Refund &Cancellation Policy

This policy applies to all SaaS subscription services offered by Astrium Software Solutions CC ("Astrium", "we", "us", or "our"), including but not limited to Astrium Connect and Astrium Insight. All subscriptions are managed centrally through astrium.co.za.

1. Subscription Billing

All subscriptions are billed on a monthly cycle. Payment is collected at the start of each billing period. By subscribing to any Astrium product, you agree to recurring monthly charges until you cancel your subscription.

2. Free Trials

Certain products may offer a free trial period. During the free trial, you will not be charged. You may cancel at any time during the trial without incurring any cost. If you do not cancel before the trial ends, your subscription will automatically convert to a paid plan and you will be billed for the first monthly cycle.

3. Cancellation

You may cancel your subscription at any time through your account dashboard or by contacting us at enquiries@astrium.co.za. Upon cancellation:

• Your subscription will remain active until the end of the current billing period.
• You will continue to have full access to the service until the end of that period.
• No further charges will be applied after the current billing period.
• Your account and data will be retained for 90 days after the end of your subscription, after which it may be permanently deleted.

4. Refunds

Astrium operates a no partial-month refund policy. When you cancel your subscription:

• No refund will be issued for the remaining days in the current billing period.
• You retain access to the service for the full duration of the period you have already paid for.
• We do not offer pro-rated refunds for unused time within a billing cycle.

Refund requests for exceptional circumstances (e.g. service outages, billing errors, or duplicate charges) may be submitted to enquiries@astrium.co.za and will be assessed on a case-by-case basis.

5. Disputes and Chargebacks

If you are unhappy with our service or believe a charge is incorrect, we encourage you to contact us directly at enquiries@astrium.co.za before initiating a chargeback through your bank or payment provider.

Our dispute resolution process:

1. Contact us: Email enquiries@astrium.co.za with your account details and the nature of the dispute.
2. Investigation: We will investigate the matter within 5 business days and respond with our findings.
3. Resolution: Where a refund is warranted, we will process it within 10 business days. Where a refund is not warranted, we will provide a clear explanation.

Chargebacks initiated without first contacting us will be investigated. We reserve the right to suspend the associated account during the investigation period and to present evidence to the payment provider in response to the chargeback claim.

6. Subscription Tier Changes

You may upgrade or downgrade your subscription tier at any time. Upgrades take effect immediately, and the difference in cost will be charged on a pro-rated basis for the remainder of the current billing period. Downgrades take effect at the start of the next billing period.

7. Service Termination by Astrium

We reserve the right to suspend or terminate your subscription if you violate our Acceptable Use Policy or Terms of Service. In the event of termination for cause, no refund will be issued for the remaining billing period.

8. Contact

For any questions regarding this policy, cancellations, or refund requests:

9. Changes to This Policy

We may update this policy from time to time. Material changes will be communicated via email to active subscribers and published on our website. The "Last updated" date at the top indicates when this policy was last revised.