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Refund & Cancellation Policy

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This policy explains when you can get your money back, how to cancel, and how long a refund takes. It applies to subscriptions to the Sracom CRM sold by SRACOMCONNECT LLC and forms part of our Terms & Conditions.

1. In short

  • New subscribers get a 14-day money-back guarantee on their first paid month.
  • You can cancel at any time, in one email — there is no cancellation fee and no minimum term beyond the month you are in.
  • After the first 14 days, the current month is not refunded; your subscription simply stops renewing.
  • Refunds go back to the original payment method, normally within 5–10 business days.

2. The 14-day money-back guarantee

If Sracom is not right for your operation, tell us within 14 calendar days of the first payment of your first subscription period and we will refund that payment in full. You do not need to justify the request.

  • The guarantee applies once per customer, to the first paid subscription period only.
  • Ask by emailing contact@sracomconnect.com from the email address on the account, with your business name, before the 14th day ends.
  • Your access ends when the refund is issued.
  • It does not apply to renewals, to a second subscription taken after a previous one, or to the one-off services listed in section 5.

3. Cancelling your subscription

  • Email contact@sracomconnect.com, or message us on WhatsApp at +212 680 821 282, from an address or number linked to the account.
  • We confirm your cancellation in writing within one business day. Keep that confirmation.
  • Cancellation takes effect at the end of the period you have already paid for — you keep full access until then and are not charged again.
  • If you cancel after a renewal has already been charged, that period runs to its end and is not refunded (unless section 6 or 7 applies).
  • You can request an export of your data for 30 days after your access ends.

4. After the 14 days: monthly, not locked in

Subscriptions are billed monthly in advance and renew automatically until you cancel. We do not pro-rate or refund part of a month that has begun, because access remains available to you for the whole period. Cancel before the next renewal date and you will not be charged again.

5. What is not refundable

  • One-off services already delivered — onboarding, data migration, training sessions and custom development work.
  • Periods that have already elapsed, and renewals outside the 14-day window.
  • Third-party costs passed through at cost, such as carrier fees, advertising spend or messaging charges billed by their own providers.
  • Accounts terminated by us for a serious breach of the Terms & Conditions or the Acceptable Use Policy.

6. If we fail to deliver

If the Service is materially unavailable or defective for a prolonged period through our fault, and we cannot fix it within a reasonable time after you report it, you may ask for a pro-rata refund of the affected part of the period, or cancel with a pro-rata refund of the remainder. Report the problem to contact@sracomconnect.com as soon as it occurs so we can investigate and, where possible, fix it.

7. Duplicate, incorrect or unauthorised charges

If you are charged twice, charged after a confirmed cancellation, or charged an amount that does not match your accepted quote, contact us and we will refund the difference in full — normally within 5 business days of confirming the error. If you believe a charge on your card was not authorised at all, contact us immediately so we can investigate with our payment provider.

8. How refunds are paid

  • Refunds are issued to the original payment method through our payment provider, Airwallex. We cannot refund to a different card or account.
  • We process approved refunds within 5 business days; your bank or card issuer then typically takes a further 3–10 business days to show the credit.
  • Refunds are made in the currency of the original charge. We are not responsible for exchange-rate differences or foreign-transaction fees applied by your bank.

9. Before you open a chargeback

If something looks wrong with a charge, please contact us first at contact@sracomconnect.com — we answer billing questions within one business day and correct genuine errors quickly. Raising a chargeback with your bank before contacting us slows the resolution down and may lead to your account being suspended while the dispute is investigated.

10. Contact

Refunds, cancellations and billing questions: contact@sracomconnect.com · +212 680 821 282 (phone / WhatsApp).

SRACOMCONNECT LLC, 5830 E 2nd St, Ste 7000, Casper, WY 82609, USA.