Refund Policy

Refund Policy Overview

At SureWyse, a product of OSABOX Limited (Zambia), we believe in transparency and fairness. This Refund Policy outlines the conditions under which refunds are available for our website monitoring services.

Effective Date: November 14, 2025
Last Updated: November 14, 2025

1. Why 14 Days?

Our refund policy is designed to be fair to both our customers and our business operations:

• Resource Usage: Once we begin monitoring your websites, we allocate server resources, bandwidth, and infrastructure to provide 24/7 uptime monitoring
• Operational Costs: We incur real costs from the moment monitoring begins, including data storage, API calls, and alert processing
• Free Trial Available: We offer a 10-day free trial so you can thoroughly test our service before committing to a paid subscription
• Fair Evaluation Period: 14 days provides ample time to evaluate if the paid service meets your needs and to thoroughly test all features

2. Eligibility for Refunds

You are eligible for a full refund if:

• You submit a refund request within 14 days of your payment
• Your payment was successfully processed by our payment provider
• Your account is in good standing (no violations of our Terms of Service)
• The refund request is made through proper channels (see section 5 below)

3. Non-Refundable Situations

Refunds will NOT be provided in the following cases:

• Requests made after the 14-day window has elapsed
• Partial refunds for unused portions of a subscription period
• Services that have been fully utilized or exhausted
• Violations of our Terms of Service or Acceptable Use Policy
• Chargebacks or disputed payments (subject to investigation)
• Free trial accounts (no payment made, no refund applicable)

4. Our Free Trial Policy

5. How to Request a Refund

If you wish to request a refund within the 14-day window, please follow these steps:

1. Contact Support: Submit a refund request through our Contact Form (select "Billing & Refunds" from the topic dropdown)
2. Include Required Information:
   • Your account email address
   • Payment transaction ID or receipt
   • Date and amount of payment
   • Brief reason for the refund request (optional but helpful)
3. Await Confirmation: We will review your request and respond within 24-48 hours
4. Processing Time: Approved refunds are processed within 5-10 business days, depending on your payment method and financial institution

6. Refund Processing

Once your refund is approved:

• Payment Method: Refunds are issued to the original payment method used
• Processing Time: 5-10 business days for the funds to appear in your account
• Service Access: Your subscription will be cancelled, and access to paid features will be revoked immediately upon refund approval
• Monitoring Data: Your monitoring data will be retained for 30 days in case you wish to reactivate your account

7. Subscription Cancellations

If you cancel your subscription:

• You can cancel at any time from your account dashboard
• You will retain access to paid features until the end of your current billing period
• No refunds will be provided for the remaining time in your billing cycle
• Cancellations made within 14 days of payment are eligible for a full refund if requested
• After 14 days, cancellation stops future billing but does not trigger a refund

8. Payment Disputes and Chargebacks

If you dispute a payment or initiate a chargeback:

• Please contact us first to resolve the issue (select "Billing & Refunds" topic)
• Chargebacks may result in immediate account suspension pending investigation
• Fraudulent chargebacks may result in permanent account termination
• We reserve the right to pursue collection for legitimate charges that are disputed

9. Special Circumstances

In exceptional cases, we may consider refund requests outside the 14-day window for:

• Technical issues on our end that prevented service delivery
• Duplicate charges or billing errors
• Unauthorized transactions (with proper documentation)
• Service outages exceeding our SLA commitments

These cases are evaluated individually and require supporting documentation.

10. Currency and Exchange Rates

For international transactions:

• Refunds are issued in the same currency as the original payment
• Currency conversion fees charged by your bank are not refundable
• Exchange rate fluctuations between payment and refund dates are not our responsibility

11. Questions and Support

If you have any questions about this Refund Policy, please contact us: