Refund & Cancellation Policy

1. Scope and purchase terms

This policy covers prepaid support tickets purchased from 365 Help center, an Evigur Solutions service. It applies to initial ticket pools and subsequent ticket purchases where this policy is included in the purchase terms.

The initial paid purchase is a minimum of 10 tickets. Ticket quantity, price, supported scope and any applicable validity period are confirmed in your accepted quote or order. This policy supplements the applicable Terms & Conditions and accepted order. An expressly agreed written provision that overrides this policy takes precedence, subject to applicable law.

Evigur Flex, Professional Services and Staff Augmentation are separate services governed by their own engagement agreements.

2. Cancellation of a paid purchase

Once Evigur Solutions has accepted your order and received payment, the ticket purchase is final and cannot be cancelled, except where applicable law requires otherwise or your accepted order expressly provides otherwise.

You may choose to stop using support or not buy more tickets. This does not cancel a completed purchase or create a right to a refund for the remaining balance. There is no subscription to cancel and no automatic obligation to replenish your ticket pool.

Withdrawing or closing an individual support request does not cancel the ticket purchase. Ticket consumption for that request is governed by the support terms in your accepted order.

3. Refunds and unused tickets

Paid tickets, including unused or partially used ticket pools, are non-refundable. A change of mind, reduced support demand, a change of provider or a decision to discontinue use does not qualify for a refund.

Unused tickets remain subject to the validity and usage conditions stated in your accepted order. Unused paid tickets cannot be redeemed for cash or converted into Evigur Flex hours, Professional Services or Staff Augmentation unless expressly agreed in writing.

Nothing in this policy excludes or limits a cancellation right, refund, remedy or other right that cannot lawfully be excluded. This includes any remedy required by applicable law where the agreed service is not supplied or materially fails to meet the agreed terms.

4. Two-ticket free trial

First-time customers may request 2 free support tickets, limited to one trial per organization. No purchase is required. Trial tickets cover eligible issues within the standard support scope and have no cash value.

The free trial does not automatically convert into a paid purchase or subscription. A paid ticket pool requires a separate order. Because no payment is made for trial tickets, there is no trial payment to refund.

5. Billing errors and service concerns

If you believe a charge is duplicated, incorrect or unauthorized, contact us promptly with the relevant invoice or order reference. We will investigate and correct verified billing errors, including refunding amounts incorrectly collected where appropriate. A billing correction is separate from a change-of-mind refund.

If you believe the agreed support has not been provided or has materially failed to meet the agreed terms, contact us with the relevant ticket details. We will review the concern and provide the remedy required by the accepted agreement and applicable law. The non-refund rule does not remove those obligations.

Contacting us does not waive your legal rights or replace any applicable payment-provider dispute process or deadline.

6. How to contact us

Use the 365 Help center contact page or reply to the contact shown on your quote or invoice. Include your organization name, order or invoice number, relevant ticket number, a brief explanation and supporting documents. Do not send passwords or full payment-card details.

7. Policy changes

Future purchases may be subject to an updated policy disclosed before purchase. An update does not retroactively change the agreed terms of an existing purchase without a valid agreement or legal basis.