Refund & Dispute Policy

Our commitment to fair resolution — understand your rights regarding refunds, cancellations, and disputes.

Effective Date: June 10, 2026  |  Last Updated: June 10, 2026

1. Overview

Sans Mercantile Constellation ("we," "us," or "the Company") is committed to customer satisfaction. This Refund & Dispute Policy outlines the conditions under which refunds may be issued, how to request a refund, and the process for resolving disputes related to our products and services.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances:

  • Service not delivered: If a purchased service or feature was not provisioned within the stated timeframe.
  • Billing error: If you were charged an incorrect amount or charged for a service you did not authorize.
  • Duplicate charges: If a payment was processed more than once for the same transaction.
  • Early cancellation (pro-rated): If you cancel an active subscription within the first 14 days, you are entitled to a pro-rated refund for the unused portion of the billing period.
  • Material defect: If the service fails to perform substantially as described in its official documentation.

3. Non-Refundable Items

The following are generally not eligible for a refund:

  • One-time setup, onboarding, or professional-services fees once work has commenced.
  • Subscription fees for billing periods that have already elapsed (beyond the 14-day window).
  • Services consumed or fully delivered (e.g., completed consulting engagements, API usage already metered).
  • Third-party integrations or licenses purchased through our platform where the vendor does not permit refunds.
  • Accounts terminated due to violation of our Terms of Service.

4. How to Request a Refund

To request a refund, please follow these steps:

  1. Submit a request — Email billing@sansmercantile.com or use the "Request Refund" option in your account dashboard under Billing → Support.
  2. Include details — Provide your account ID, the transaction or invoice number, the amount in question, and a brief description of why you are requesting a refund.
  3. Acknowledgment — You will receive an acknowledgment within 2 business days.
  4. Review period — Our billing team will review the request and issue a decision within 10 business days.

5. Refund Processing

Approved refunds will be credited to the original payment method within 5–10 business days after approval. If the original payment method is no longer available, we will work with you to arrange an alternative credit. Refunds for credit card payments may take an additional 1–2 billing cycles to appear on your statement, depending on your card issuer.

6. Subscription Cancellations

You may cancel your subscription at any time from your account dashboard. Upon cancellation:

  • Your access will continue until the end of the current billing period.
  • No further charges will be applied after cancellation.
  • Cancellations made within the first 14 days of a new subscription or renewal are eligible for a pro-rated refund (see Section 2).
  • After 14 days, the current billing period is non-refundable but the subscription will not renew.

7. Dispute Resolution

If you disagree with a refund decision or have a billing dispute, we encourage resolution through the following escalation process:

1

Informal Resolution

Contact our support team at support@sansmercantile.com. Most disputes are resolved at this stage within 5 business days.

2

Formal Escalation

If unresolved, submit a written dispute to legal@sansmercantile.com with supporting documentation. Our legal team will respond within 15 business days with a written determination.

3

Mediation & Arbitration

If the dispute remains unresolved, either party may initiate binding arbitration in accordance with the rules of the American Arbitration Association (AAA). Arbitration will take place in the jurisdiction specified in our Terms of Service. Each party bears its own costs unless the arbitrator determines otherwise.

8. Chargebacks

We strongly encourage you to contact us before filing a chargeback with your bank or credit card provider. Filing a chargeback without first attempting resolution with us may result in temporary suspension of your account while the dispute is investigated. We will cooperate fully with any chargeback inquiry and provide relevant transaction records.

9. Exceptions & Special Circumstances

We reserve the right to grant refunds outside the scope of this policy on a case-by-case basis (e.g., extended service outages, force majeure events, or significant platform failures). Such exceptions are at the sole discretion of Sans Mercantile Constellation management and do not set precedent for future requests.

10. Changes to This Policy

We may update this Refund & Dispute Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes are posted constitutes acceptance of the revised policy. For material changes, we will notify active subscribers via email at least 30 days in advance.

11. Contact Information

If you have any questions about this Refund & Dispute Policy, please contact us:

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