1. Policy Scope
Unitute maintains a fair refund framework for institutions subscribing to our cloud software services. This policy applies to payments made through official Unitute billing channels only.
2. Refund Eligibility
Refunds may be granted in specific scenarios, including:
- Duplicate billing for the same subscription period.
- Incorrect charge amount due to validated system errors.
- Payment captured after a valid cancellation request submitted on time.
- Service outage incidents where contractual obligations were materially unmet.
3. Non-Refundable Items
Unless required by law, the following are generally non-refundable:
- Partial subscription periods already consumed.
- Setup or onboarding fees that have been fully delivered.
- Third-party charges including gateway processing and bank transfer fees.
- Accounts suspended for policy or terms violations.
4. Request Process
4.1 Submission Window
Requests must be submitted within 14 calendar days of the relevant transaction date.
4.2 Required Details
- Institution name and registered billing email.
- Invoice number or transaction reference.
- Reason for refund with supporting evidence.
Requests should be sent to support@unitute.lk.
5. Review and Decision Timeline
Unitute reviews complete requests within 5 to 10 business days. Additional verification may be required for fraud screening, payment processor coordination, or contractual checks.
When approved, refunds are issued to the original payment method whenever possible. Processing timelines depend on your payment provider and financial institution.
6. Partial and Pro-Rata Refunds
At Unitute's discretion, pro-rata credits or partial refunds may be offered in exceptional cases, including extended service disruptions or migration events that materially impact contractual service delivery.
7. Chargebacks and Disputes
If a chargeback is filed without first contacting Unitute support, access may be restricted while the claim is investigated. We recommend resolving billing concerns directly through support before initiating external disputes.
8. Policy Updates
We may update this Refund Policy to reflect legal, operational, or service changes. The latest version will always be published on this page with a revised effective date.