Return & Refund Policy

1. Scope

This Policy applies to payments made for Gr8Books Neo subscriptions, user or company add-ons, AI/OCR or storage add-ons, implementation or onboarding fees, and other Gr8Books Neo services where applicable. If a written Sales Quotation, Subscription Agreement, Order Form, or other signed agreement contains refund terms that are different from this Policy, the signed agreement will govern to the extent of the inconsistency.

2. Subscription Cancellations

You may cancel your subscription or revoke recurring payment authorization through your workspace billing and subscription settings or by contacting our billing/support team using the contact details below. Submit your request before the next scheduled billing date to stop the next renewal. We will confirm the cancellation and its effective date. Revoking authorization stops future automatic charges; it does not reverse a payment already processed or remove amounts already due. A renewal already charged is subject to the Return and Refund Policy.

Cancellation does not automatically entitle you to a refund for an already-paid subscription period that has started.

3. Non-Returnable Nature of Digital Services

Gr8Books Neo is a digital software-as-a-service product. Once access has been activated or the applicable service has been delivered, there is no physical return. Subscription fees, consumed usage, activated add-ons, completed implementation work, data migration work, training, customization, and third-party charges are generally non-refundable except when INTEGR8 approves a refund under this Policy or when required by applicable law.

4. When a Refund May Be Approved

INTEGR8 may approve a full or partial refund in the following situations:

• Duplicate or clearly erroneous payment for the same order or subscription.
• A payment was successfully charged but the corresponding Gr8Books Neo subscription or paid feature was not activated, and INTEGR8 is unable to provide the purchased service within a reasonable period after notice.
• INTEGR8 confirms a material billing error attributable to INTEGR8.
• INTEGR8 cancels a paid service before it is delivered and no reasonable substitute or credit is accepted by the customer.
• A refund is otherwise required by applicable Philippine law or expressly approved by INTEGR8 in writing.
• A recurring charge processed after a verified prior cancellation or revocation of authorization.

5. Situations Generally Not Eligible for Refund

Refunds are generally not available for:

• Change of mind after the subscription or service has been activated.
• Failure to use the system during an active paid subscription period.
• Lack of internet access, incompatible customer equipment, or customer-side technical issues not caused by Gr8Books Neo.
• Customer failure to provide required data, approvals, access, or cooperation needed for implementation or onboarding.
• Partially consumed subscription periods, unless INTEGR8 approves a prorated refund.
• Custom development, configuration, implementation, migration, consulting, or training work already performed.
• Third-party costs already incurred or non-refundable fees charged by payment, messaging, OCR, AI, cloud, or other external providers.
• Suspension or termination due to fraud, misuse, unlawful activity, or material breach of the applicable agreement.

6. Duplicate, Unauthorized, or Incorrect Charges

For duplicate or incorrect charges, please contact INTEGR8 promptly with the transaction date, amount, registered account or company name, payment reference, and supporting proof. If you believe a payment was unauthorized, notify INTEGR8 and your card issuer, bank, or payment provider promptly. INTEGR8 may request reasonable verification before processing a refund or billing adjustment.

7. Refund Request Procedure

To request a refund, the customer should send a written request to INTEGR8 and include: (a) customer/company name; (b) registered Gr8Books Neo email address; (c) invoice, order, or payment reference; (d) date and amount paid; (e) reason for the request; and (f) supporting documents, if any. Refund requests should be submitted as soon as reasonably possible after the billing issue is discovered. INTEGR8 may request additional information needed to validate the request.

Use the billing/support email below. Do not send your full card number, CVV, password, or one-time password. We will communicate the review outcome and, where approved, the refund amount and processing status.

8. Refund Processing

Approved refunds will normally be returned through the original payment method whenever practicable. INTEGR8 will generally initiate an approved refund within 5 to 10 business days after approval. The time for the amount to appear in the customer's account may vary depending on PayMongo, the card network, bank, e-wallet, or other payment provider. INTEGR8 is not responsible for processing delays caused solely by the customer's financial institution or payment provider.

The 5 to 10 business days above refers to INTEGR8 initiating the approved refund, not a guaranteed date for funds to appear. If the original payment method cannot accept a refund, we will coordinate an appropriate alternative with you. Payment-provider limitations do not remove refund rights required by law.

9. PayMongo and Payment Processing

Certain Gr8Books Neo payments may be processed through PayMongo Philippines, Inc. and/or its payment partners. Payment processing is subject to the applicable payment provider's own terms, operational rules, verification procedures, and processing timelines. A request submitted to INTEGR8 does not guarantee approval of a refund, and an approved refund may still be subject to the payment provider's processing requirements.

10. Recurring Payments and Renewals

Where recurring billing is enabled with the customer's authorization, the applicable subscription fee may be charged on each billing date until the subscription is cancelled in accordance with the applicable subscription terms. Customers should submit cancellation requests before the next scheduled billing date to avoid the next renewal charge. A renewal charge already processed is subject to this Policy.

Recurring Payments Terms and Conditions

11. Promotional, Discounted, and Bundled Plans

Promotional, discounted, bundled, or prepaid plans may have specific eligibility, minimum term, usage, or refund conditions stated in the offer, Sales Quotation, or Order Form. Those specific terms will apply together with this Policy.

12. Service Credits

Instead of a cash refund, INTEGR8 may offer a service credit, subscription extension, or account credit when appropriate. Any such credit will be subject to the terms communicated at the time it is granted and will not be redeemable for cash unless expressly stated.

A credit will not replace a legally required cash refund without your agreement where such an alternative is permitted by law.

13. Taxes and Government Charges

Refunds will be processed in accordance with applicable tax and invoicing rules. Where a refund requires a credit memo, credit note, adjustment document, or other accounting or tax documentation, the customer agrees to provide reasonable information needed to complete the adjustment.

14. Changes to this Policy

INTEGR8 may update this Policy from time to time to reflect changes in Gr8Books Neo, payment methods, business practices, or applicable law. The version posted or otherwise made available at the time of the relevant transaction will generally apply, subject to any mandatory legal requirements.