Legal

Refund policy

Version 2.3 · Last updated: 12 October 2026

This is a courtesy translation for information only. The Dutch text at suusiq.com/refund is the binding version.

1. Starting point

SUUS provides software as a service to business customers. The service is available immediately upon acceptance and from that moment SUUS incurs costs for infrastructure, speech and AI processing and support. Therefore: subscription fees are paid in advance and are not refunded, except in the cases set out below. This policy forms part of the terms and conditions.

2. Cancellation and refunds

The subscription runs for the term stated in the agreement (twelve or thirty-six months) and may be cancelled with effect from the end of a term, subject to a notice period of one month (article 10 of the terms and conditions). There is no cooling-off month.
Trial period: the first three months. If the Customer cancels no later than one month before the end of the trial period, the agreement ends at the end of the trial period and the Customer owes nothing further thereafter. Amounts paid for the trial period are not refunded; in the case of annual payment, SUUS refunds the part of the annual fee that relates to the period after the trial period.
If the Customer terminates during a term after the trial period in order to switch providers or have their data deleted, the subscription fees for the remainder of the term are due as compensation for early termination. Nothing is refunded in that case; any amount not yet paid appears on the final invoice.
Monthly payment: the monthly fee is paid in advance and is not refunded, not even pro rata.
Annual payment: the annual fee is paid in advance and is not refunded. A product supplied free of charge with annual payment lapses upon termination.
An agreement concluded under versions 2.1 to 2.3 inclusive of the terms and conditions remains cancellable at any time subject to a notice period of one month; in the case of annual payment, SUUS then refunds the part that relates to the whole months after the end of the agreement.
A monthly subscription entered into under an earlier version of the terms remains cancellable monthly with effect from the end of the current month; the current month is not refunded.

3. Usage and one-off services

Usage (call minutes, speech and AI processing, messages, scans, enrichment) is invoiced in arrears for usage actually delivered and is not refunded. In the event of a demonstrable metering error, SUUS corrects the amount on the next invoice or by credit note.
One-off services (onboarding, lead gen programmes) are not refunded once SUUS has started performing them.

4. When a refund does apply

Structural unavailability: if the service is unreachable for more than 72 consecutive hours due to a fault on the part of SUUS, the Customer is entitled to a pro-rata refund of the subscription fee for the affected period.
Duplicate or incorrect debit: the amount overpaid is refunded immediately.
Functionality not delivered: if a product agreed in the proposal demonstrably does not work and SUUS does not resolve this within 30 days, the Customer is entitled to a proportional refund for that product.

5. SEPA direct debit and payment cards

The Customer may have a SEPA direct debit reversed through their bank within 8 weeks. A reversal is not a refund and not a cancellation: the invoice amount remains due and SUUS may pass on the bank and administration costs of the reversal. Refund requests therefore always go through SUUS, not through the bank.
A chargeback on a payment card without prior contact with SUUS will be disputed by SUUS using the accepted agreement, the invoices and the usage data as evidence.
Approved refunds are returned via Stripe to the original payment method. For SEPA this usually takes 5 to 10 working days; for a payment card 5 to 10 working days depending on the card issuer.

6. Procedure

Send an e-mail to info@suusiq.com stating the organisation name, invoice number and reason. SUUS confirms receipt within 2 working days and decides within 10 working days.
An approved refund is initiated within 10 working days.

7. No free trial

SUUS does not offer a free trial. The subscription starts on the day of acceptance and is invoiced immediately. Anyone who wishes to see SUUS first can request a demo.

8. Disputes and contact

This policy is governed by Dutch law; disputes are submitted to the competent court in Amsterdam. Questions: info@suusiq.com.

1. Starting point

2. Cancellation and refunds

The subscription runs for the term stated in the agreement (twelve or thirty-six months) and may be cancelled with effect from the end of a term, subject to a notice period of one month (article 10 of the terms and conditions). There is no cooling-off month.
Trial period: the first three months. If the Customer cancels no later than one month before the end of the trial period, the agreement ends at the end of the trial period and the Customer owes nothing further thereafter. Amounts paid for the trial period are not refunded; in the case of annual payment, SUUS refunds the part of the annual fee that relates to the period after the trial period.
If the Customer terminates during a term after the trial period in order to switch providers or have their data deleted, the subscription fees for the remainder of the term are due as compensation for early termination. Nothing is refunded in that case; any amount not yet paid appears on the final invoice.
Monthly payment: the monthly fee is paid in advance and is not refunded, not even pro rata.
Annual payment: the annual fee is paid in advance and is not refunded. A product supplied free of charge with annual payment lapses upon termination.
An agreement concluded under versions 2.1 to 2.3 inclusive of the terms and conditions remains cancellable at any time subject to a notice period of one month; in the case of annual payment, SUUS then refunds the part that relates to the whole months after the end of the agreement.
A monthly subscription entered into under an earlier version of the terms remains cancellable monthly with effect from the end of the current month; the current month is not refunded.

3. Usage and one-off services

Usage (call minutes, speech and AI processing, messages, scans, enrichment) is invoiced in arrears for usage actually delivered and is not refunded. In the event of a demonstrable metering error, SUUS corrects the amount on the next invoice or by credit note.
One-off services (onboarding, lead gen programmes) are not refunded once SUUS has started performing them.

4. When a refund does apply

Structural unavailability: if the service is unreachable for more than 72 consecutive hours due to a fault on the part of SUUS, the Customer is entitled to a pro-rata refund of the subscription fee for the affected period.
Duplicate or incorrect debit: the amount overpaid is refunded immediately.
Functionality not delivered: if a product agreed in the proposal demonstrably does not work and SUUS does not resolve this within 30 days, the Customer is entitled to a proportional refund for that product.

5. SEPA direct debit and payment cards

The Customer may have a SEPA direct debit reversed through their bank within 8 weeks. A reversal is not a refund and not a cancellation: the invoice amount remains due and SUUS may pass on the bank and administration costs of the reversal. Refund requests therefore always go through SUUS, not through the bank.
A chargeback on a payment card without prior contact with SUUS will be disputed by SUUS using the accepted agreement, the invoices and the usage data as evidence.
Approved refunds are returned via Stripe to the original payment method. For SEPA this usually takes 5 to 10 working days; for a payment card 5 to 10 working days depending on the card issuer.