At SafariSync ERP, we are committed to delivering an intelligent, intuitive, and value-driven software solution tailored to the unique operational dynamics of inbound tourism businesses in East Africa. Whether you’re a tour operator, DMC, lodge group, or travel consultant, we understand that your business needs may evolve. This Refund & Cancellation Policy has been developed to provide transparent, fair, and professional terms for subscription changes, upgrades, cancellations, or refunds, ensuring mutual respect and accountability in every partnership.

1. Subscription Modifications & Upgrades

Flexibility for Growing Businesses

We offer flexible subscription packages designed to scale with your growth. Clients may upgrade their SafariSync ERP subscription at any time.

• Upgrades:
  When upgrading to a higher-tier plan (e.g., from Standard to Advanced), the new features and limits will become active immediately. Any unused portion of your current billing cycle will be prorated and applied toward the upgrade. The new plan cost will be billed on a prorated basis or as part of your next billing cycle, depending on your billing terms.
• Downgrades:
  Downgrades are available at the end of your current billing cycle. Downgrading mid-cycle may lead to feature limitations, and any balance from a higher plan will not be refunded. Please notify our support team in writing at least 7 days before the end of the billing cycle.
• Custom Packages:
  For bespoke or enterprise-tier clients with customized features or integrations, modifications will be handled on a case-by-case basis, subject to contractual terms.

2. Cancellations

Clear Exit Terms, No Hidden Charges

Clients may cancel their subscription at any time through their account dashboard or by submitting a written cancellation request to our support team.

• Monthly Subscriptions:
  Cancellation requests must be submitted at least 3 business days before the next billing cycle. Once billed, monthly payments are non-refundable.
• Annual Subscriptions:
  Annual plans offer preferential pricing but are billed in full upfront. Cancellations made within the first 14 calendar days of the initial purchase are eligible for a partial refund (see Section 3). After this period, cancellations will not be eligible for refunds, but service access will continue until the end of the term.
• Account Data & Termination:
  Upon cancellation, your account and data will remain accessible in read-only mode for 30 days to allow for export or transition. After this grace period, data will be securely archived and deleted in line with our Data Retention & Privacy Policy.

3. Refund Policy

Fair & Professional Treatment, Aligned with Industry Norms

SafariSync ERP does not offer refunds for unused time on a subscription, except in the following specific circumstances:

• New Annual Subscriptions – 14-Day Refund Window:
  New clients subscribing to an annual plan are eligible for a partial refund if they cancel within 14 days of the initial subscription. A 20% administrative and onboarding fee will be deducted from the refund amount.
• Duplicate Billing or Billing Errors:
  Clients experiencing accidental double billing or incorrect charges may request a full refund of the excess amount within 30 days of the transaction.

Please Note: Refunds will only be processed to the original payment method used. Refund requests must be submitted in writing to accounts@safarisync.cloud and include your account name, reason for the request, and any supporting documentation.

4. Third-Party Integrations & Marketplace Add-ons

Refunds for third-party services, plug-ins, or modules integrated through SafariSync ERP are subject to the individual policies of the respective third-party providers. We recommend reviewing these policies independently when activating external services.

5. Exceptional Cases & Dispute Resolution

We strive for fairness and customer satisfaction. If you believe your case deserves special consideration, our support team is available to review your concerns with discretion and professionalism. Disputes will be resolved based on our Terms of Service and may involve mediation if required.

6. Policy Updates

This Refund & Cancellation Policy is reviewed regularly to remain in line with industry standards and client feedback. Any material changes will be communicated in advance via email or platform notice.

Contact Us

For cancellations, subscription changes, or refund-related queries, please reach out to our dedicated accounts and billing team:

📧 accounts@safarisync.cloud
📞 +254 722 352 350
🌐 www.safarisync.cloud