Last updated: 1 September 2026
1. Who this policy applies to
This Refund Policy applies to business customers of DeepSoft, Brüsseler Str. 6, 51149 Köln, Germany, and covers subscription fees, support plans and fixed-scope project work. It supplements our Terms of Service; where a signed order form contains different refund terms, that order form prevails.
2. Subscriptions and hosted platforms
Monthly subscriptions may be cancelled at any time before the next renewal date; the service remains available until the end of the paid period. Annual plans cancelled within 14 days of the initial purchase are refunded in full. After 14 days, annual plans are refunded pro rata for complete unused months, less any setup, migration or onboarding work already delivered.
3. Fixed-scope project work
Project engagements are invoiced by milestone. Work already performed and accepted is not refundable. If a project is cancelled mid-milestone, we invoice the effort incurred up to the cancellation date and refund any remaining prepaid balance within 14 days. Deposits reserve delivery capacity and are non-refundable once scheduling has begun, but are credited in full against the project fee.
4. Service level credits
If monthly availability falls below the level guaranteed in your service level agreement, you may claim a service credit against the following invoice: 10% of the monthly fee for availability below the target, and 25% where availability falls below 99.0%. Claims must be submitted within 30 days of the affected month. Service credits are the exclusive remedy for availability shortfalls.
5. Defects
Where a deliverable does not materially conform to the agreed specification, we will remedy the defect at no cost. If, after two documented remediation attempts within a reasonable period, the defect persists and the deliverable cannot be used for its agreed purpose, you may request a refund of the fee attributable to that deliverable.
6. What is not refundable
- Third-party licences, domains, certificates and app-store fees purchased on your behalf.
- Consumed infrastructure, SMS, email or payment-processing costs passed through at cost.
- Training, workshops and consulting sessions already delivered, or cancelled with less than 48 hours' notice.
7. How to request a refund
Send your invoice number and a short description of the issue to contact@deepsoft.site, or call +49 2203 9095676. We acknowledge requests within two business days and decide within ten business days. Approved refunds are issued to the original payment method within 14 days of approval.