1. Who this policy applies to
 

This policy explains how you can cancel a ToucaTech subscription and when you get money back. It applies to all ToucaTech ERP subscriptions, implementation services, and support plans bought from ToucaTech Ltd.

• Provider: ToucaTech Ltd, a company registered in the Republic of Cyprus, registration number HE459114.

• Address: Petraki Kyprianou 20, Royal Bay Oroklini Complex, House 14, 7040 Oroklini, Larnaca, Cyprus.

• Contact: [email protected] · +357 96097052.

 

ToucaTech sells mainly to businesses. Where you buy as a consumer (for purposes outside your trade, business, or profession), the extra rights in section 4 also apply, and nothing in this policy limits rights you have under mandatory consumer law in your country.

 

This policy forms part of our Terms of Service. If a signed Order Form sets different cancellation or refund terms, the Order Form applies, except where the law gives you a better right.

 

2. Subscriptions and how to cancel

 

You can cancel any subscription at any time; cancellation takes effect at the end of the billing period you have already paid for. You keep full access until then.

 

Plan Details and Renewal Terms

• Monthly Plans: You are charged in advance each month and the plan renews automatically each month. Cancellation takes effect at the end of the current month.

• Annual Plans: You are charged in advance for 12 months and the plan renews automatically for 12 months. Cancellation takes effect at the end of the current 12-month term.

• Enterprise Order Form Plans: Billing and renewal operate as set in the Order Form. Cancellation takes effect according to the notice period specified in the Order Form, up to a maximum of 2 months.

 

How to cancel

Send an email to [email protected] from an account administrator, including your company name and account ID. No reason is needed. We confirm every cancellation by email within 2 business days, stating the date your service ends. We do not require a phone call, a meeting, or a retention discussion to cancel.

 

Before you are charged again

• Annual renewals: We email you at least 30 days before each annual renewal with the renewal date, price, and how to cancel by email.

• Price changes: We tell you at least 30 days before a new price applies. You can cancel before it takes effect and pay nothing at the new price.

• Free trials and demos: A trial never turns into a paid plan unless you choose a plan and give payment details. If a trial longer than 31 days is set to convert, we remind you 3 to 21 days before it ends.

 

Downgrades

You can reduce users or modules at any time. The lower price applies from your next billing period; we do not refund the difference for the current period.

 

3. Refunds

 

Fees already paid are not refunded for a period that has started, except in the cases outlined below. Every approved refund is paid within 14 days of approval.

 

Refund Situations

• 30-day money-back guarantee on your first paid subscription: You receive a full refund of the subscription fee if you cancel within 30 days of your first payment. To ask, email [email protected] within the 30 days.

• Duplicate charge, wrong amount, or charge after cancellation: You receive a full refund of the incorrect amount. To ask, email within 90 days of the charge.

• A material defect we confirm and do not fix within 30 days of your written notice: You receive a pro-rata refund of prepaid fees for the unused period, and you may cancel immediately. To ask, provide written notice describing the defect.

• ToucaTech ends your subscription for convenience (Terms, section 13.2): You receive a pro-rata refund of prepaid fees for the unused period. This is handled automatically.

• Annual plan cancelled after the first 30 days: There is no refund; access continues to the end of the term.

• Monthly plan cancelled mid-month: There is no refund; access continues to the end of the month.

 

How refunds are paid

• Payments are returned to the original payment method (card or bank transfer), in the currency you paid.

• VAT and other taxes charged on the refunded amount are refunded with it.

• We aim to decide on a refund request within 5 business days. After we send it, card refunds usually reach you in 5 to 10 business days, depending on your bank.

• We charge no fee for processing a refund.

 

Fees we cannot refund

Third-party costs we paid for you at your request (for example licences, domain, or hosting fees) are refunded only if the third party refunds us.

 

Payment disputes

Please contact us before you dispute a charge with your bank; most problems are solved within a few days. If you open a chargeback for a charge that was valid under this policy, we may suspend the account until the dispute is resolved. This does not affect your legal right to dispute a charge.

 

4. Extra rights for consumers

 

If you buy as a consumer, you have the rights in this section on top of everything above. They do not apply to purchases made for a business.

 

Consumers in the EU and EEA: 14-day right of withdrawal

• You can withdraw from a subscription within 14 days of the day the contract is concluded, without giving a reason.

• To withdraw, send us a clear statement by email to [email protected] or by post to the address in section 1. You may use the model withdrawal form below, but you do not have to.

• We refund all payments received from you within 14 days of receiving your withdrawal, using the same payment method, at no cost to you.

• If you asked us to start the service during the withdrawal period, you pay only for the days you used, calculated pro rata to the subscription price.

 

 

Model withdrawal form

To: ToucaTech Ltd, Petraki Kyprianou 20, Royal Bay Oroklini Complex, House 14, 7040 Oroklini, Larnaca, Cyprus · [email protected] I hereby give notice that I withdraw from my contract for the following service: [service] Ordered on: [date] · Name: [name] · Address: [address] · Date: [date]

 

 

EU consumers can also use their national consumer authority or an approved alternative dispute resolution body. In Cyprus, this is the Consumer Protection Service of the Ministry of Energy, Commerce and Industry.

 

Consumers in the United States

• Before you subscribe, we show the price, billing frequency, renewal terms, and how to cancel, and we ask for your express consent to automatic renewal.

• You can cancel at any time by email to [email protected]; we never require a call.

• We send renewal and price-change reminders as described in section 2, which meets or exceeds state automatic-renewal laws such as California's.

 

Consumers elsewhere

Where your local law gives you a stronger right to cancel or to a refund, that right applies.

 

5. Implementation, custom work, and service credits

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One-off services are billed for the work done; you can cancel the work that has not started.

 

Service Cancellation Terms

• Setup, data migration, and configuration: If you cancel before work starts, you receive a full refund. If you cancel after work starts, you pay for work completed up to the cancellation date, and the rest of any prepayment is refunded.

• Custom development: If you cancel before work starts, you receive a full refund. If you cancel after work starts, you pay for completed milestones and time spent on the current one, at the rates in the Order Form.

• Training sessions: If you cancel up to 2 business days before the session, you receive a full refund. There is no refund for a session already delivered, though a missed session can be rescheduled once at no cost.

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Service credits

 

If the platform misses the availability commitment in your Order Form or Service Level Agreement, you receive the service credits set out there. Credits are applied to your next invoice. Where you have no further invoices, they are paid as a refund.

 

6. Your data, termination by ToucaTech, and contact

 

Your data stays yours after you cancel: you can export it for 30 days, and we delete it within 90 days.

 

Your data after cancellation

• During your notice period and for 30 days after your service ends, you can export all your data in standard formats (CSV, XLSX, JSON) or through the API, free of charge.

• If you are moving to another provider, we give reasonable help with the switch and keep the service running during a transition period of up to 30 days, in line with the EU Data Act.

• After that, we delete your data within 90 days, unless the law requires us to keep part of it (for example invoices, which we keep for the period required by Cyprus tax law). Our Privacy Policy explains how personal data is handled.

 

When ToucaTech ends a subscription

• For convenience: At least 30 days' written notice, with a pro-rata refund of prepaid fees for the unused period.

• For non-payment: We send a reminder and allow 14 days to pay before we suspend access. Access is restored as soon as payment is received.

• For serious breach of the Terms (for example illegal use or a security threat to other customers): We may suspend at once and end the subscription if the breach is not fixed within 30 days of notice. No refund applies in this case unless the law requires one.

 

Complaints and disputes

Contact us first; we reply to every complaint within 5 business days. Disputes are governed by Cyprus law as set out in the Terms of Service. If you are a consumer, you may also bring a claim in the courts of the country where you live, and mandatory consumer law of that country still applies.

 

Changes to this policy

We will post any change on this page with a new effective date and email active customers at least 30 days before a change that reduces your rights. The version in force when you paid applies to that payment.

 

Contact

ToucaTech Ltd · [email protected] · +357 96097052 · Petraki Kyprianou 20, Royal Bay Oroklini Complex, House 14, 7040 Oroklini, Larnaca, Cyprus.

 

Effective date: 29 March 2024.