Cancellation & Refund Policy

Effective Date: 2026-02-03

Last Updated: 2026-02-03

Overview

Cancellation & Refund Policy

This policy outlines PrimoERP's approach to order cancellations, refunds, and billing corrections. We are committed to fair and transparent practices while protecting both our business and our clients.

Our core principle is that orders, once confirmed and placed, are final and non-cancellable. This ensures we can allocate resources efficiently and begin work on your engagement without delay.

Key Terms

Definitions

To ensure clarity, we define the following terms as used in this policy:

Order: Any purchase request accepted by PrimoERP, including but not limited to a signed proposal acceptance, approved purchase order, paid invoice, subscription purchase, or service engagement agreement.
Services: Professional services delivered by PrimoERP, including implementation, customization, consulting, training, data migration, integrations, and ongoing support.
Digital Deliverables: Outputs of our work, including code, configuration, documentation, reports, access credentials, and other non-physical items.
Confirmation Date: The date an order is placed, a proposal is accepted, or payment is received, whichever establishes the binding commitment.

Cancellation

Cancellation Policy

Orders and service engagements with PrimoERP cannot be cancelled once placed and confirmed.

We maintain this policy because:

Resources are reserved and allocated to your project upon order confirmation.
Work typically begins immediately or within a scheduled timeline.
Digital and service work cannot be "unsold" or returned in the traditional sense.
Our team members are assigned and may have already begun planning or implementation.

Refunds

Refund Policy

Refunds are generally not provided once an order has been placed, confirmed, or work has commenced.

Once payment is received and services are confirmed, funds are non-refundable. This applies to service fees, implementation charges, customization costs, training fees, and subscription payments.

If you believe you need to discuss your engagement or have concerns about costs, please contact us as soon as possible to explore available options.

Exceptions

Exceptions and Billing Corrections

While our general policy is no refunds, the following exceptions apply:

Duplicate Charges: If you are charged twice for the same order or service, we will investigate and issue a refund for the duplicate charge promptly.
Billing Errors: If we issue an incorrect invoice (wrong amount, wrong service, calculation error), we will correct the charge or issue a refund as appropriate.
Required by Law: If applicable law, regulation, or a court order requires us to issue a refund, we will comply.
Written Agreement: If your service engagement includes a written contract, statement of work (SOW), master service agreement (MSA), or purchase order that explicitly states different terms regarding refunds or cancellations, those terms will govern.
Early Contact: If you contact us immediately upon placing an order and before any significant work has commenced, we may evaluate a cancellation or modification request on a case-by-case basis. However, we make no guarantee and may decline the request.

Delivery

Delivery and Shipping

PrimoERP provides services and digital deliverables. We do not ship physical goods as part of standard service delivery.

Therefore, traditional shipping policies and physical returns do not apply. Digital deliverables, such as documents, code, configuration files, and system access, are delivered electronically and are non-returnable once provided.

Disputes

Chargebacks and Billing Disputes

If you have a concern about a charge or believe you were billed incorrectly, please contact us first before initiating a chargeback or credit card dispute.

We are committed to resolving billing issues promptly and fairly. When you contact us with a concern, we will:

Review your order, invoice, and service engagement details.
Investigate the charge and any errors.
Provide a clear explanation and solution within 5-7 business days.
Issue a correction, partial refund, or credit as warranted.
If you proceed with a chargeback or dispute through your payment provider without first contacting us, it may delay resolution and result in additional fees or service suspension. We encourage direct communication to resolve issues quickly.

Contact

How to Request Help or Discuss Your Engagement

Email: [email protected]
Use our contact form at /contact
Include your order number, invoice details, and a clear description of your concern.
Contact us as soon as possible to maximize the opportunity for resolution.

Updates

Changes to This Policy

PrimoERP may update this Cancellation & Refund Policy at any time. Changes are effective immediately upon posting. We recommend reviewing this policy periodically for updates.

The "Last Updated" date at the top of this page reflects the most recent revision.

Questions?

Contact Us

For questions about this policy, to discuss a specific order or cancellation request, or to report a billing concern, please reach out:

Email: [email protected]
Visit our contact page for additional options.
For more information on privacy and data handling, see our Privacy Policy.