1. Digital Product Nature
BetterSuite provides digital software products and services, including BetterTaxi, BetterShop, BetterParking, and the Unified Admin Panel. Due to the nature of digital products, returns and refunds are generally not available once access has been granted or service has been delivered.
2. Return Eligibility
Returns are only applicable in cases where a proven software defect exists that materially affects the functionality of the product. A defect is defined as a significant malfunction or error in the software that prevents normal operation and cannot be resolved through standard troubleshooting procedures.
3. Defect Reporting Process
If you believe you have encountered a defect in our software, you must report it to our support team at [email protected] within 14 working days of discovering the issue. Your report must include: (a) A detailed description of the defect; (b) Steps to reproduce the issue; (c) Screenshots or video evidence where applicable; (d) System specifications and browser information; (e) Any error messages received.
4. Resolution Timeline
Upon receiving a valid defect report, BetterSuite will investigate the issue and provide a resolution within 14 working days. Resolutions may include: (a) Software patches or updates; (b) Configuration changes; (c) Detailed implementation guidance; (d) Alternative workaround solutions.
5. Customer Implementation Requirements
Customers are required to implement any fixes, patches, or configuration changes provided by BetterSuite within their own systems. We will provide clear instructions and support during the implementation process, but the customer is responsible for applying the solutions to their environment.
6. Return Conditions
A return will only be considered if: (a) A valid defect has been reported within the 14 working day period; (b) BetterSuite fails to provide a suitable resolution within 14 working days of the report; (c) The customer has attempted to implement the provided solution following our instructions; (d) The defect continues to materially impact the software's functionality after implementation.
7. What Is Not Covered
This return policy does not cover: (a) User errors or misconfigurations; (b) Compatibility issues with unsupported third-party software; (c) Internet connectivity or hosting-related issues; (d) Customization requests or feature enhancements; (e) Training or consulting needs; (f) Issues arising from unauthorized modifications to the software.
8. Refund Process
If a return is approved, refunds will be processed within 14 business days to the original payment method. Partial refunds may be considered based on usage duration and the nature of the defect. All digital access will be revoked upon processing of the refund.
9. Support and Assistance
Before considering a return, we strongly encourage customers to contact our support team for assistance. Many issues can be resolved through proper configuration, updates, or guidance. Our team is committed to helping you get the most value from your BetterSuite investment.
10. Contact Information
For defect reports, support requests, or return inquiries, please contact us at [email protected]. Include your account information and a detailed description of your issue for faster resolution.