Refund Policy 

Last updated: 21 May 2023 

Terms & Conditions

THESE TERMS AND CONDITIONS ("TERMS AND CONDITIONS") STATE IMPORTANT REQUIREMENTS REGARDING YOUR USE OF OKOVANGO SOFTWARE, INC. ERP/CRM SERVICE. PLEASE READ THEM CAREFULLY AS THEY CONTAIN IMPORTANT INFORMATION AND INSTRUCTIONS PERTAINING TO YOUR AND OUR RIGHTS AND OBLIGATIONS FOR THE OKOVANGO SOFTWARE, INC.

"AGREEMENT"

THESE TERMS AND CONDITIONS, TOGETHER WITH EACH ACCEPTED PLAN ORDER SUBMITTED BY YOU, THE ACCEPTABLE USE POLICY ("AUP") AND THE PRIVACY POLICY, STATE THE ENTIRE AGREEMENT BETWEEN YOU AND OKOVANGO SOFTWARE, INC. (THE "AGREEMENT"). You must agree to the Terms and Conditions in order to be eligible to use the OKOVANGO SOFTWARE, INC. Portal (defined below), or obtain Services (defined below). If you choose not to submit a Plan Order, then the entire "Agreement" between you and OKOVANGO SOFTWARE, INC. consists of these Terms and Conditions, and the AUP and the Privacy Policy.

“DEFINITIONS”

Certain terms defined in these Terms and Conditions are also used in the Privacy Policy and AUP and are incorporated by reference to these Terms and Conditions.

"YOU"

"You" means you individually, any person, including any employer that you are acting on behalf of. "SERVICES" AND "OKOVANGO SOFTWARE, INC. PORTAL"

These Terms and Conditions govern all plans available through OKOVANGO SOFTWARE, INC. COMPANIES Portal, and any use of the OKOVANGO SOFTWARE, INC. company’s Portal. In the event of any conflict, these Terms and Conditions control any Plan Order form that you submit requesting Services ("Plan Order").

Incident Services

OKOVANGO SOFTWARE, INC. offers incident based services, which entitles you to access our certified technical support agents 24/7 support for the number of incidents specified in the contract. An incident is calculated as an occurrence of defect that is reported by you. On your purchase of service, you are entitled to get support for any number of devices, for which support is covered under our software suite. You are entitled to get support for an unlimited number of devices. Unless otherwise communicated to you no additional payment will be required in your contract. In this duration, you are free to call our technicians any number of times for technical issues you are experiencing with OKOVANGO SOFTWARE, INC.

"MATERIALS"

"Materials" means any web casts, download areas, white papers, press releases, datasheets, FAQs, product information, quick reference guides, or other works of any kind that are made available to download from the OKOVANGO SOFTWARE, INC. Portal; said materials are the proprietary and copyrighted work of OKOVANGO SOFTWARE, INC. and/or its suppliers. The definition of "Materials" does not include the design or layout of the www.okovango.com web site or any other OKOVANGO SOFTWARE, INC. owned, operated, licensed or controlled site.

"SOFTWARE"

"Software" means a computer program of any kind, whether owned by OKOVANGO SOFTWARE, INC. or a third party, whether delivered via download, CD, other media, or other delivery method, including client and/or network security software. Elements of the Software are protected under copyright, trade secret, unfair competition, and other laws.

“SUBMISSION OF PLAN ORDERS; SERVICE PLANS”

You may order Services by submitting Plan Orders through the OKOVANGO SOFTWARE, INC. Portal. Once OKOVANGO SOFTWARE, INC. accepts the Plan Order submitted by you, you will receive an email from OKOVANGO SOFTWARE, INC. at the email address that you provide or have provided to OKOVANGO SOFTWARE, INC. as part of the Registration Process for the Services. OKOVANGO SOFTWARE, INC. is not responsible for rendering Services in connection with any Plan Order that it has not accepted. Upon acceptance by OKOVANGO SOFTWARE, INC. of a Plan Order, you will get the required Service Plan.

“UNDERTAKING”

Subject to the Terms and Conditions, and the specifics of each Service Plan, OKOVANGO SOFTWARE, INC. will address your query using commercially reasonable efforts in providing appropriate solutions under the Services. In most cases, OKOVANGO SOFTWARE, INC. will attempt problem diagnosis and a solution over the telephone, through chat or email, or other means as it deems most appropriate under the circumstances. All undertakings under Service Plans are subject to OKOVANGO SOFTWARE, INC. Limited Warranty, which is set forth below. For more information, please refer to our online documentation.

“PAYMENT”

Services against any Plan Order will be available once you have made payment for Services according to the requirements of the corresponding Plan Order. OKOVANGO SOFTWARE, INC. has no obligation to render Services under any Service Plan if the payments as required under any Plan Order have not been made.

“MONEY BACK POLICY”

You are entitled to receive 100% of your money back in case we are unable to service your ERP/CRM related needs to your satisfaction, or not solved within the stipulated time promised to you. If for any reason you are not wholly satisfied with the service, we will make every effort to resolve the issue. If you are still not satisfied with the same, we offer a money back policy. For this to happen, you would be required to send a mail to support@okovango.com stating your name, details of the plan and the reason for seeking a refund. We would revert to you within 7 working days.

“REFUND”

You will receive refund or partial refund or any credits for any charges already billed to your account in proportion to the amount of time left in your subscription period. The time left in your account would be calculated to the nearest month left in your service period. For example if you have a 1 year subscription and you chose to cancel the subscription in the third month of service you would receive a refund for the nine months left in your service.

There would be no refunds in case of incident based support if at least one of your issues has been successfully resolved. In case you have used our service and still file for a refund, your account may become ineligible to receive a refund from us, as stated below:

- For our subscription-based plan the Money-Back Guarantee is valid for 15 days, beginning at the time of online purchase.

Breach and Disputes

If at any time any questions, dispute or difference whatsoever shall arise between the Customer and the Company upon, in relation to, or in connection with the Contract either of the parties may give to the other notice in writing of the existence of such question, dispute or difference and if it cannot be resolved to their satisfaction the same shall be referred to the arbitration of a person to be mutually a
greed upon.

The contract shall be governed by the US Law.