6.6. Cancellation and Refund

Use this section when a client wants to cancel service, stop renewal, or request a refund.

A) Submit Cancellation Request

Submit cancellation via Billing Portal:

1. Login to system Web Admin.
2. Click top-right profile avatar.
3. Click Billing from dropdown menu.
4. Submit cancellation request from subscription page.

If you cannot find the Billing menu, open direct link: Click here

Provide:

1. Branch name and branch ID
2. Requested cancellation date
3. Reason for cancellation
4. Authorized requester name and role

Important:

• Cancellation is not immediate until billing team confirms it.
• If cancellation request is not processed yet, auto debit will continue as scheduled.

B) Submit Refund Request

Before submitting refund:

1. Check whether your case matches our payment terms.
2. Payment terms: Click here

If your case matches the payment terms, send refund request by email via Contact Us page: Click here

Provide:

1. Invoice or receipt number
2. Refund reason
3. Payment reference (if available)
4. Branch name and billing email

Important:

• Refund is subject to billing review and policy.
• Approval is not automatic.

C) Pre-Cancel Checklist

Before final cancellation:

1. Clear outstanding invoices
2. Export needed data/reports
3. Confirm final billing month
4. Confirm user access deactivation date

D) Confirmation Process

Steps:

1. Billing team reviews the cancellation request and validates outstanding balance.
2. Support team confirms account scope and cutoff date.
3. Official confirmation is sent to requester.

E) After Cancellation

Expected actions:

1. Access is disabled on confirmed termination date.
2. Renewal stops for next cycle.
3. New transactions are blocked after cutoff.

If reactivation is needed, contact billing/support with branch ID.