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This Refund Policy applies to all purchases of Unitify subscriptions and services made through unitify.com and forms part of the Unitify Terms of Use. Unitify is operated by Unitify Limited, a company incorporated in Hong Kong (Reg. No. 76842989), 17/F, Yam Tze Commercial Building, 23 Thomson Road, Wan Chai, Hong Kong.

1. Merchant of Record

Unitify subscriptions can be paid in two ways, and the refund route depends on which one you used.

If you paid through our online checkout, the purchase is processed by the relevant Paddle contracting entity, as identified in the Paddle Buyer Terms ("Paddle"), acting as Merchant of Record and authorised reseller. Paddle handles payment processing, invoicing, sales tax and VAT, refunds, chargebacks and payment disputes. Where a refund is due under this Policy, it is issued by Paddle, not by Unitify Limited directly. This Policy applies alongside the Paddle Buyer Terms; where the Paddle Buyer Terms or applicable law grant a broader refund right, that right prevails.

If you paid against an invoice issued by Unitify Limited or an Authorized Distributor (and not by Paddle) under the Master Subscription Agreement or the Regional Public Offer, refunds are issued by the entity that invoiced you under the terms of that agreement and your Order; Sections 3 to 7 of this Policy apply to such purchases only where that agreement or Order says so.

2. Who this Policy applies to

Unitify is business software for property management companies, community associations and building operators. Our customers purchase Unitify for use in their business or professional capacity and are not consumers. Consumer withdrawal rights (for example the 14-day right of withdrawal for consumers in the EU, EEA and UK) therefore generally do not apply. If you are nonetheless purchasing as a consumer under the law of your country, nothing in this Policy limits your mandatory statutory rights; those rights are administered by Paddle for checkout purchases and by the entity that invoiced you for invoice purchases.

3. 14-day money-back guarantee on new subscriptions

If Unitify is not the right fit for your organisation, you may request a full refund of your first subscription payment within 14 days of the initial purchase date, for any reason. This applies once per customer account and only to the first payment of a new subscription. It does not apply to renewals, upgrades, add-ons or apartments added to an existing account.

To keep this guarantee fair, we may decline a refund only where the account shows signs of abuse, such as repeated purchase-and-refund cycles or use of the guarantee by several accounts of the same organisation.

4. Subscription renewals and cancellation

Subscriptions renew automatically at the end of each billing period unless cancelled beforehand. You can cancel at any time from your account settings or by emailing [email protected]. For subscriptions purchased through our online checkout, cancellation takes effect at the end of the current billing period and no further payment is taken; you keep full access until then. Where an Order Form or a negotiated agreement sets a notice period for non-renewal, that period applies to that subscription.

Payments for renewal periods are non-refundable, except as set out in Section 6. We do not provide pro-rated refunds for unused time in a billing period after cancellation.

Subscription fees for checkout purchases are charged per apartment at the rate shown on the pricing page (unitify.com/pricing); for invoiced purchases, the units counted and the rate are those stated in your agreement. Fees are calculated on the number of apartments (or units, as applicable) in your account at the start of each billing period. Removing apartments mid-period reduces the fee only from the next period; it does not generate a refund for the current one.

5. Non-refundable items

Unless applicable law or Section 6 requires otherwise, the following are non-refundable once the work has started or the item has been delivered:

• Onboarding, data migration and implementation fees
• Custom development, custom integrations and professional services
• Hardware and third-party equipment (intercoms, access control, sensors) purchased through Unitify
• Usage-based charges that have already been consumed (for example SMS, voice minutes, payment processing fees)
• Training sessions that have been delivered or where the customer did not attend a scheduled session without 24 hours' notice

Fees for professional services that have not yet started are refundable on request, less any third-party costs we have already incurred on your behalf.

6. Refunds for service failures

If Unitify fails to meet its obligations to you, you are entitled to a remedy regardless of the 14-day window:

• Extended unavailability. Where Service Level Terms (SLA) apply to your plan, service credits under those terms are the sole monetary remedy for availability shortfalls that do not trigger the termination right below; no SLA applies to the Free plan. Independently of any SLA, if the Service is unavailable for reasons within our control and we fail to restore it within 30 consecutive days of your written report, you may terminate and receive a pro-rated refund of any prepaid, unused subscription fees.
• Duplicate or erroneous charges. Billing errors are refunded in full once verified.
• Material non-conformity. If a core function you purchased does not work substantially as described on our website and we cannot fix it within 30 days of your written report, you may terminate and receive a pro-rated refund of prepaid, unused fees.
• Service discontinuation. If we discontinue the Platform, you receive a pro-rated refund of prepaid, unused subscription fees for the period after the discontinuation date, as set out in the Master Subscription Agreement.

Service credits (where an SLA applies) and the pro-rated refunds above are the sole remedies for service failures and discontinuation. Refunds are not available for issues caused by your own systems, third-party services outside our control, incorrect data supplied by you or use of the Service contrary to the documentation.

7. Tax refunds

If you were charged sales tax or VAT and you hold a valid business tax registration number that would have exempted the purchase, for checkout purchases, contact Paddle within 30 days of the invoice date with your tax number. Paddle will reissue the invoice and refund the tax where eligible.

8. How to request a refund

1. Contact us first. Most issues can be resolved without a refund. Email [email protected] with your account email, invoice number and the reason for the request. We respond as soon as practicable.
2. Checkout purchases: you may also contact Paddle directly at paddle.net using the email address on your Paddle invoice; Paddle will verify the purchase and coordinate with us.
3. Invoice purchases: contact the entity that invoiced you (Unitify Limited or the Authorized Distributor) at the address on the invoice.

Approved refunds are returned to the original payment method where possible and are processed by the relevant payment provider in accordance with its rules; timing may vary.

9. Chargebacks

Please contact us before initiating a chargeback with your bank. We resolve genuine billing problems quickly, and chargebacks on legitimate charges may result in suspension of the account until the matter is settled.

10. Relationship to the Terms of Use and negotiated agreements

This Policy supplements the Terms of Use and is the refund policy they refer to. For purchases made through our online checkout, this Policy governs refunds and cancellation, and it prevails over any general no-refund or non-renewal-notice wording in the Terms of Use. For purchases paid against an invoice issued by Unitify Limited or an Authorized Distributor, the Master Subscription Agreement or the Regional Public Offer and the Order govern billing, cancellation and refunds; Sections 3 to 7 of this Policy apply only where that agreement or Order so provides.

11. Changes to this Policy

We may update this Policy from time to time. The version in force at the time of your purchase applies to that purchase. Material changes will be announced to account administrators in advance where required by applicable law.

12. Contact

Unitify Limited
17/F, Yam Tze Commercial Building, 23 Thomson Road, Wan Chai, Hong Kong
[email protected]