Refund Policy

SIAM ON CLOUD provides enterprise software and services under signed commercial agreements with airlines, hotels, corporate travel programs, online travel agencies, and other travel businesses. Because each engagement is scoped around a specific implementation, integration, and subscription term, refund eligibility is primarily determined by the terms of that agreement. This Policy describes the principles we apply by default, absent more specific terms in your Order Form.

Where your Order Form, Master Services Agreement, or Statement of Work (“Client Agreement”) includes refund, cancellation, or credit terms that differ from this Policy, the terms of that Client Agreement apply. We encourage clients to review the payment and cancellation sections of their agreement, or to contact their account manager, before relying solely on this general Policy.

Subscription and platform license fees are billed in advance for the billing cycle set out in your Order Form (for example, monthly or annually) and are generally non-refundable, including for partial periods of use, except where required by law or expressly stated in your Client Agreement. If you cancel mid-cycle, you will typically retain access to the Services through the end of the period you have already paid for, unless your agreement specifies otherwise.

One-time fees for implementation, integration, custom development, data migration, or other professional services are billed based on work performed or milestones reached, as defined in your Statement of Work. These fees are generally non-refundable once the corresponding work has been delivered or the milestone has been reached. If a project is cancelled before a milestone is completed, we will invoice only for work actually performed up to the cancellation date, in accordance with the applicable Statement of Work.

Where we offer a trial, demo environment, or paid pilot program, the specific terms (including duration, scope, and whether any fees are refundable) will be communicated at the time the trial or pilot is set up. Unless otherwise agreed in writing, trial and demo environments provided at no charge are not eligible for any refund, since no payment has been collected.

Cancellation notice periods and effective dates are set out in your Client Agreement. Unless your agreement states otherwise, cancellation takes effect at the end of your current billing or contract term, and fees already invoiced for the current term remain payable. We recommend reviewing the renewal and termination clauses in your agreement, or contacting your account manager, well ahead of your renewal date if you plan to cancel.

If your Client Agreement includes a Service Level Agreement (SLA) with defined uptime or performance commitments, any remedy for failing to meet those commitments — such as service credits — will be calculated and applied as described in that SLA, rather than as a cash refund, unless your agreement states otherwise.

If you believe you have been billed incorrectly — for example, due to a duplicate charge, incorrect amount, or a service outage not reflected in your invoice — please contact us within 30 days of the invoice date. We will review the matter and, where an error is confirmed, issue a corrected invoice, credit, or refund as appropriate.

We may, at our discretion, offer a full or partial refund or credit outside of the terms above in circumstances such as a confirmed and prolonged failure to deliver the Services as contracted, or where required by applicable consumer or commercial protection law. Any such exception does not create an ongoing obligation or precedent for future requests.

To request a refund, billing correction, or service credit, please contact your account manager or reach our team using the details in Section 12, including your company name, invoice number, and a description of the issue. We aim to acknowledge refund and billing requests within a few business days.

We may update this Refund Policy from time to time to reflect changes in our business practices or applicable law. We will post the updated version on this page with a revised “Last updated” date. For active clients, changes affecting a signed Client Agreement will be handled according to the amendment terms of that agreement.

If you have questions about this Refund Policy or a specific invoice, please contact us: