Refund & Cancellation Policy

Our commitment to fair and transparent billing

Effective Date: March 19, 2026

Last Updated: March 19, 2026

1. Overview

SipMX LLC ("SipMX", "we", "us", or "our") sells software licenses, cloud subscriptions, and professional services. All products and services are delivered electronically — we do not sell or ship physical goods. This policy explains how refunds and cancellations work for each product type.

2. Software Licenses

Software licenses include SipMX Core, SipMX Gateway, SipMX Tools, and SipMX DeviceSDK.

2.1 Refund Window

You may request a full refund within 14 days of the date the software was delivered to you (the date download access was provided), provided the software has not been deployed in a production environment.

2.2 Refund Process

Upon approval of a refund, the associated license key will be revoked and you must cease all use of the software. Any copies of the software must be deleted.

2.3 Non-Refundable Circumstances

  • Requests made more than 14 days after delivery
  • Software that has been deployed in a production environment
  • Licenses purchased under a custom or Enterprise agreement (governed by that agreement)

3. Cloud Subscriptions

Cloud subscriptions include SipMX Cloud Connect, Hub, Pro, and Enterprise tiers.

3.1 Refund Window

You may request a full refund within 14 days of your initial subscription purchase. This refund window applies to the first billing cycle only and does not apply to subscription renewals.

3.2 Cancellation

You may cancel your subscription at any time. Upon cancellation:

  • Your access continues until the end of the current billing period (monthly or annual)
  • No further charges will be made after the current period ends
  • No pro-rata refunds are issued for unused time remaining in the current billing period

3.3 Automatic Renewal

Subscriptions renew automatically at the end of each billing period (monthly or annually, depending on your plan). To avoid being charged for the next period, you must cancel at least 24 hours before the renewal date. You can cancel at any time from your account dashboard or by contacting us.

3.4 Price Changes

If we change subscription pricing, we will notify you at least 30 days before the change takes effect. You may cancel before the new pricing applies.

3.5 Free Tier

The Cloud Connect free tier involves no payment and is therefore not subject to refunds.

4. Professional Services

Professional services include paid technical support, consulting, integration assistance, and training.

4.1 Refund Eligibility

  • Unused hours: Pre-purchased support or consulting hours that have not been scheduled or consumed may be refunded in full
  • Consumed hours: Hours that have been delivered (meetings held, work completed) are non-refundable
  • Partially consumed packages: Refunds are issued for the unused portion only

5. Enterprise & Custom Agreements

Customers with signed Enterprise or custom agreements are governed by the refund and cancellation terms in their individual contract. This policy does not override those terms.

6. How to Request a Refund

To request a refund, contact us with:

  • Your name and email address associated with the purchase
  • Order number or transaction reference
  • Reason for the refund request

Email: billing@sipmx.com

Response Time: We will acknowledge your request within 2 business days

Processing Time: Approved refunds are processed within 5–10 business days to the original payment method

7. Billing Disputes

If you believe you have been charged in error or have a billing concern, please contact us at billing@sipmx.com before filing a dispute with your bank or credit card company. We are committed to resolving billing issues promptly and fairly. In most cases, we can resolve concerns faster than the formal dispute process.

8. Exceptions

We may, at our sole discretion, grant refunds outside the terms of this policy in cases of:

  • Duplicate or erroneous charges
  • Service outages that materially prevented use during the billing period
  • Documented technical defects that prevent the software from functioning as described

9. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with an updated effective date. Material changes affecting existing subscribers will be communicated via email at least 30 days in advance.

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