Pre-launch policy
Refund and Cancellation Policy
Draft—not yet in force. No payment is collected by the preview subscription form. Kyle must approve the refund window, implementation-fee treatment, renewal rules, and country-specific consumer requirements before live checkout.
1. Cancelling a subscription
A Customer may request cancellation before the next renewal date using the future customer portal or by contacting 12 Tribes Advisory Limited. Cancellation stops future automatic renewal. Access continues until the end of the paid term unless the Customer requests earlier deactivation or the agreement is terminated for cause.
2. Recommended first-subscription refund rule
Recommended for approval: a first-time Customer may request a refund within 14 calendar days of the initial subscription payment, provided substantial onboarding, migration, customisation, training, cloud deployment, or support has not already been delivered. Any non-refundable service or setup charge must be disclosed before payment.
3. Renewals
Recommended for approval: renewal charges are normally non-refundable once a new term begins, except where required by law, charged in error, or the Customer had submitted a timely cancellation that was not processed correctly.
4. Implementation and custom services
Implementation, data conversion, training, custom reports, integration, travel, hosting, and professional services may have separate milestones and cancellation terms. Completed work and committed third-party costs are normally non-refundable to the extent permitted by law.
5. Failed payments and disputes
Payment failures may trigger provider retries and licence notices. The Customer should contact us before initiating a chargeback so errors can be investigated. Fraudulent or abusive disputes may result in suspension, while valid consumer and payment-provider rights remain unaffected.
6. Refund method and timing
Approved refunds will normally be returned to the original payment method. Bank, card, and payment-provider processing times are outside our control. Currency conversion and external bank fees may cause the received amount to differ from the original local-currency amount.
7. Data after cancellation
After expiry and the signed offline-grace period, the customer build is designed to preserve read-only and export access to the Customer’s data. Customers remain responsible for keeping tested backups and exporting records needed for legal retention.
8. Requests
Send cancellation or refund requests to Kyleankle@12tribesadvisory.com with the customer name, licence ID, invoice or payment reference, requested action, and reason.