Refund and Cancellation Policy

01 Subscription model

Registry membership is sold as a subscription, billed monthly or annually in advance, with fees set out in the order form. Some Members also pay usage-based fees for registry checks above an included volume, billed in arrears.

There is no free consumer tier and no self-service purchase. Membership begins only after institutional due diligence and execution of a membership agreement.

02 Cancellation by the Member

• Monthly plans. Cancel at any time with 30 days' written notice. Access continues to the end of the notice period. Fees already paid for that period are not refunded.
• Annual plans. Cancel with 60 days' written notice before the renewal date to prevent renewal. Cancelling mid-term does not entitle the Member to a refund of the remaining term, except as set out below.
• How to cancel. Written notice to support@supersaveprotocol.com from an authorised signatory. We acknowledge within 2 business days and confirm the effective date.

03 When we do refund

We refund on a pro-rata basis where:

• we terminate a Member's subscription for our own convenience, for the unused portion of prepaid fees;
• we make a material change that reduces core functionality, the Member objects within 30 days, and terminates as a result;
• we cannot deliver the service for more than 15 consecutive days for reasons within our control;
• a Member was billed in error, or was double-charged;
• a mandatory consumer or statutory right requires it in the Member's jurisdiction.

Refunds are made to the original payment method within 14 business days of approval, and are net of any usage fees already incurred.

04 When we do not refund

• Change of mind, internal reorganisation, or reduced usage during a paid term.
• Termination by us for a Member's material breach, non-payment, sanctions match or misuse.
• Onboarding, implementation, integration and training fees once the work has begun.
• Usage-based fees for checks already performed.
• Downtime falling within the Service Level Agreement, where service credits are the exclusive remedy.
• Dissatisfaction with a registry verdict, or with a business outcome that followed one — output is decision support, as the Disclaimer explains.

05 Downgrades and plan changes

Upgrades take effect immediately, with the difference charged pro-rata for the remainder of the term. Downgrades take effect at the start of the next billing period; we do not refund the difference for the current period.

06 Non-payment and suspension

Invoices unpaid after 30 days may result in suspension, after at least 14 days' written notice. Suspension does not stop fees accruing. Accounts unpaid after 60 days may be terminated, and outstanding amounts remain due.

07 What happens to data on cancellation

On termination, user access ends on the effective date. Members may export their own records for 30 days afterwards on request.

Records already registered on the registry, the fingerprints derived from them, and audit log entries are retained for their full retention periods under the Data Retention Policy. Leaving the registry does not remove a Member's historical registrations, because other Members have relied on them. This is disclosed before any record is submitted.

08 Billing disputes

Raise a billing dispute within 30 days of the invoice date at support@supersaveprotocol.com, stating the invoice number and the amount disputed. We acknowledge within 2 business days and aim to resolve within 15 business days. Undisputed amounts remain payable while a dispute is open.

09 Taxes

Fees are exclusive of taxes. Where a refund is made, applicable taxes are refunded proportionately in accordance with law. Withholding taxes, where applicable, remain the Member's responsibility.