Refund Policy

1. Scope and philosophy

This Refund Policy describes when Sabeemod will refund fees paid for a module subscription, and in what form. It applies to every module, extension, connector and dashboard subscription entered into by a Customer legal entity on the sabeemod.org website. The underlying philosophy is that the Customer should never pay for a module that has not delivered the value expected, and that reversibility is a core commercial commitment: no month-long contractual lock-in beyond the current monthly term, no cancellation penalty, no re-activation fee.

2. First-month inclusion

Every new module subscription includes the first calendar month without invoice, provided the Customer activates the module on an annual plan. If the Customer cancels within the first thirty (30) days, no invoice is generated and no amount is owed. First-month inclusion is per module and per legal entity: a legal entity that has already benefited from first-month inclusion on a given module and reactivates that same module after cancellation will be invoiced from the first day of reactivation.

3. Cancellation during a monthly term

A Customer may cancel any module subscription at any time, through a termination ticket in the workspace or by written notice to support@sabeemod.org. The cancellation takes effect at the end of the then-current monthly term, that is, on the last calendar day of the month during which the notice was received. No pro-rata refund is issued for the days remaining in the current month, because the module remains available in full during that period. This is consistent with Article 16(m) of Directive 2011/83/EU, which excludes digital content and services from the right of withdrawal once performance has begun with the buyer's prior consent.

4. Service level credits

Where measured monthly availability falls below the targets set in the Terms of Service (99.9% for the workspace, 99.5% for the module-to-SabeeApp connectors), the Customer is entitled to a service credit equal to five percent (5%) of the monthly fee for the affected module for each full percentage point below target, capped at fifty percent (50%) of the monthly fee. Service credits are automatically applied to the next invoice, without a formal claim being required, provided the shortfall is reflected in the availability report published on the /changelog page and provided the affected month has been fully billed.

5. Refund in case of a Sabeemod breach

Where Sabeemod is in material breach of the Terms of Service and fails to remedy that breach within thirty (30) days of a formal notice, the Customer is entitled to terminate the affected module subscription with immediate effect and to a pro-rata refund of the fees paid in advance for the current monthly term. Material breach is understood to include, without limitation, a wholesale loss of Customer data that cannot be restored from backup within seventy-two (72) hours, a security breach that materially compromises the confidentiality of Customer data and that Sabeemod fails to notify within the times set by the Data Processing Addendum, or a repeated failure to answer support tickets within the response times set by the Terms of Service.

6. Refund in case of duplicate or erroneous invoicing

Where an invoice is issued in duplicate, in an incorrect amount or to the wrong legal entity as a result of a Sabeemod error, the invoice is credited in full within five (5) business days of receipt of the Customer's notice, and any amount already paid is refunded to the account of origin using the same payment channel as the original payment. Where the Customer can demonstrate that a bank charge has been incurred because of the erroneous debit, that bank charge is reimbursed on production of the bank statement.

7. Refund method

Refunds are issued using the same payment channel as the original payment, unless the Customer specifically requests an alternative channel and provided that alternative channel is legally and operationally available. For SEPA credit transfer and SEPA direct debit, refunds are issued within five (5) business days of confirmation. For card payments, refunds are issued within seven (7) business days and typically appear on the cardholder's statement within an additional three (3) to ten (10) business days depending on the card scheme and the issuing bank.

8. Refund exclusions

Refunds are not issued in the following circumstances: (a) the Customer has cancelled the module simply because it has decided to change its operational strategy; (b) the Customer has misconfigured the module against the documented setup instructions and has not opened a support ticket to seek assistance; (c) the Customer's SabeeApp account has been cancelled, suspended or downgraded and the module has consequently stopped functioning through no fault of Sabeemod; (d) the Customer has breached the Acceptable Use Policy and Sabeemod has terminated the contract for cause; (e) the Customer is contesting an invoice that is more than sixty (60) days old and has been paid without reservation.

9. Consumer withdrawal

The Service is designed for professional use by legal entities operating hospitality businesses. When a Customer qualifies as a consumer within the meaning of Directive 2011/83/EU, the fourteen (14) day right of withdrawal applies from the day of order confirmation. However, since the Service is a digital service that begins performance immediately with the Customer's express prior consent and its acknowledgement that this begins performance and results in the loss of the right of withdrawal, the fourteen-day right of withdrawal is extinguished as soon as the module begins to synchronise with the Customer's SabeeApp account. This express prior consent is captured on the checkout page through a mandatory tick-box.

10. Handling of a refund request

A refund request must be submitted in writing, either by opening a ticket titled "Refund request" from the workspace or by writing to billing@sabeemod.org with the invoice number, the module identifier and the reason for the request. Sabeemod acknowledges receipt within one (1) business day and delivers a written decision within seven (7) business days. If the request is accepted, the refund is issued within the timeframes set in section 7 above. If the request is refused, the written decision includes the reasoning and the internal appeal procedure available to the Customer.

11. Internal appeal

A Customer who is dissatisfied with a refund decision may lodge an internal appeal to the Director of Sabeemod within thirty (30) days of the initial decision, by email to appeals@sabeemod.org, setting out the reasons for the appeal. The Director reviews the file with the Customer Success team and delivers a written second-level decision within fifteen (15) business days. This internal appeal does not prevent the Customer from seeking mediation or bringing legal proceedings, and does not extend the statutory limitation period.

12. Alternative dispute resolution

If the internal appeal does not lead to an outcome acceptable to the Customer, the parties will attempt in good faith to resolve the dispute through mediation before the Chamber of Economy of Montenegro (Privredna komora Crne Gore), Novaka Miloševa 29, 81000 Podgorica, in accordance with the mediation rules of that Chamber. Recourse to mediation does not prevent the Customer from lodging a complaint with a European consumer protection authority, from filing a chargeback with its card issuer, or from starting court proceedings.

13. Chargebacks

Sabeemod views chargebacks as a legitimate consumer protection channel and will not treat a chargeback filing as a breach of contract. However, before filing a chargeback the Customer is encouraged to open a refund request first, since a chargeback typically takes six (6) to eight (8) weeks to resolve, whereas an amicable refund is issued within days. Where a chargeback is filed for the same amount as a refund already issued by Sabeemod, the Customer undertakes to withdraw the chargeback promptly.

14. Language and law

This Refund Policy is executed in English and is governed by the laws of Montenegro, without prejudice to the mandatory consumer-protection provisions of the Customer's country of establishment. Disputes are governed by the same governing-law and jurisdiction clauses as the Terms of Service.

15. Changes to this policy

This Refund Policy may be updated to reflect changes in law or in commercial practice. Material changes are notified by email to the billing contact of each active Customer at least thirty (30) days before entry into force. Refunds and cancellations already in progress at the date of a change are processed under the policy in force at the moment the request was received.