Refund & Cancellation Policy

Last Updated: 01-August-2025

This Refund & Cancellation Policy (“Policy”) applies to all subscriptions and services provided by VistraSys Solutions (“Company”, “we”, “our”, or “us”) through our ERP SaaS platform (the “Service”). By subscribing to the Service, you (“Customer”, “you”, or “your”) agree to the terms of this Policy.

1. Subscription and Billing

The Service is billed on a subscription basis (monthly, quarterly, or annually, depending on your selected plan).
All fees are payable in advance and are non-refundable except as expressly stated in this Policy.
Subscriptions automatically renew at the end of each billing cycle unless canceled in accordance with Section 2.

2. Cancellation Policy

You may cancel your subscription at any time through your account dashboard or by contacting our support team at [support@vistrasys.com].
Cancellations take effect at the end of the current billing period.
You will continue to have access to the Service until your subscription expires.

3. Refund Policy

No Refunds for Partial Use: We do not provide refunds or credits for partial months of service, unused features, or periods of inactivity.
Initial Purchase: All initial subscription payments are non-refundable once the Service is activated.
Automatic Renewals: Renewal payments are non-refundable once charged. It is your responsibility to cancel your subscription before the renewal date.
Exceptional Circumstances: Refunds may be granted at our sole discretion in cases of proven system errors, duplicate payments, or where required by applicable law.

4. Free Trials and Promotions

If you sign up for a free trial, you will not be charged until the trial period ends.
To avoid charges, you must cancel before the trial period expires.
Promotional offers may be subject to additional terms, which will be disclosed at the time of the offer.

5. Account Termination

Upon cancellation or non-renewal, your account will remain accessible until the end of the billing cycle.
After termination, we may delete or anonymize your data within [90~120] days, unless required by law to retain it.

6. Changes to This Policy

We may update this Policy from time to time. The latest version will always be available on our website. If changes are material, we may notify you via email or Service notification.

7. Contact Us

If you have questions about cancellations or refunds, please contact us at:

VistraSys Solutions
support@vistrasys.com
+1(831)274-1470

Terms and Conditions

Last Updated: 01-August-2025

Welcome to VistraSys Solutions (“Company”, “we”, “our”, or “us”). These Terms and Conditions (“Terms”) govern your access and use of our cloud-based enterprise resource planning (ERP) software and related services (collectively, the “Service”). By registering for, accessing, or using the Service, you (“Customer”, “you”, or “your”) agree to be bound by these Terms.

If you do not agree to these Terms, you may not use the Service.

1. Eligibility

You must be at least 18 years old and have the legal authority to enter into these Terms on behalf of your organization.
You are responsible for ensuring that your use of the Service complies with all applicable laws and regulations.

2. Account Registration

To access the Service, you must create an account and provide accurate and complete information.
You are responsible for maintaining the confidentiality of your login credentials.
You agree to notify us immediately of any unauthorized use of your account.

3. License and Use of Service

We grant you a limited, non-exclusive, non-transferable license to use the Service for your internal business purposes, subject to these Terms.
You may not:
- Resell, sublicense, or distribute the Service.
- Attempt to reverse-engineer, decompile, or hack the Service.
- Use the Service in a way that could harm, disable, or impair its performance or security.

4. Subscription and Payment

The Service is provided on a subscription basis.
Fees, billing cycles, and payment methods will be specified at the time of subscription.
All payments are non-refundable except as required by law or as explicitly stated in these Terms.
We may suspend or terminate your access for failure to pay.

5. Data Ownership and Privacy

You retain all rights to data you upload to the Service (“Customer Data”).
By using the Service, you grant us a limited license to process, store, and use Customer Data solely for providing and improving the Service.
We implement reasonable security measures to protect Customer Data, but we do not guarantee absolute security.
Our handling of Customer Data is governed by our [Privacy Policy].

6. Service Availability and Support

We strive to maintain 99% uptime for the Service, excluding planned maintenance and events beyond our control.
Support channels and response times are outlined in your subscription plan.

7. Intellectual Property

All intellectual property rights in the Service, including software, designs, and content, remain our exclusive property.
You may not copy, modify, or create derivative works of the Service without prior written consent.

8. Termination

You may terminate your subscription at any time by following the instructions in your account.
We may suspend or terminate your access if you violate these Terms or fail to pay subscription fees.
Upon termination, your access to the Service will end, and we may delete your Customer Data after [90~120] days unless required by law to retain it.

9. Disclaimer of Warranties

The Service is provided “as is” and “as available.”
We disclaim all warranties, whether express, implied, statutory, or otherwise, including merchantability, fitness for a particular purpose, and non-infringement.
We do not guarantee that the Service will be error-free or uninterrupted.

10. Limitation of Liability

To the maximum extent permitted by law, our total liability to you for any claim arising out of or relating to the Service will not exceed the amount you paid us in the 12 months preceding the claim.
We will not be liable for indirect, incidental, consequential, or punitive damages.

11. Indemnification

You agree to indemnify, defend, and hold us harmless from any claims, damages, liabilities, and expenses arising out of your use of the Service, your violation of these Terms, or your infringement of any third-party rights.

12. Modifications

We may update these Terms from time to time. If we make material changes, we will notify you via email or through the Service.
Continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

14. Contact Information

If you have questions about these Terms, contact us at:

VistraSys Solutions
support@vistrasys.com
+1(831)274-1470

Service Level Agreement (SLA)

Effective Date: 01-August-2025

This Service Level Agreement (“SLA”) is part of your agreement with VistraSys Solutions (“Company”, “we”, “our”, or “us”) governing the provision of our cloud-based ERP software and related services (the “Service”).

1. Service Commitment

Availability:

We aim to provide 99% uptime for the Service, excluding scheduled maintenance and events beyond our control (force majeure).
Uptime is calculated monthly as:

$\text{Uptime \%} = \frac{\text{Total minutes in month} - \text{Downtime minutes}}{\text{Total minutes in month}} \times 100$

Scheduled Maintenance:

We may perform scheduled maintenance to improve the Service.
Maintenance notifications will be provided at least 72 hours in advance.
Scheduled maintenance does not count as downtime.

2. Support

Support Channels:

Email: support@vistrasys.com
Phone: +1(831)274-1470 (business hours only)

Response Times:

Issue Severity	Response Time	Resolution Target
Critical (Service Down)	1 hour	4 hours
High (Major functionality affected)	4 hours	1 business day
Medium (Partial functionality affected)	1 business day	3 business days
Low (General questions, minor issues)	2 business days	5 business days

Business Hours:

Monday – Friday, [MDT], 9:00 AM – 6:00 PM.

3. Incident Reporting

Customers must report incidents via the designated support channels.
We will provide an incident ticket and keep the customer updated until resolution.

4. Remedies

Service Credits:

If monthly uptime falls below 99%, you may be eligible for a service credit calculated as a percentage of the monthly subscription fee as follows:

Monthly Uptime	Service Credit
95% – 98.99%	5%
90% – 94.99%	10%
<90%	20%

Claim Process:

To request a service credit, contact support within 15 days of the incident.
Credits will be applied to your next subscription invoice.

Exclusions:

Downtime due to customer’s network, third-party integrations, force majeure events, or scheduled maintenance.

5. Customer Responsibilities

Ensure accurate account information.
Maintain secure access credentials.
Report issues promptly via the designated channels.

6. SLA Limitations

SLA does not constitute a guarantee or warranty of uninterrupted service.
The SLA remedies are the sole and exclusive remedies for service unavailability or downtime.

7. Modifications

We may update this SLA from time to time. Changes will be communicated via email or through the Service.

8. Contact Information

For questions or to report incidents:

VistraSys Solutions
support@vistrasys.com
+1(831)274-1470