Refund and Cancellation Policy

1. About This Policy

This Global Refund and Cancellation Policy (“Policy”) applies to online subscriptions to the Bluebird workforce management platform and related cloud-based services (“Service”).

Bluebird is provided by Advanced Solutions for Information Systems (“ASIS”), acting through the ASIS legal entity identified during checkout, in the applicable Order Form, subscription confirmation or invoice.

This Policy should be read together with:

• the Global Terms of Service;
• the Subscription and Billing Terms;
• the Privacy Policy;
• any applicable Order Form; and
• any country-specific terms presented to the Customer.

The Service is intended primarily for business and organisational customers.

Nothing in this Policy limits any mandatory refund, cancellation or statutory rights that cannot legally be excluded under applicable law.

2. Nature and Delivery of the Service

A Bluebird subscription provides a right to access and use a cloud-hosted software service for the selected subscription term.

It is a digital service. No physical product is shipped.

Following successful payment and completion of any required payment, security or account verification, ASIS will provision the Customer’s tenant and provide the necessary access details to the designated administrator.

Provisioning is normally completed promptly and generally within one (1) business day.

If access details have not been received within one business day, the Customer should contact sales@asis-it.com.

Where the subscription includes services requiring configuration, implementation or verification before activation, the applicable Order Form or checkout information may specify a different activation period.

3. First-Purchase Refund Period

As a commercial Customer benefit, a Customer purchasing a paid Bluebird subscription for the first time may request cancellation and a refund of the subscription fee within fourteen (14) calendar days from the date of the first qualifying purchase, subject to this Policy.

This first-purchase refund right:

• applies only to the first paid subscription purchased by that Customer;
• does not apply to renewals;
• does not apply to additional seats or users;
• does not apply to package upgrades;
• does not apply to add-ons purchased after activation;
• does not apply to professional services after work has commenced;
• and may cease to apply once the Service has entered substantial production use as described below.

The fourteen-day period is a contractual commercial benefit offered by ASIS and does not replace any mandatory rights available under applicable law.

4. Substantial Production Use

The first-purchase refund right may cease once the Customer has materially used the Service in live production.

Unless otherwise stated during checkout or in an Order Form, substantial production use may be considered to have occurred once either of the following thresholds is reached:

• more than twenty-five (25) active employee records have been created or activated; or
• more than five hundred (500) attendance transactions have been processed.

ASIS may also consider other clear evidence that the Customer has moved the Service from evaluation into ordinary operational use.

This restriction does not affect refund rights that cannot legally be excluded.

5. Refund Amount During the First-Purchase Period

Where a valid refund request is made under section 3 before substantial production use occurs, ASIS will refund the eligible subscription fee actually paid for the initial subscription.

Professional services, implementation, migration, integration, training, hardware and other separately charged items are governed by their respective sections below.

Approved refunds are normally returned using the original payment method.

6. Refunds After the Initial Refund Period

Except where this Policy expressly states otherwise or where required by applicable law, subscription fees become non-refundable after the applicable first-purchase refund period has expired.

No refund, credit or pro-rata repayment will normally be provided for:

• cancellation during a paid subscription term;
• voluntary cessation of use;
• non-use or limited use of the Service;
• reduction in employee numbers or headcount;
• removal of users or seats during the term;
• Customer organisational changes;
• migration by the Customer to another product;
• dissatisfaction with functionality that has been accurately described in the applicable product documentation;
• failure by the Customer to configure or use the Service correctly;
• suspension resulting from Customer breach or non-payment;
• or features not included in the purchased subscription package.

Mandatory rights under applicable law remain unaffected.

7. Professional Services and Setup Fees

Professional services may include:

• implementation;
• configuration;
• data migration;
• custom integration;
• consultancy;
• training;
• custom reports;
• technical services; and
• other separately quoted work.

Where professional-services fees have been paid but the relevant work has not yet commenced, the Customer may request cancellation and a refund of those unused professional-services fees, unless otherwise stated in the applicable Order Form.

Once the relevant work has commenced, professional-services fees are generally non-refundable.

Where work has partially commenced, ASIS may refund only the portion relating to work not yet performed, where appropriate and where permitted by the applicable Order Form.

8. Hardware and Third-Party Items

Where ASIS supplies hardware, attendance devices, biometric devices, cards, accessories, third-party licences or other physical or third-party products, those items are not governed solely by the refund rules for the Bluebird cloud subscription.

Applicable return, warranty, cancellation and refund terms will be stated in the relevant quotation, Order Form, invoice or third-party terms.

Unless expressly stated otherwise, opening, activating, installing, registering or using a third-party licence or device may affect eligibility for return or refund.

9. Subscription Expiry and Cancellation

Unless expressly stated otherwise during checkout or in an applicable Order Form, Bluebird online subscriptions do not automatically renew.

The Customer must actively choose to renew and complete payment for a new subscription term.

Accordingly, no cancellation notice is normally required to prevent renewal.

If the Customer does not renew, the subscription will expire at the end of the paid term.

The Customer may stop using the Service at any time. However, stopping use before the end of a paid subscription term does not create a right to a refund unless expressly provided by this Policy or required by applicable law.

The consequences of expiry, including reminders, access restrictions, data export and retention, are governed by the Subscription and Billing Terms and the Global Terms of Service.

10. Seat Additions and Reductions

Seat Additions

Seats, employee capacity or other usage capacity added during a subscription term may be charged on a pro-rata basis for the remaining portion of the term, according to the applicable pricing model.

Charges for added capacity are generally non-refundable once the additional capacity has been activated.

Seat Reductions

Requests to reduce seats or employee capacity generally take effect at the start of the next subscription term.

No refund, credit or carry-forward will normally be provided for seats or capacity removed during an already-paid term.

11. Package Upgrades and Downgrades

Upgrades

Package upgrades may take effect immediately.

The Customer may be charged the applicable difference for the remaining subscription period on a pro-rata or other basis displayed at the time of upgrade.

Upgrade fees are generally non-refundable once the upgraded functionality has been activated.

Downgrades

Package downgrades normally take effect at the beginning of the next subscription term.

No refund or credit will normally arise from a downgrade requested during an active paid term.

12. Add-Ons

Add-ons may include additional modules, capacity, APIs, advanced reports, integrations or other optional functionality.

Unless otherwise stated:

• add-ons activated during a paid term may be charged for the remaining term;
• activated add-ons are generally non-refundable;
• removal of an add-on normally takes effect at renewal or the next subscription term.

Specific add-ons may be subject to separate commercial terms.

13. Circumstances Where ASIS Will Provide a Refund

Subject to verification, ASIS may provide a full or partial refund outside the first-purchase period in the following circumstances:

13.1 Duplicate Payment

Where the same Customer order has been charged more than once in error.

13.2 Failure to Provision

Where payment has been successfully received but ASIS is unable to provision the purchased Service and cannot provide a reasonable alternative.

13.3 Billing Error

Where ASIS has charged an amount that was not properly payable under the applicable order.

13.4 Termination by ASIS for Convenience

Where ASIS terminates a prepaid subscription for its own convenience and the termination is not caused by Customer breach, unlawful use, non-payment or another act or omission of the Customer, ASIS may refund the unused prepaid portion of the affected Service on a pro-rata basis.

13.5 Unauthorised Transaction

Where a transaction is reasonably demonstrated to have been made without the authorised account holder’s or cardholder’s permission.

ASIS may require reasonable supporting information before processing such a claim.

13.6 Mandatory Legal Rights

Where applicable law requires ASIS to provide a refund, cancellation right or other financial remedy.

14. Service Availability and Refunds

The Service availability target stated in the Global Terms of Service does not automatically create a right to a refund.

Where the Customer has entered into a separate Service Level Agreement (“SLA”), any service credits or remedies relating to availability will be governed by that SLA.

Service credits, where applicable, are not cash refunds unless expressly stated.

15. How to Request a Refund

A refund request should be submitted to:

[REFUND / SUPPORT EMAIL]

The request should be sent, where reasonably possible, from the email address associated with the Customer account and should include:

• Customer or organisation name;
• order or invoice reference;
• tenant identifier, where available;
• transaction reference, where available;
• date of purchase;
• reason for the request; and
• any supporting information reasonably required.

ASIS will normally acknowledge a refund request within two (2) business days.

ASIS aims to provide a decision within ten (10) business days after receiving the information reasonably required to assess the request.

Complex cases involving fraud, payment disputes, banks, payment providers or third parties may require additional time.

Where a request is declined, ASIS will normally provide the reason.

16. Method of Refund

Approved refunds will normally be returned through the same payment method and payment channel used for the original transaction, where technically and legally possible.

ASIS will not normally issue a refund:

• in cash;
• to an unrelated third party;
• to a different payment card; or
• to an unrelated bank account.

Where the original payment method cannot accept a refund, ASIS may use another lawful and appropriately verified refund method.

17. Refund Processing Time

Once ASIS has submitted an approved refund to the applicable payment provider or financial institution, the final processing time is controlled by the relevant:

• payment provider;
• acquiring bank;
• card network;
• issuing bank; or
• financial institution.

ASIS cannot guarantee the date on which the refunded amount will appear in the Customer’s account or card statement.

Depending on the provider, country and payment method, settlement may take several business days and, in some cases, longer.

18. Currency Conversion

Refunds will normally be initiated in the currency in which the original transaction was processed.

Where the Customer’s bank, card issuer or payment provider applied a currency conversion, the amount ultimately received by the Customer may differ from the amount originally charged because of:

• exchange-rate changes;
• foreign-exchange spreads;
• bank charges; or
• card-network fees.

ASIS is not responsible for currency-conversion differences or third-party charges that are outside ASIS’s control.

19. Taxes

Where a refund is approved, the treatment of VAT, GST, sales tax or similar taxes will be determined according to applicable law and the original invoice.

ASIS may issue a credit note or other tax document where required.

Taxes that ASIS is not legally permitted to refund will not be included in the refund.

20. Chargebacks and Payment Disputes

If the Customer believes that a payment is incorrect, the Customer is encouraged to contact ASIS at sales@asis-it.com before initiating a chargeback or payment dispute.

This may allow the issue to be resolved more quickly.

Where a chargeback or payment dispute is raised, ASIS may provide the payment provider, acquiring bank, card network or other competent financial institution with information reasonably required to investigate the dispute.

This may include:

• order details;
• invoice details;
• subscription information;
• evidence of Service provisioning;
• usage information;
• applicable legal-document versions;
• electronic acceptance records;
• transaction references;
• support communications; and
• relevant account and technical records.

Such information will be disclosed only as reasonably necessary for dispute handling and in accordance with applicable privacy laws.

21. Improper or Abusive Chargebacks

Where ASIS reasonably determines that a chargeback or payment dispute was made fraudulently or abusively, or concerns a valid payment for a Service properly provided, ASIS may, subject to applicable law:

• suspend the affected account;
• restrict further purchases;
• recover unpaid amounts;
• recover reasonable chargeback-related costs where contractually and legally permitted; and
• take other remedies available under the Agreement or applicable law.

ASIS will not penalise a Customer merely for exercising a legitimate statutory or contractual dispute right.

22. Fraud and Abuse

ASIS may decline, suspend or investigate a refund request where there are reasonable indications of:

• fraud;
• identity misuse;
• account abuse;
• manipulation of Service usage;
• repeated refund abuse;
• payment-card misuse;
• chargeback abuse; or
• other unlawful conduct.

Where appropriate, ASIS may request further verification or refer the matter to the applicable payment provider, financial institution or competent authority.

23. Country-Specific Rights

Refund and cancellation rights vary by country.

Certain jurisdictions may provide customers with mandatory rights that override provisions of this Policy.

Where country-specific refund or cancellation rules apply, those rules may be described:

• during checkout;
• in an applicable Order Form;
• in country-specific terms; or
• in another mandatory legal notice.

Mandatory local law will prevail to the extent it cannot legally be excluded.

24. Changes to This Policy

ASIS may update this Policy from time to time.

Unless otherwise required by law, changes apply to purchases made on or after the effective date of the updated Policy.

A purchase will generally remain subject to the version of this Policy accepted or applicable at the time that purchase was made.

Each published version will display:

• a version number; and
• an effective date.

Superseded versions may remain available at archived permanent URLs such as:

/en/legal/refund/v1.0

25. Governing Contractual Framework

This Policy forms part of the contractual framework governing the Bluebird subscription.

The governing law and jurisdiction applicable to the contractual relationship are determined in accordance with the Global Terms of Service, the applicable ASIS contracting entity and any applicable country-specific terms.

Nothing in this Policy removes mandatory rights that apply under the laws governing the relevant transaction.

26. Language

This Policy may be published in multiple languages.

Where applicable law requires a specific language to prevail, that requirement will apply.

Otherwise, the controlling language may be identified during checkout or in applicable country-specific terms.

Where no controlling language is specified, the English-language version shall prevail in the event of inconsistency.

27. Contact

For refund, cancellation or billing enquiries, please contact:

Bluebird by ASIS

Advanced Solutions for Information Systems

Refund / Support Email: sales@asis-it.com

Billing Email: [BILLING EMAIL]

Telephone: 44479107 (Qatar) / 0224031965 (Egypt)

Website: https://bluebird.asis-it.com

The full legal name, registered address and registration details of the applicable ASIS contracting entity will be identified during checkout, in the applicable Order Form, subscription confirmation or invoice.

Document: Global Refund and Cancellation Policy

Version: v1.0

Effective Date: 1 January 2026