This Refund Policy explains when you can cancel a PEER subscription and receive a refund. It applies to subscriptions purchased from Magicsoft Asia Systems Pte Ltd (“Magicsoft”, “we”, “us”) and forms part of our Terms and Conditions. If anything here differs from the Terms and Conditions, the Terms and Conditions prevail.
Refund at a Glance
- An annual subscription can be cancelled for a partial refund if you ask within 14 calendar days of your Go Live Date.
- The refund equals the annual subscription fee minus one month.
- Monthly subscriptions, professional services, hardware and taxes are not refundable.
- Refunds are returned to the original payment method where reasonably possible.
- Refunds are processed within a maximum of 30 days after we receive your request.
Go Live Date
The Go Live Date is the date your account is first successfully created. We email a confirmation with your account details to your registered email address, and this email is the official record of the Go Live Date. Please verify and activate your account promptly after you receive the verification email. Unless we agree otherwise in writing, your account is treated as active from the Go Live Date, whatever date you complete verification.
Refund Eligibility
You can cancel your initial annual subscription and receive a partial refund of the Licence and Support subscription fee if all of the following apply:
- You submit the cancellation request within 14 calendar days of the Go Live Date.
- You submit it through Magicsoft's official support ticketing system, or by email to an authorised Magicsoft representative.
- The refund applies only to the initial annual Licence and Support subscription fee.
- For the refund calculation, the subscription is treated as having used at least one (1) full month of service on the Go Live Date.
Refund Amount = Annual Subscription Fee - One (1) Month Subscription Fee
Refunds are processed using the original payment method where reasonably possible. The refund process takes a maximum of 30 days after we receive your request.
What Is Not Refundable
The following are not refundable in any circumstances:
- Monthly subscriptions: monthly subscription plans are non-refundable.
- Professional services: fees for professional services, including implementation, system configuration, customization, software development, data migration, training, consulting and technical services, once the services have started, are partially completed or have been fully delivered.
- Hardware: any hardware, device, equipment or third-party product purchased or procured by Magicsoft on your behalf for use with the software.
- Taxes and government charges: all taxes, duties, withholding taxes, GST, VAT, sales taxes, import duties and other government-imposed charges collected or remitted by Magicsoft.
After the 14-Day Period
If you do not submit a cancellation and refund request within 14 calendar days of the Go Live Date, we treat you as having irrevocably accepted the subscription and related services, confirmed that the services delivered and in progress are satisfactory for your operational needs, and agreed to keep using them under the applicable terms. After this period all subscription fees are final and non-refundable, unless applicable law requires otherwise or Magicsoft expressly agrees in writing.
How to Request a Refund
Send your request within the 14-day period using either option:
- Submit a ticket at helpdesk.magicsoft-asia.com/support/tickets/new, or
- Email support@magicsoft-asia.com.
Please include your company name, the registered email address of your account, your order or invoice number, your Go Live Date and the reason for cancelling. We will review your request against this policy and reply in writing.
Cancellation and Renewal
An ongoing subscription can only be cancelled during the renewal notice period, which is sent with your invoice 30 days before the subscription expires. If we do not receive a response or confirmation at least 1 day before the expiry date, the subscription is treated as renewed and payable. If payment is not completed on the expiry date, the subscription is terminated. Any outstanding amount remains payable after termination. If you reactivate within 90 days after termination, the reactivation fee is waived. See section 7.5 of the Terms and Conditions.
Example Calculations
Example 1: Monthly plan, no refund. A customer subscribes to a monthly plan at SGD 1,000 per month and pays SGD 1,000 for the first month. The account is created on 1 June, which is the Go Live Date. On 5 June, the customer asks for a refund.
Monthly subscriptions are not refundable, so Refund Amount = SGD 0
To stop future renewals, the customer follows the cancellation steps in the Cancellation and Renewal section above.
Example 2: Non-refundable services and taxes. A customer pays SGD 12,000 for an annual subscription plus SGD 3,000 for implementation services, with 9% GST (SGD 1,350), a total of SGD 16,350. The Go Live Date is 1 October. On 12 October, the customer asks for a full refund.
Annual fee portion: SGD 12,000 - SGD 1,000 (1 month used) = SGD 11,000
Implementation fee: SGD 0 (not refundable once started)
GST: SGD 0 (not refundable)Total refundable: SGD 11,000. The implementation fee and the GST are not refundable.
Example 3: Annual plan refund. A customer buys an annual Licence and Support subscription at SGD 12,000 per year (SGD 1,000 per month). The account is created on 1 June, which is the Go Live Date. On 10 June, 9 calendar days later, the customer submits a valid cancellation request.
Refund Amount = SGD 12,000 - SGD 1,000 = SGD 11,000
Contact Us
Magicsoft Asia Systems Pte Ltd
2 Venture Drive, #24-01, Vision Exchange
Singapore 608526
Support ticket: helpdesk.magicsoft-asia.com/support/tickets/new
Email: support@magicsoft-asia.com
Related Policies
Please also read our Terms and Conditions and Privacy Policy.
