Refund & Cancellation

Try it before you buy it

We would rather you were sure than sorry. Every Udoox product can be demonstrated on your own kind of data before you pay anything, and a trial can be arranged on request. Use it — most refund requests come from a decision made in a hurry.

Cancelling a subscription

You may cancel at any time by writing to sales@udoox.net from the email address on the account. Cancellation takes effect at the end of the period you have already paid for: the product keeps working until then, and nothing further is billed. Fees already paid for the current period are not refunded on cancellation, except as described below.

Refunds on a new subscription

If you buy a Udoox subscription and tell us within fourteen days of the first payment that it is not right for you, we will refund that first payment in full. This applies once per customer, to a first purchase, and not to a renewal.

Renewals

We send a renewal notice before a subscription renews. If a renewal is charged and you tell us within seven days that you did not intend to renew, and the system has not been used in that period, we will refund it. After that, renewal fees are not refundable.

What is not refundable

• Implementation, setup, data migration, training and consulting time already delivered.
• Custom development and paid customisations, once the work has started.
• Charges passed through to a third party — payment gateways, messaging credits, AI usage on your own key, government portals.
• Hardware, and any software licensed by another company.
• Periods already used, where a subscription is cancelled part way through.

When we will always refund

If we cannot deliver what you bought, or a fault on our side stops the product doing what it is documented to do and we cannot put it right in a reasonable time, we refund the unused part of your fee. If you are charged twice for the same thing, we refund the duplicate without argument.

How to request a refund

Write to sales@udoox.net with your invoice number, the account name and what went wrong. We acknowledge within two working days and decide within seven. Approved refunds go back to the original payment method within seven to ten working days after approval, and your bank may take a few days more.

Talk to us first

Most problems that lead to a refund request are fixable — a setting, a missing bit of setup, or a screen nobody showed your team. Tell us what is wrong before you cancel and we will try to put it right. If it cannot be put right, we will process the refund without making it difficult.