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Refund Policy

This Refund Policy (“Policy”) governs the provisions regarding customer rights to request a refund for all products and services provided by PT Teknologi Nggoro Pratama (“Company”), including but not limited to:

  1. SaaS Services (Software as a Service)

  2. Modular ERP System (VetraFlow Growth, Fintool, HRtool, POS, and other modules)

  3. Implementation, Setup, Training, and Consultation Services

  4. Whitelabel Services / Engine Licensing to Partners

  5. On-Premise / Self-Hosted Licensing

By making a payment, accessing, or using the Company’s services, customers are deemed to have understood and agreed to all provisions within this Policy.

1. Definitions

For the purposes of this Policy, the following terms shall mean:

  1. SaaS Services: Software services based on a subscription model accessed through the internet (cloud).

  2. Implementation Services: Professional services including initial setup, configuration, data migration, training, integration, or consultation services.

  3. On-Premise Licensing: Software installed and operated on the customer’s own server.

  4. Partner/Agent: A party that obtains a whitelabel or engine license from the Company for usage or redistribution.

  5. End User: Any company or individual who uses the Company’s services.

2. General Refund Terms

2.1. All payments to PT Teknologi Nggoro Pratama are final and non-refundable, unless explicitly stated otherwise in this Policy.
2.2. The Company’s products are digital products & non-physical licenses, and therefore cannot be revoked once access has been granted.
2.3. The Company does not provide refunds for reasons related to changes in circumstances, business needs, or other subjective considerations from the customer.

3. Refund Policy for SaaS (Cloud) Services

3.1. Monthly Subscriptions

All monthly subscription payments are non-refundable once the service is active.

3.2. Annual Subscriptions

Refund requests for partial refunds may only be processed if all the following conditions are met:
a. The request is submitted within 7 (seven) calendar days from the payment date;
b. The account has not performed any significant activity (login, data input, transactions, module setup);
c. No customization, module adjustments, or specific configuration requests have been performed.

If any of the above requirements are not met, the customer is not eligible for a refund.

3.3. Service Disruption Compensation

Compensation for service disruptions is provided in the form of a service period extension, not a monetary refund.

4. Implementation, Setup & Consultation Services

4.1. All fees for implementation services, setup, data migration, training, API integration, and consultation are non-refundable.
4.2. These services involve allocated professional time and resources, and therefore cannot be canceled or refunded even if the customer discontinues use of the service.

5. On-Premise / Self-Hosted Licensing

5.1. Purchases of on-premise licenses, perpetual licenses, additional modules, or source code are final and non-refundable.
5.2. Once the software or access has been delivered, the Company has no technical ability to revoke the license; therefore, refunds do not apply.

6. Policy for Partners / Whitelabel / Engine Licensing

6.1. All fees related to whitelabel services, brand identity setup, dedicated domains, dedicated hosting, or special configurations are non-refundable.
6.2. Partner license fees, commissions, and monthly fees cannot be refunded.
6.3. Termination of partnership initiated by the partner does not constitute grounds for a refund.

7. Feature Mismatch or Expectation Issues

Refunds are not provided for reasons such as:

  • Features not matching customer expectations or perceptions

  • Customer not using the service after activation

  • Changes in business strategy

  • Decision to switch to another software

  • Certain modules not yet available

The Company continues to provide technical support according to service standards to help users maximize system benefits.

8. Force Majeure

The Company is not responsible for service failure or delays caused by circumstances beyond reasonable control, including but not limited to:

  • Natural disasters

  • Government policies

  • National network disruptions

  • Third-party infrastructure failures

  • Large-scale cyber attacks

No refunds are provided in force majeure conditions.

9. Refund Request Procedure (If Eligible)

9.1. Refund requests (that meet Section 3.2 criteria) must be submitted via:
Email: support@vetraflow.com
Subject: REFUND REQUEST – [Company Name] – [Service Type]

9.2. Required documents:
a. Proof of payment
b. Reason for the request
c. Account login email and Company ID

9.3. Evaluation will be conducted within 3–7 business days, and the decision will be communicated formally via email.

10. Policy Acceptance

By using the services of PT Teknologi Nggoro Pratama, customers acknowledge and agree to all terms of this Refund Policy, including any future amendments.