Refund & Cancellation Policy

1. Scope

This Refund & Cancellation Policy applies to all paid subscriptions to the Saldo platform, operated by Franchise Family Ltd (trading as Saldo), Company No. 17179848, registered in England and Wales, with its registered office at Stoney Works, 8 Stoney Lane, London SE19 3BD, United Kingdom. It forms part of, and should be read together with, our Terms of Service, Privacy Policy and Data Processing Agreement.

Saldo is a Software-as-a-Service (SaaS) product. We do not sell physical goods, so no return or shipping policy applies. This policy governs how monetary refunds and subscription cancellations are handled.

2. Pre-purchase evaluation

Saldo is a demo-led product. Before any commitment, prospects evaluate Saldo through a 15-minute demo run by us on their own live Jira instance — no credit card, no contract, no fee. There is no self-service trial that auto-converts to a paid plan. A subscription starts only after a signed order form (Standard) or a signed master services agreement (Enterprise), both of which are explicit acts on the customer’s side.

3. Subscription plans & billing

Saldo Standard is billed at a flat fee of £2,499 per month or £23,990 per year (saving £6,000), regardless of the number of Jira users in your workspace. Saldo Enterprise starts from £5,999 per month and is contracted on a custom order form. All prices are in pounds sterling (GBP).

• Standard monthly subscriptions are charged in advance on a recurring basis through our payment processor, Stripe. The billing cycle starts on the day you activate your plan and renews on the same day of each subsequent month.
• Standard annual subscriptions are billed once per year, in advance, via Stripe (card) or bank transfer (invoice on request). Renewal occurs twelve (12) months after activation unless cancelled.
• Enterprise subscriptions are invoiced monthly, quarterly or annually as set out in the order form. Bank transfer in GBP, EUR or USD is accepted.
• Applicable taxes (VAT in the UK / EU, sales tax elsewhere) are calculated and added at checkout via Stripe Tax for Standard, or stated explicitly on the order form for Enterprise.

4. Cancellation

You may cancel a Saldo subscription at any time. Cancellation takes effect at the end of the current billing period — you keep access to the platform until that date, and you will not be billed for the next period.

To cancel a subscription, you can:

• Send a written request to hello@saldo.team from the email address associated with your account, with the subject line “Cancellation Request”, or
• Use the cancellation flow inside your Saldo workspace (Settings → Billing → Cancel subscription), or
• Contact your dedicated Customer Success Manager (Enterprise tier).

We confirm cancellation in writing within two (2) working days. After cancellation takes effect, your data is retained for thirty (30) days so that you can request an export, after which it is permanently deleted in line with our DPA and Privacy Policy.

5. 14-day money-back guarantee (first paid month)

If you activate your first paid Saldo subscription and decide within fourteen (14) calendar daysof the first payment that the product is not the right fit, you may request a full refund — for any reason, no questions asked. Send a written request to hello@saldo.team with the subject line “Refund Request” from the email address on the account.

Approved refunds are processed back to the original payment method via Stripe within five (5) to ten (10) working days. Bank processing times may add additional delay.

6. Refunds for renewals

After the initial 14-day window, monthly subscription fees are non-refundable. Cancelling mid-cycle does not generate a partial refund — you keep access through the end of the period you have already paid for.

For annual subscriptions, we operate a goodwill exception: if an annual subscription is cancelled within the first thirty (30) days of a renewal period and the platform has not been actively used during that period (no logins, no data created, no integration calls), we may at our sole discretion offer a pro-rated refund for the unused portion. To request consideration, contact hello@saldo.team.

7. Service failures & SLA credits (Enterprise)

The Enterprise tier carries a signed Service Level Agreement (SLA) on response time and platform uptime. If platform availability over a calendar month falls below the SLA threshold (typically 99.9%) and the downtime is not caused by an excluded event — scheduled maintenance announced at least 48 hours in advance, force majeure, customer-caused issues, or third-party outages outside our control — you are entitled to a service credit applied to your next invoice. SLA credits are issued in lieu of a monetary refund.

The Standard tier targets 99.9% monthly uptime as a goal, but does not carry a contractual SLA. Standard tier customers experiencing a sustained outage can contact us at hello@saldo.team for a goodwill credit assessed case by case.

8. Non-refundable items

The following are not eligible for a refund under any circumstance:

• One-time professional services already delivered (custom integrations, data migration, bespoke report development, on-site training).
• Subscription periods consumed in part or in full beyond the 14-day money-back window.
• Charges that result from a violation of our Terms of Service leading to suspension or termination of the account.
• Setup fees on Enterprise contracts where setup work has already been performed.

9. Payment disputes & chargebacks

If you believe you have been charged in error, please contact us first at hello@saldo.team so we can resolve the issue directly. Most billing questions are resolved within one working day. Filing a chargeback without first contacting us may result in suspension of your workspace while the dispute is investigated.

10. Charges without an explicit subscription

Saldo has no self-service trial that auto-converts to a paid plan, so you will never be charged without an explicit upgrade action on your side — a signed order form or, on Enterprise, a signed master services agreement. If you believe a charge was applied that did not follow such an explicit act, contact us at hello@saldo.team and we will refund it in full within five working days while we investigate.

11. Statutory rights (UK / EU consumer law)

Saldo is sold business-to-business; the consumer protections of the UK Consumer Rights Act 2015 and the EU Consumer Rights Directive (2011/83/EU) do not generally apply to B2B SaaS sales. Where a customer qualifies as a consumer rather than a business, their statutory rights under applicable consumer protection law are unaffected by this policy.

12. Changes to this policy

We may update this Refund & Cancellation Policy from time to time. The current version is always available at https://saldo.team/refund. Material changes will be notified to active customers by email at least 30 days before they take effect, and only apply to subscriptions and renewals taking effect after the published date.

13. Contact

For any questions about cancellations, refunds, or billing:

• Operator: Franchise Family Ltd (trading as Saldo)
• Company No.: 17179848 · registered in England and Wales
• Registered office: Stoney Works, 8 Stoney Lane, London SE19 3BD, United Kingdom
• Email: hello@saldo.team