HSO Marine (collectively, “HSO,” “HSO Marine,” “we,” or “the Provider”) establishes the following refund policy applicable to all subscription services and professional services contracted.
1. GENERAL PRINCIPLE
Subscriptions to the Platform are non-refundable, except in the specific circumstances detailed below. This policy does not affect any rights that the laws of Mississippi, Florida, or other applicable jurisdictions may grant the Customer.
2. GROUNDS FOR REFUND
A full or partial refund of the fees paid will be granted in the following cases:
a) Duplicate Payment: If due to a technical or human error the Customer makes two or more payments corresponding to the same invoice or subscription period, the duplicate amount will be refunded within 10 business days after verification of the error. The Customer must notify customerservice@huronsmithoil.com attaching the payment receipts.
b) Incorrect Amount Charged: If HSO Marine invoices or charges an amount exceeding the one corresponding to the contracted plan or the current purchase order, the Customer shall be entitled to a refund of the difference, subject to review and confirmation by our billing team.
c) Software Issues Attributable to the Provider: In the event the Platform exhibits substantial defects or failures preventing its use in accordance with the Documentation and the contracted SLA, and such failures are exclusively attributable to HSO Marine (not to external factors, force majeure, or misuse), the Customer may request a proportional refund for the period during which the service was unavailable. To do so, the Customer must:
- Notify legal@huronsmithoil.com in writing, detailing the incident and its impact.
- Have granted HSO Marine a reasonable period (minimum 5 business days) to remedy the problem after the initial notification.
- If the problem persists and affects more than 50% of the contracted functionality for at least 72 consecutive hours, the amount corresponding to the days of unavailability will be refunded.
3. EXCLUSIONS
Refunds will not be granted in the following cases:
- Change of mind or general dissatisfaction not linked to a service defect.
- Breach of the Terms and Conditions by the Customer.
- Service suspension due to non-payment.
- Cancellation of an annual subscription after the first 30 days, unless one of the above causes applies.
- Issues arising from third-party systems not attributable to HSO Marine.
4. REQUEST PROCEDURE
Any refund request must be sent to customerservice@huronsmithoil.com or legal@huronsmithoil.com, including:
- Customer identification and invoice number.
- Detailed description of the reason and supporting documentation.
- Bank account or payment method for the refund.
HSO Marine’s team will acknowledge receipt within a maximum of 2 business days and will resolve the request within no more than 15 business days. Refunds will be processed using the same payment method originally used, unless otherwise agreed.
5. MODIFICATIONS
HSO Marine reserves the right to modify this Policy, notifying changes 30 days in advance. The current version will always be available on the Platform.