Refund and Cancellation Policy

AndonEAM is generally sold through a business order form that defines the subscription term, scope, pricing, invoicing, renewal, and any service remedies. This policy explains our default approach when those matters are not addressed in a signed agreement. If an order form, master services agreement, statement of work, service-level agreement, or other agreement signed by AndonEAM says something different, that agreement controls.

1. Committed subscriptions and services

Fees for a committed subscription term, implementation project, pilot, or professional service are due according to the applicable order form. Unless that agreement expressly allows early cancellation, a request to stop using the service does not cancel amounts committed for the current term or completed project milestones. Usage below purchased capacity does not by itself create a credit or refund.

2. Renewal and non-renewal

Renewal terms and any notice deadline are stated in the order form. To prevent an unwanted renewal, send a non-renewal request using the notice method and within the period specified there. If the order form does not provide a process, contact billing@andoneam.com before the current term ends. We will confirm the effective end date after reviewing the account and agreement. Access, data export, and deletion after expiration are governed by the applicable agreement and Privacy Policy.

3. Refunds and credits

Business subscription and service fees are non-refundable and non-creditable except where the applicable agreement expressly provides otherwise, AndonEAM confirms a billing error, or applicable law requires a remedy. We do not promise prorated refunds for unused time, delayed customer onboarding, customer-controlled integration issues, or a decision not to use available features. Any mutually agreed pilot acceptance, milestone, termination, or service-credit terms remain controlling.

4. Billing errors and duplicate charges

If you believe an invoice or payment is incorrect, contact billing@andoneam.com promptly and include the customer name, invoice number, charge date, amount, and a description of the issue. Do not email card numbers, passwords, or confidential operational data. We will review the account records and agreement. If we confirm an error, we will correct the invoice or provide the refund or credit appropriate to the payment method and agreement. You should pay undisputed amounts when due while a good-faith dispute is reviewed.

5. Service levels

A service interruption does not automatically create a cash refund. If your order includes an SLA, eligibility, measurement, claim timing, and the form of any service credit are determined exclusively by that SLA. A service credit is not exchangeable for cash unless the signed agreement specifically says so.

6. Suspension or termination

Suspension for a security risk, unlawful use, material breach, or overdue undisputed amounts does not by itself waive payment obligations. The financial consequences of termination—including any fees due, approved credits, transition assistance, and data return—are governed by the applicable agreement. Nothing in this policy limits a remedy expressly available for AndonEAM's uncured material breach under that agreement.

7. Statutory rights

Nothing in this policy excludes a refund, cancellation right, or other remedy that applicable law does not allow the parties to waive. Although AndonEAM is intended for business use, any mandatory rights available to an eligible customer remain unaffected.

8. Contact

Send billing and cancellation questions to billing@andoneam.com. For general account assistance, email info@andoneam.com. A request is not effective until handled according to the notice provisions in the applicable agreement.