Refund policy

Last Updated: October 2026

Part 1: Service Level Agreement (SLA) Sues Tech Solutions guarantees a 99.9% monthly uptime for our flagship SaaS platforms and managed cloud infrastructure.

1.1 Severity Levels & Response Times:

• Severity 1 (Critical): Complete production system outage.

  • Target Response: Less than 1 Hour (24/7/365).

• Severity 2 (Urgent): Major feature disruption, but a workaround exists.

  • Target Response: Less than 4 Hours (Business Hours).

• Severity 3 (Standard): General technical questions, billing inquiries, or minor bugs.

  • Target Response: 24 Hours.

1.2 SLA Credits: If we fail to meet the 99.9% uptime guarantee in a billing month, eligible enterprise customers may request a service credit of up to 10% of their monthly subscription fee. Credits must be requested via support@suestech.com within 15 days of the outage.

Part 2: Refund Policy Because Sues Tech Solutions offers irrevocable digital goods and dedicated engineering time, our refund policy is strictly enforced.

2.1 Digital Assets & Code Blueprints: All sales of digital assets, boilerplates, and code blueprints are FINAL and NON-REFUNDABLE. Once the source code or digital file is downloaded or accessed, it cannot be returned.

2.2 SaaS Subscriptions: SaaS subscriptions (monthly or annual) are billed in advance. You may cancel your subscription at any time, but we do not provide pro-rated refunds for unused time in the current billing cycle. Your access will remain active until the end of your paid billing period.

2.3 Cloud & IT Engineering Services: For custom architecture, migrations, or audits, payments are tied to specific fixed milestones. Once a milestone is approved and work commences, the payment for that milestone becomes non-refundable.

Contact for Disputes: If you believe there has been a billing error, contact our billing department at support@suestech.com within 7 days of the charge.