Return & Refund Policy

ISP CRM Cloud operates on a Software-as-a-Service (SaaS) subscription model. We offer cloud hosting, system integrations, database management, billing automation, and updates for Internet Service Providers (ISPs).

Because our services are digital and provisioning starts immediately upon subscription activation, this policy outlines cancellation, eligibility for refunds, and billing modifications to ensure a fair and transparent agreement.

To help you evaluate ISP CRM Cloud before purchasing, we provide a 14-day free trial on our entry-level packages.

• No credit card registration is required to start your free trial.
• You will have access to core management features, client database setup, and MikroTik test integrations.
• If you do not upgrade to a paid subscription by the end of the 14 days, your account will automatically downgrade to an inactive state, and you will not be charged.

You can cancel your subscription plan at any time through the billing dashboard of your admin portal or by emailing our billing support team.

Upon cancellation, your subscription will remain active until the end of the current billing cycle. You will not be billed for subsequent billing cycles. We do not provide prorated refunds for mid-cycle cancellations.

We stand behind the quality of ISP CRM Cloud. If you choose to upgrade to a paid monthly or annual subscription and find the software does not meet your business requirements, you may request a full refund within the first 7 calendar days of your initial payment.

To request a refund within this 7-day window, you must submit a written request to [email protected] detailing the reasons for your dissatisfaction. Refund requests received after this 7-day period are not eligible for refunds.

Certain setup costs and consumable add-ons are strictly non-refundable:

• One-Time Setup & Deployment Fees: Custom database setups, data migration from previous CRM systems, and initial environment deployments.
• SMS Gateway Credits: Any pre-purchased SMS packages or credits used for billing alerts and subscriber messages.
• Custom Development: Charges for custom features, custom API integrations, or interface personalizations developed specifically for your business.

Once your refund request is approved, we will process the refund to your original method of payment.

• Processing Timeline: Refunds are typically initiated within 5 to 10 business days after approval. The actual time for the funds to reach your account depends on your payment provider (mobile financial services like bKash/Nagad or commercial banks).
• Currency: Refunds are processed in the currency of payment. Any transaction fees, gateway costs, or currency conversion charges applied by your bank are non-refundable.

You can modify your subscription tier (upgrading or downgrading) at any point:

• Upgrades: When upgrading your plan (e.g. adding support for more active subscribers), the change will take effect immediately. We will charge you a prorated rate for the remainder of the current billing cycle.
• Downgrades: Plan downgrades will apply at the start of your next billing cycle. We do not refund differences in plan prices for mid-cycle downgrades. Please ensure you remove excess subscriber limits or integrations before downgrading to prevent data lockout.

We strive for 99.9% uptime. If a critical service interruption occurs on our server side that exceeds our Service Level Agreement (SLA) commitments, we will issue billing credits for future subscription periods.

Service credits are calculated based on the duration of the outage relative to your monthly subscription cost. Credits are not redeemable for cash refunds. Network disruptions caused by client-side equipment, router configuration errors, or ISP link failures are not eligible for credits.

If you believe there has been a billing error, please notify our billing department within 30 days of the invoice date. We will investigate and resolve any discrepancies as quickly as possible.

Charging back credit card payments or initiating disputes with payment gateways without first contacting our support team may result in the immediate suspension of your administrative dashboard access and connection synchronization.

For all billing issues, subscription cancellations, or refund inquiries, please get in touch with our finance team: