Refund Policy

1. Overview

This Refund Policy explains when Sun Cluster Inc. ("Sun Cluster", "we", "our", or "us") may provide a refund for our software engineering services, productized service packages, subscriptions, and single-client deployments of our private trading web application (collectively, the "Services").

We are a Canadian software engineering company located at 1338 Wellington Street West, Unit 10, Ottawa, Ontario, K1Y 3B7, Canada. We are not a broker, dealer, or investment adviser, and we do not take custody of client funds. Refunds are about the purchase of our software and services, not trading outcomes.

2. Important Notes

• Canada does not generally require businesses to accept returns or provide refunds unless goods are defective; however, many businesses offer policies for customer clarity. This policy describes Sun Cluster’s standard approach.
• We do not make any promises of profit or performance. Trading losses are not refundable because Sun Cluster does not control your trading decisions or third-party brokers/exchanges.

3. Definitions

• "Custom Services" means time-based or milestone-based engineering work performed under a written statement of work, proposal, or order form.
• "Product Subscription" means a recurring subscription for access to our hosted software (including the Trading Desk App subscription).
• "Setup Fee" means a one-time implementation/deployment fee (for example, initial configuration and single-client deployment).
• "Refund" means a return of payment to the original payment method or another method we agree to in writing.

4. Refund Eligibility by Type of Purchase

4.1 Custom Services (one-time projects)

Custom Services are billed as described in your written agreement (e.g., fixed milestones or time-and-materials). Because Custom Services involve reserved engineering capacity and delivery of work over time:

• Deposits, kickoff fees, and time already spent are generally non-refundable once work has started.
• If you believe we failed to deliver work described in an accepted milestone, your primary remedy is correction/rework consistent with the statement of work.

If Sun Cluster materially fails to deliver the agreed scope and does not cure within a reasonable time after written notice, we may provide a prorated refund for the undelivered portion of fees paid for that specific milestone, as the sole refund remedy.

4.2 Product Subscription (monthly/annual)

• For Product Subscriptions, you can cancel future renewals in accordance with our Cancellation Policy. Unless required by applicable law, we do not provide refunds for partial billing periods.
• If you were charged in error (e.g., duplicate charge), we will correct it and issue a refund or credit as appropriate.
• If the Service is unavailable due to a Sun Cluster outage for a sustained period, we may offer a service credit at our discretion.

4.3 Setup Fees and Implementation Fees

• Setup Fees cover one-time work such as environment setup, single-client deployment, configuration, onboarding, and initial integration. Setup Fees are generally non-refundable once the setup work has started.
• If you cancel before any setup work begins and notify us in writing, we may refund the Setup Fee minus non-recoverable costs (if any).
• If setup work has begun, we may offer a prorated refund only for the clearly undelivered portion of the setup scope, at our discretion, unless your agreement states otherwise.

4.4 Third-Party Fees (non-refundable)

Third-party charges are not refundable by Sun Cluster. These may include broker/exchange fees, cloud hosting charges, domain fees, data provider fees, and any charges imposed by third-party platforms you choose to use.

5. What Is Not Refundable

Unless required by applicable law or explicitly stated in a written agreement, the following are not refundable:

• Trading losses, slippage, commissions, exchange fees, or performance outcomes in your accounts.
• Time already spent, completed milestones, delivered code, documentation, or other delivered work products.
• Setup work already performed and non-recoverable third-party costs.
• Subscription fees for partially used billing periods.

6. Statutory Rights

Nothing in this Refund Policy limits any rights you may have under mandatory consumer protection laws that apply to your purchase. Where the law requires a refund or specific remedy, we will comply.

7. How to Request a Refund

To request a refund, email contact@suncluster.ca and include:

• Your name and the email address used for the purchase.
• Invoice number or payment reference, if available.
• The product/service purchased and the reason for the request.
• Any relevant screenshots or supporting information.

We may ask for additional information to investigate billing errors or service issues. We aim to respond within 5 business days.

8. Refund Method and Timing

Approved refunds are issued to the original payment method when possible. Processing times vary by payment method and financial institution. If a refund to the original method is not possible, we may offer an alternative method or account credit.

9. Chargebacks and Payment Disputes

If you have a concern, please contact us before filing a chargeback. Chargebacks increase costs and may result in suspension of Services. We may share relevant information (e.g., invoices, proof of delivery, communications) with payment processors to respond to disputes.

10. Changes to This Policy

We may update this Refund Policy from time to time. If we make changes, we will post the updated policy and update the "Last updated" date. The revised policy applies to purchases made after the effective date unless otherwise required by law.

11. Contact

Sun Cluster Inc.
1338 Wellington Street West, Unit 10
Ottawa, Ontario, K1Y 3B7, Canada
Email: contact@suncluster.ca