Order, License, and Refund Policy

Scope

• This policy applies to Apprecio’s software license, implementation services, support plans, and any optional physical gift card shipments tied to the rewards catalog.
  
  

License Delivery

• Software is delivered as a source‑licensed codebase or compiled package after receipt of the agreed license fee and execution of the Master License and Services Agreement (MLSA). Access credentials and deployment artifacts are shared via secure channels.
  
  

Evaluation, Pilot, and Acceptance

• Optional pilot/evaluation terms are defined in the Order Form. Acceptance occurs on the earlier of: production go‑live, written acceptance, or ten business days after delivery if no material defects blocking deployment are reported in writing.
  
  

Refunds

• Software license fees are non‑refundable once delivery has occurred, except where:
  
  
  • Apprecio fails to deliver the licensed materials as per the Order Form.
    
    
  • A material, blocking defect reported within the evaluation/acceptance window remains unresolved after Apprecio is given reasonable time to remedy under the MLSA.
    
    
• Implementation and professional services are refundable pro‑rata only if Apprecio is unable to perform the agreed scope after reasonable cure efforts.
  
  
• Support plan fees are refundable pro‑rata if Apprecio terminates support for convenience or cannot provide contracted service levels and does not cure within a defined window.
  
  
• Any third‑party fees (e.g., gift card balances, payment rails, cloud costs) are not refundable once provisioned or redeemed.
  
  

Cancellations and Changes

• Orders may be cancelled prior to software delivery and commencement of services; any actual, non‑recoverable costs incurred (e.g., custom development, integrations) will be deducted from any refundable amounts.
  
  
• After delivery, cancellations are not permitted for the license; future support renewals are optional and may be cancelled effective the next term.
  
  

Updates, Maintenance, and Support

• The one‑time license grants perpetual use under the MLSA. Ongoing updates, security patches, and feature releases are provided via an optional annual maintenance/support plan.
  
  
• If not on a support plan, customers may purchase upgrades or incident‑based support separately.
  
  

Physical Goods (if applicable)

• For any shipped physical items (e.g., swags, cards, devices), damage/shortage must be reported within 7 days of receipt with photos/videos. Replacements or refunds are provided for verified damage in transit. Items customized/personalized are non‑returnable unless defective.
  
  

Taxes and Withholding

• All prices are exclusive of taxes. Customer is responsible for applicable GST/VAT, duties, and withholdings per jurisdiction. Proof of withholding remittance must be provided where applicable.
  
  

Delivery, Title, and Risk

• Software is delivered electronically; title to media (if any) passes on delivery, while intellectual property remains with Apprecio and its licensors as defined in the MLSA. Risk for any physical shipments passes on delivery per carrier records.
  
  

Data and Compliance

• Customer hosts the solution on its own infrastructure (on‑prem/VPC/cloud). Customer controls data residency, retention, and backups. Apprecio provides guidance and artifacts needed for SSO/LDAP, HRMS/ERP integrations, audit logging, and role‑based access.
  
  

Gift Card and Vendor Rails

• Gift card APIs and vendor rails are provided via integrated partners. Discounts, balances, and fulfillment are subject to partner terms. Once issued or redeemed, balances are non‑refundable.
  
  

Chargebacks and Payment Terms

• Invoices are due per the Order Form. Chargebacks for delivered software are not permitted; disputes must follow the notice and cure process in the MLSA.
  
  

SLA Credits (if Managed Services are purchased)

• If Apprecio provides managed hosting or managed services with an SLA, remedies are service credits as defined in the SLA and are the sole remedy for downtime/service level breaches.
  
  

Limitation of Liability

• Liability is limited as set forth in the MLSA. Indirect, incidental, or consequential damages are excluded to the maximum extent permitted by law.
  
  

How to Request a Refund or Raise an Issue

• Email: support@apprecio.in with Order details, description, logs/screenshots, and your desired resolution.
  
  
• Apprecio will acknowledge within 2 business days and aim to resolve or provide a plan within 7–10 business days for software issues; physical‑goods damage claims are typically resolved within 5–7 business days.
  
  

Shipping Policy (only if physical items are sold)

• Standard domestic dispatch: 7–14 working days; international: 15–25 working days. Delays may occur during peak periods or due to customs. Customer is responsible for customs/duties in destination countries. Shipment confirmations and tracking are provided when available.
  
  

Content and Acceptable Use (for personalized/catalog items)

• Customer is responsible for ensuring uploaded assets do not infringe third‑party rights, violate law, contain personal data without consent, or include offensive/defamatory material. Apprecio may suspend processing of content violating these terms.
  
  

Policy Hierarchy and Updates

• In case of conflict, the signed MLSA and Order Form supersede this policy. Apprecio may update this policy; material changes apply to future orders or upon support plan renewal unless otherwise agreed.