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Refund, Cancellation and Subscription Policy

Version 1.0 — Last updated: 11/05/2026

This Refund, Cancellation and Subscription Policy (the «Policy») complements ShephERP's Terms and Conditions and applies to all SoftCollie S.L. customers. It is designed to comply with EU Directive 2011/83 and applicable consumer protection legislation.

1. Refunds
  • Right of withdrawal (14 days): If you subscribe to a new plan, you have 14 calendar days from activation to exercise your right of withdrawal without providing any reason. To do so, contact us at support@softcollie.com before the deadline.
  • Pro-rata refunds: Cancellations outside the withdrawal period are not eligible for refunds for unused days in the already-billed period, unless otherwise agreed with SoftCollie.
  • AI Tokens: Consumed or purchased AI Tokens are non-refundable once activated or used.
  • Process: To request a withdrawal refund, email support@softcollie.com with your account number, subscribed plan, and contract date. SoftCollie will process the refund within 14 calendar days of receiving your request, using the same payment method used for purchase.
  • Exceptions: No refund is granted in case of material breach of Terms by the customer, or when access has been suspended due to fraudulent use.

2. Subscription Cancellation
  • Self-service: Account holders can cancel their subscription at any time from the ShephERP admin panel (Settings → Billing → Cancel subscription).
  • Access until end of period: Cancellation takes effect at the end of the already-paid billing period. Access remains active until that date.
  • Data retention and export: For 30 days after effective cancellation, account holders can export all their data from the panel. After that period, SoftCollie will permanently and irreversibly delete the data.
  • Reactivation: Accounts can be reactivated within the data retention period (30 days) by subscribing to a new plan.

3. Subscriptions and Renewals
  • Renewal notice: SoftCollie will send an email reminder 7 days before each automatic renewal, indicating the amount to be charged and the current plan.
  • Price changes: Any plan price change will be communicated with a minimum notice of 30 calendar days. Account holders may cancel without penalty during that period if they do not accept the new price.
  • Plan upgrade: Upgrading to a higher plan applies the new price pro-rata for the remaining time in the current billing cycle.
  • Plan downgrade: Downgrading to a lower plan takes effect at the start of the next billing cycle. No credits are issued for the difference in the current cycle.
  • Annual plans: Prepaid annual plans are non-refundable after the 14-day withdrawal period, unless caused by SoftCollie (extended unavailability, SLA breach).

4. Service Unavailability
If SoftCollie repeatedly fails to meet the committed SLA (99.5% monthly availability), the account holder is entitled to request a service credit per the conditions published at softcollie.ai/legal/sla. In cases of total and prolonged unavailability (>72 consecutive hours), the account holder may request early contract termination with a pro-rata refund.

5. Contact and Dispute Resolution
For any queries or complaints related to this Policy, contact us at:
  • Email: support@softcollie.com
  • Address: SoftCollie S.L., Valladolid, Spain
If disputes cannot be resolved amicably, account holders may pursue resolution through applicable consumer dispute resolution bodies or the courts of Valladolid, Spain.

6. Version and Effective Date
Version: 1.0 — Effective from 11/05/2026.