Refund Policy

1. Overview

This Refund Policy governs refunds and credits for Lachem Business Operating System subscriptions and services. Lachem is committed to delivering exceptional value, and we stand behind our platform. This policy describes the circumstances under which refunds may be issued and the process for requesting them.

2. General Refund Policy

All subscription fees paid to Lachem are generally non-refundable. This is consistent with the enterprise software industry standard and reflects the significant operational infrastructure we deploy and maintain for each client. However, Lachem will consider refund requests in the following circumstances:

• Documented platform outages exceeding our 99.9% uptime SLA
• Billing errors or duplicate charges
• Service not delivered as specified in the signed Order Form
• Termination due to Lachem's material breach of the agreement

3. Monthly Subscription Plans

3.1 Cancellation

Monthly subscribers may cancel at any time. Cancellation takes effect at the end of the current billing period. No partial refunds are issued for the remaining days in a billing period. Access to the platform continues until the end of the paid period.

3.2 30-Day Satisfaction Period

New monthly subscribers (Business Operations Plan only) may request a full refund within 30 days of their initial subscription if they are not satisfied with the platform. This applies only to first-time subscribers and requires a written request to support@lachem.io explaining the reasons for cancellation. Refunds are processed within 10 business days.

4. Annual and Enterprise Contracts

Annual subscriptions and multi-year enterprise agreements are governed by the specific terms outlined in the signed Order Form or Master Service Agreement. Generally:

• Annual contracts are not refundable upon voluntary cancellation
• Early termination by the client does not entitle the client to a refund of prepaid fees
• Refunds may be issued on a pro-rata basis in cases of Lachem's material breach
• Enterprise agreements may contain specific SLA credit provisions superseding this Policy

5. Service Credits

In lieu of cash refunds, Lachem may issue service credits for qualifying SLA violations or service disruptions. Service credits:

• Are applied to your next billing cycle
• Are calculated as described in your enterprise agreement or our standard SLA schedule
• Are non-transferable and have no cash value
• Must be requested within 30 days of the service disruption

6. Billing Disputes

If you believe you have been incorrectly charged, you must notify Lachem in writing within 60 days of the charge. We will investigate all billing disputes and respond within 10 business days. Disputes submitted after 60 days may not be eligible for refund. To dispute a charge, email support@lachem.io with your account details and the specific charge in question.

7. Consulting and Implementation Services

Professional services, implementation consulting, and custom development work are subject to separate service agreements. Refund eligibility for these services is governed by the specific statements of work and deliverable terms agreed upon at project initiation. Work already performed is generally not refundable.

8. How to Request a Refund

To request a refund, please:

1. Email support@lachem.io with the subject line “Refund Request”
2. Include your account email, company name, and invoice number(s)
3. Describe the reason for your refund request
4. Provide any supporting documentation if applicable

Our billing team will review your request and respond within 10 business days. Approved refunds are processed to the original payment method within 10–15 business days.