Refund Policy

1. General Principle and No-Refund Policy

Default rule: payments made for Norkent subscriptions, whether monthly or annual, are non-refundable. No credits or refunds are issued for partial usage periods, or for unused months or years.

Commercial justification: access to the SaaS infrastructure and the reservation of the resources required to provide the service are enabled immediately after payment is made, which is why the charge covers the availability of the service during the selected billing cycle, regardless of the degree of actual usage.

2. Exceptions and Conditions for Requesting a Refund

Exceptionally, Norkent will evaluate and, where applicable, process refunds only in the following cases:

• Critical service outages (SLA): if the platform suffers a prolonged outage attributable to Norkent that prevents basic use of the service for a significant share of the month (as a reference, more than forty-eight (48) continuous hours outside scheduled maintenance).
• Duplicate charges or billing errors: if the system charges the same invoice twice by mistake, or if an incorrect charge is applied due to a technical issue.
• Cancellation not completed or unintentional renewal: if a user states that they did not intend to continue with the subscription and requests a refund after an automatic renewal, Norkent may exceptionally evaluate the request considering, among other factors, the age of the account, the payment history, the level and recent frequency of platform usage, the activity recorded during the billed period and the particular circumstances of the case. The existence of an automatic renewal by itself does not guarantee that a refund is due.

These cases constitute the only extraordinary circumstances in which a refund is evaluated, in line with clause 9 (Limitation of Liability) of the Terms and Conditions.

3. Subscription Cancellation Policy

Self-service: the user or administrator can cancel the automatic renewal of their subscription at any time from the control panel.

Effect of cancellation: cancellation stops future charges, but the client keeps access to the service until the end of the current billing cycle already paid. No refund is issued for the remaining time in the cycle.

Advance notice: cancellation must be made at least twenty-four (24) to forty-eight (48) hours before the renewal date of the next cycle to avoid the automatic charge.

4. Grace Period and Data Export after Cancellation

After the subscription ends or the account is cancelled, the client will have a grace period of thirty (30) calendar days to download and export their attendance reports and employee histories, before the account is deactivated or the data is anonymized or deleted.

Such export can be carried out using the export tools available in the platform or by requesting it at info@norkent.com, in accordance with the cancellation and grace period protocol set out in the Terms and Conditions.

5. Procedure for Requesting a Refund

Official channel: every refund request must be sent in writing to info@norkent.com, or through our contact form.

The request must include:

• Company name and the administrator's email address
• Invoice number or transaction ID
• A detailed reason for the request, attaching a screenshot in case of a technical error or duplicate charge

Response and processing times: requests will be evaluated within a period of five (5) to ten (10) business days. If approved, the refund will be processed to the same original payment method within standard banking timeframes.

If you have questions about the status of your request, you can contact us again at info@norkent.com.