Privacy Policy.

9.2 The Customer is responsible for exporting any Customer Data it wishes to retain before its access ends. Data deleted in accordance with those documents cannot be recovered.

10. Amendment

10.1 The version of this Policy applicable to a payment is the version published at the time the payment was made. An amendment does not apply to any Term already paid for.

10.2 References to the "Provider" are to the contracting entity identified in clause 23 of the Terms of Service.