REFUND & CANCELLATION POLICY
Esyana Field Maintenance Management Platform
Document Version: 1.0
Effective Date: 26 July 2026
Last Updated: 26 July 2026
REFUND & CANCELLATION POLICY
This Refund & Cancellation Policy ("Policy") explains the rules and procedures regarding subscription cancellation, refunds, trial accounts, payments, and termination of services for the Esyana Field Maintenance Management Platform ("Esyana", "Platform", "Service") provided by:
Sadeid
A company registered in the Hashemite Kingdom of Jordan under Registration Number 1210822026
Website: https://esyana.com
This Policy forms part of the Esyana Terms of Service and SaaS Subscription Agreement.
By subscribing to Esyana, you agree to the terms of this Policy.
1. General Policy
Esyana operates as a Software-as-a-Service (SaaS) platform.
Subscription fees provide access to:
Software features
Hosting infrastructure
Software updates
Security improvements
Technical support (according to subscription plan)
Data storage
Platform maintenance
Because Esyana provides immediate access to digital services, subscription fees are generally non-refundable except as described in this Policy.
2. Free Trial Period
Sadeid may provide a free trial period for new customers.
During the trial:
Customers may evaluate Esyana features.
Some features may be limited.
No payment may be required unless the Customer upgrades.
Trial accounts may expire automatically.
At the end of the trial:
The Customer may purchase a subscription.
The account may be suspended.
Trial data may be deleted according to the data retention policy.
3. Subscription Payments
Subscription fees are charged according to the selected billing cycle:
Monthly
Quarterly
Annually
Multi-year
Enterprise agreement
The Customer is responsible for:
Selecting the correct subscription plan.
Providing accurate billing information.
Paying all applicable fees.
4. Automatic Renewal
Unless cancelled before the renewal date, subscriptions may automatically renew.
By subscribing, the Customer authorizes Sadeid to:
Renew the subscription.
Charge the applicable subscription fees.
Continue providing the Service.
Customers may cancel automatic renewal through:
Account settings (if available).
Customer support request.
Written cancellation request.
5. Cancellation by Customer
Customers may cancel their subscription at any time.
Cancellation means:
Future renewals will stop.
The current subscription remains active until the end of the paid period.
The Customer continues to have access until expiration unless suspended under the Terms of Service.
Cancellation does not automatically provide a refund.
6. Refund Eligibility
Refunds may be considered only in limited situations, including:
6.1 Duplicate Payment
If the Customer is charged twice for the same subscription period due to a verified billing error, Sadeid may issue:
A refund, or
An account credit.
6.2 Unauthorized Payment
If a payment was made without authorization and the Customer provides sufficient evidence, Sadeid will investigate and may issue a refund where appropriate.
6.3 Service Failure
If Esyana experiences a significant service failure that qualifies under the Service Level Agreement (SLA), the Customer may receive:
Service credits.
Partial compensation according to the SLA.
6.4 Legal Requirements
Refunds may be provided where required by applicable law.
7. Non-Refundable Payments
Except where required by law, subscription fees are generally non-refundable, including:
Monthly subscriptions already paid.
Annual subscriptions after activation.
Multi-year subscriptions after activation.
Partial unused subscription periods.
User licenses already purchased.
Additional storage purchases.
SMS or communication credits.
Professional services.
Custom development.
Training services.
Data migration services.
8. Annual and Multi-Year Subscriptions
For annual or multi-year subscriptions:
The Customer receives discounted pricing in exchange for committing to the subscription term.
Therefore:
Early cancellation does not normally result in a refund.
Remaining subscription fees remain payable where contractually agreed.
Access continues until the subscription end date unless terminated according to the Terms of Service.
9. Upgrades
If a Customer upgrades a subscription:
The new plan may become effective immediately.
Additional charges may apply.
Previous payments are generally not refundable.
10. Downgrades
Downgrades:
Take effect at the next billing cycle unless otherwise agreed.
Do not create refund rights.
May reduce available features, limits, and capacity.
The Customer is responsible for ensuring data remains within the limits of the new plan.
11. Cancellation Due to Price Changes
If Sadeid changes subscription pricing:
Customers will receive reasonable notice.
Customers may cancel before the new pricing becomes effective.
Existing prepaid periods remain valid until expiration.
12. Account Suspension or Termination by Sadeid
Sadeid may suspend or terminate accounts due to:
Non-payment.
Fraudulent activity.
Security violations.
Abuse of the Platform.
Violation of Terms of Service.
Illegal activities.
Suspension or termination caused by Customer violation does not qualify for refunds.
13. Chargebacks
Customers should contact Sadeid before initiating a payment dispute or chargeback.
Unauthorized chargebacks may result in:
Account suspension.
Termination of service.
Recovery of unpaid amounts.
Additional administrative costs where permitted by law.
14. Data After Cancellation
After cancellation:
The Customer may:
Continue using the Service until the subscription expires.
Export available Customer Data.
After the applicable retention period:
Customer Data may be permanently deleted.
Backup copies may be removed according to backup schedules.
Customers are responsible for exporting required information before account closure.
15. Professional Services Refunds
Separate services such as:
Software customization
Integration development
Training
Data migration
Consulting
may have separate payment and refund terms.
Unless otherwise agreed:
Work already completed is non-refundable.
Development milestones already delivered remain payable.
16. Requesting a Refund
Refund requests must include:
Customer name.
Company name.
Account email.
Invoice number.
Payment date.
Reason for the request.
Requests should be submitted through official support channels.
Sadeid will review refund requests and respond within a reasonable period.
17. Processing Refunds
Approved refunds:
Will be processed using the original payment method where possible.
May require payment provider processing time.
Do not include fees charged by third-party payment providers unless required.
18. Taxes and Government Charges
Refunds do not include:
Government taxes already collected.
Banking fees.
Payment processing fees.
Unless required by applicable law.
19. Exceptions
Sadeid reserves the right to make exceptions in exceptional circumstances, including:
Billing mistakes.
Extended service outages.
Customer goodwill situations.
Legal obligations.
Any exception does not create a permanent obligation.
20. Changes to This Policy
Sadeid may update this Refund & Cancellation Policy from time to time.
Changes may be made due to:
Business changes.
Legal requirements.
Payment provider requirements.
Service improvements.
The updated version will include a revised "Last Updated" date.
21. Governing Law
This Policy shall be governed by the laws of the Hashemite Kingdom of Jordan.
22. Contact Information
For refund or cancellation requests:
Sadeid
Registration Number: 1210822026
Hashemite Kingdom of Jordan
Website: https://esyana.com
Email: billing@esyana.com
Appendix A – Recommended Customer Cancellation Workflow
Customer submits cancellation request.
Sadeid verifies account ownership.
Subscription renewal is disabled.
Customer receives cancellation confirmation.
Customer continues access until expiration date.
Customer exports required data.
Account data is handled according to retention policy.
Appendix B – Recommended SaaS Billing Rules
For Esyana's subscription system, it is recommended to implement:
✔ Automatic invoice generation
✔ Payment history records
✔ Subscription renewal reminders
✔ Failed payment notifications
✔ Grace period before suspension
✔ Account status tracking:
Trial
Active
Past Due
Suspended
Cancelled
Expired