Refund Policy

1. Purpose

This Refund Policy explains when a customer may be eligible for a refund, credit or payment adjustment for purchases made directly from TP-CAMP in connection with TP-CAMP OneSuite (“OneSuite,” “we,” “us,” or “our”).

This Policy applies to eligible purchases of OneSuite plans, application access, seats, add-ons, onboarding, support and other services purchased directly from TP-CAMP.

Cancellation, non-renewal and expiry of OneSuite access are addressed separately in the TP-CAMP OneSuite Cancellation Policy.

This Refund Policy should also be read together with the TP-CAMP OneSuite Terms of Service and Privacy Policy.

2. General Refund Rule

OneSuite provides digital software and services that may become available shortly after payment or account activation.

Accordingly, payments for activated OneSuite access are generally non-refundable, except:

• where a qualifying circumstance under this Policy applies;
• where TP-CAMP expressly agrees otherwise in writing;
• where specific refund terms were presented as part of the purchase; or
• where a refund is required by applicable law.

Purchasing OneSuite and subsequently deciding not to use the Services does not ordinarily create a right to a refund.

3. Qualifying Refund Circumstances

TP-CAMP may approve a full or partial refund, account credit, service extension or other appropriate payment adjustment where investigation confirms circumstances such as:

• a duplicate charge;
• an incorrect amount charged by TP-CAMP;
• a payment-processing error;
• a payment collected for a product or service that TP-CAMP is unable to provide;
• an incorrect OneSuite plan, seat or add-on being activated because of an error attributable to TP-CAMP;
• a material technical failure attributable to TP-CAMP that prevents access to the purchased core Service for a substantial period and cannot reasonably be corrected;
• an unauthorized transaction for which the customer is not responsible; or
• another circumstance where a refund is required by applicable law.

TP-CAMP may first attempt to correct the charge, restore the purchased Service, activate the correct plan or add-on, extend the customer's access period, or otherwise remedy the problem before determining whether a monetary refund is appropriate.

4. Technical Problems

A minor software bug, temporary service interruption, scheduled maintenance period, or issue affecting a non-essential feature does not automatically qualify for a refund.

Where a technical issue materially prevents the customer from accessing the purchased core Service, the customer should report the issue promptly and provide enough information for TP-CAMP to investigate.

TP-CAMP may attempt to restore the Service before approving a refund.

Where appropriate, TP-CAMP may provide an account credit or extend the customer's access period instead of issuing a monetary refund, provided this does not affect a refund right that must be provided under applicable law.

5. Digital Access Already Provided

Once paid OneSuite access has been activated and made materially available to the customer, the associated payment is generally non-refundable.

Refunds will not ordinarily be provided solely because the customer:

• changes their mind;
• decides not to use OneSuite;
• uses the Services less than expected;
• no longer requires the Services;
• changes business direction;
• fails to make use of available features; or
• expected functionality that was not represented as included in the purchased plan or service.

This section does not affect mandatory rights available under applicable law.

6. Trials and Complimentary Access

TP-CAMP may provide free trials, demonstration access, complimentary accounts or other no-charge access arrangements.

Because no purchase price is paid for complimentary access, unused trial or complimentary access has no cash refund value.

Where a customer later purchases a paid OneSuite plan, the paid purchase becomes subject to this Refund Policy.

A trial or complimentary account does not itself create an entitlement to a refund for a later paid purchase.

7. Seats and Digital Add-Ons

OneSuite customers may purchase additional seats or other digital add-ons.

Once an additional seat, capacity increase or digital add-on has been activated or materially used, the associated charge is generally non-refundable.

If an add-on was purchased accidentally and has not been activated, assigned, consumed or materially used, TP-CAMP may consider a refund request made promptly after purchase.

Any specific refund terms displayed when purchasing an add-on will take precedence over this general provision.

8. Onboarding, Setup and Professional Services

TP-CAMP may offer paid onboarding, setup, implementation, support, consulting, administration or other professional services separately from standard OneSuite software access.

Where professional services are governed by a quotation, invoice, statement of work, engagement agreement or other contract, any specific refund terms contained in that agreement will apply.

Unless otherwise agreed, fees relating to professional services are generally non-refundable once the applicable work has commenced, to the extent permitted by law.

If work has not commenced, TP-CAMP may review a refund request and determine whether a full or partial refund is appropriate after accounting for any preparatory work, commitments or non-refundable costs already incurred.

9. Third-Party and Pass-Through Costs

Certain services may involve costs payable to external organizations or service providers.

These may include registration fees, filing fees, processing fees or other third-party charges incurred on behalf of a customer.

Amounts that TP-CAMP has already paid, committed or incurred with an external provider are generally non-refundable unless TP-CAMP is able to recover those funds.

Any refund may therefore exclude legitimate non-refundable third-party or pass-through costs.

10. Beta and Developing Features

Certain OneSuite features may be identified as beta, preview, early access, experimental or under active development.

Such features may change, contain errors, experience interruptions or be modified as OneSuite develops.

A problem affecting a beta or developing feature does not automatically qualify the customer for a refund where the purchased core OneSuite Service remains materially available.

This does not limit rights that cannot lawfully be excluded.

11. Promotional Pricing and Discounts

TP-CAMP may offer promotional prices, discounts, credits or specially negotiated arrangements.

Where a promotion contains specific refund conditions, those conditions will apply to the promotional purchase.

A refund for an eligible discounted purchase will generally be based on the amount actually paid, rather than the standard or undiscounted price.

Discounts, promotional credits and complimentary benefits do not ordinarily have separate cash value.

12. Refund Request Period

Customers should report suspected billing errors, duplicate payments or other refund issues as soon as reasonably possible and preferably within seven (7) days of the transaction or discovery of the issue.

A refund request should include enough information for TP-CAMP to identify and investigate the transaction, including where available:

• account holder or business name;
• OneSuite account email;
• transaction date;
• amount and currency;
• transaction or payment reference;
• affected plan, seat, add-on or service;
• reason for the refund request; and
• relevant supporting information.

The seven-day administrative request period does not remove or restrict a legal right that cannot lawfully be limited.

13. Review of Refund Requests

Submitting a refund request does not automatically mean that a refund will be approved.

TP-CAMP may review:

• payment records;
• account activation information;
• access records;
• relevant technical records;
• service usage;
• communications relating to the transaction;
• whether the Service was delivered;
• whether an alternative remedy is appropriate; and
• any other information reasonably necessary to investigate the request.

TP-CAMP may request additional information from the customer before completing its review.

14. Approved Refunds

Where a monetary refund is approved, TP-CAMP will ordinarily return the funds through the original payment method where reasonably possible.

The amount refunded may be full or partial depending on the circumstances.

Where appropriate, legitimate non-refundable third-party costs or portions of professional work already completed may be deducted from the refundable amount, subject to applicable law and the applicable agreement.

TP-CAMP may require reasonable account or transaction verification before releasing a refund.

15. Refund Processing Time

Once TP-CAMP has approved and released a refund, the time required for the funds to appear in the customer's account may depend on the payment provider, card issuer, bank, currency and financial network.

TP-CAMP cannot guarantee how quickly a financial institution will post an approved refund after the funds have been released by TP-CAMP or its payment provider.

Where the original payment method cannot reasonably accept a refund, TP-CAMP may arrange another appropriate refund method after completing any necessary verification.

16. Payment Disputes and Chargebacks

Customers are encouraged to contact TP-CAMP promptly where they believe a billing or payment error has occurred so that the transaction can be investigated.

Nothing in this Policy prevents a customer from exercising a legitimate right to dispute an unauthorized or incorrect transaction through their bank, card issuer or payment provider.

Where a payment dispute or chargeback is opened, TP-CAMP may provide relevant transaction, account, access and communication records to the applicable payment provider where reasonably necessary to respond to the dispute.

Fraudulent, knowingly false or abusive payment disputes may result in restriction of the associated OneSuite account and may be investigated by TP-CAMP or the applicable payment provider.

17. Failed, Reversed or Incomplete Payments

A payment authorization does not necessarily mean that TP-CAMP successfully received the funds.

Where a payment fails, is reversed, remains incomplete or is rejected by the payment provider, OneSuite access may not be activated until valid payment is confirmed.

If a customer's account appears to have been charged but OneSuite does not reflect successful payment, the customer should contact TP-CAMP so the transaction can be investigated before attempting repeated payments.

If duplicate payments result from a verified payment-processing issue, the duplicate amount may qualify for a refund under this Policy.

18. Suspension for Misuse or Breach

Where access is restricted or terminated because of fraud, abuse, unauthorized activity, non-payment, misuse of the Services or a material violation of the TP-CAMP OneSuite Terms of Service, the customer is not automatically entitled to a refund.

Any refund entitlement will depend on the circumstances, applicable agreements and rights that cannot lawfully be excluded.

19. Mandatory Legal Rights

Nothing in this Refund Policy is intended to exclude, restrict or modify a refund, payment, consumer or other legal right that cannot lawfully be excluded or restricted.

Where applicable mandatory law provides greater protection than this Policy, the applicable legal requirement will prevail.

20. Changes to This Refund Policy

TP-CAMP may update this Refund Policy as OneSuite's products, payment systems, Services, business practices or applicable legal requirements evolve.

The latest version will display its effective or last-updated date.

Material changes may be communicated through the OneSuite website, account interface, email or another appropriate method.

Changes will not be used to retroactively remove a refund right that has already arisen under applicable law or the terms governing a completed purchase.

21. Contact and Refund Requests

Refund and payment enquiries should be submitted through the official TP-CAMP OneSuite contact or support channels.

Customers should provide sufficient account and transaction information for TP-CAMP to identify and investigate the applicable purchase.

The current Refund Policy will be available through the TP-CAMP OneSuite website.