Refund and cancellation.

1. Overview

Sabee wants billing to be predictable and fair for every customer. This policy sets out, in plain terms, how cancellations, refunds, downgrades and chargebacks are handled for the Sabee platform, and it supplements the billing provisions of our Terms of Service. It applies to every plan sold directly through sabee.esesun.com or through a signed order form, unless that order form states different terms in writing.

As a general principle, we bill in advance for the period you are about to use, so a cancellation is forward-looking: it stops future charges rather than unwinding a charge for service you have already had access to, except in the specific windows described in Sections 3 and 7 below. If anything in this page seems to conflict with what a member of our team told you directly in writing about your specific account, the written, account-specific confirmation takes precedence for that account.

2. Monthly plans

Monthly subscriptions can be cancelled at any time, with no minimum term and no cancellation fee. Cancellation is effective at the end of the current monthly billing cycle: you keep full access through the remainder of the period you have already paid for, and no further charge is taken. Because the period already billed has been made available to you in full, we do not issue a refund for the unused portion of a cancelled monthly cycle, consistent with standard SaaS billing practice. If you cancel and reactivate within 30 days, your tenant configuration, rate plans and historical data are restored automatically at reactivation; after 30 days, standard data-retention rules under the Data Processing Addendum apply.

Mid-cycle plan changes on a monthly subscription — moving from a lower to a higher room-count tier, for example — are billed on a pro-rated basis for the remainder of the current cycle, since that is a case where you are gaining access to something new rather than giving something up; the reverse case, reducing tier mid-cycle, is treated as a downgrade under Section 5 and takes effect at the next renewal rather than immediately.

3. Annual plans

Annual subscriptions are billed once per year in advance at a discounted rate compared to twelve monthly payments. If you cancel within 30 days of the initial annual purchase or of an annual renewal, we will pro-rate a refund for the unused months remaining in that term, provided the account has not exceeded fair use under the acceptable use policy. Where the setup fee was waived for onboarding, that waiver is not clawed back on a within-window cancellation. After the 30-day window, annual plans are non-refundable for the remainder of the term except where Sabee is in material, uncured breach of its obligations under Section 13 of the Terms of Service, in which case the customer may claim a pro-rated refund for the remaining unused months as its remedy under that section.

4. Refund process

To request a refund under Sections 2 or 3, email billing@sabee.esesun.com with your account name and the reason for the request. We aim to acknowledge every refund request within one business day and to complete an approved refund within 10 business days, issued to the original payment method wherever technically possible. Where VAT was charged on the original invoice, an approved refund includes a proportional VAT credit, and we issue a corrected credit note so the refunded amount can be reclaimed or adjusted correctly in your own accounting records. If the original payment method is no longer valid (for example, an expired card), we will ask for updated bank details to complete a SEPA credit transfer instead.

A typical refund request goes through three stages: first, our billing team confirms the request falls within an eligible window under Section 2 or 3 (or, for a service credit, Section 7); second, finance processes the reversal with our payment processor, which is the step that usually takes the bulk of the 10 business days, since card networks impose their own settlement timing that we do not control; third, we send a confirmation email once the refund has been issued, including the amount, the corrected invoice number, and the expected date it should appear on your statement. If 10 business days pass without the refund appearing, contact billing@sabee.esesun.com referencing your original request and we will trace it with the payment processor directly.

5. Downgrades

You can downgrade to a lower plan tier at any time from account settings. Downgrades take effect at the start of your next billing cycle, not immediately, so that you retain the features and limits of your current plan for the remainder of the period you have already paid for. We do not issue a partial refund for the difference between your current and new plan for the remaining days of the current cycle; the lower price simply applies from the next renewal onward. If a downgrade would put your account over the new plan's room, user or feature limits, we will flag the affected items in account settings before the downgrade takes effect so you can adjust in advance.

6. Chargebacks

If you have a billing concern, please contact billing@sabee.esesun.com before initiating a chargeback with your card issuer or bank — most billing questions can be resolved directly and faster than a chargeback process allows. Where we become aware that a chargeback is being considered or has been filed, we will give you five days' notice by email before taking any account action, to give you the opportunity to withdraw the chargeback or provide clarifying information. An unresolved chargeback is treated as non-payment under Section 19 of the Terms of Service and may result in suspension of the account following that notice period, in addition to any chargeback fee passed through by our payment processor.

7. SLA service credits

Sabee targets 99.9% monthly platform availability. Where a subscription includes a formal service level agreement (available on Growth and Enterprise plans), and actual availability in a calendar month falls below target, the customer is entitled to a service credit applied to a future invoice, calculated as follows:

Service credits must be requested within 30 days of the end of the affected month by emailing billing@sabee.esesun.com, and are applied as a credit against a future invoice rather than a cash refund, unless the subscription has ended, in which case the credit is paid out under the process in Section 4. Scheduled maintenance windows, announced at least 48 hours in advance, and outages caused by force majeure events under Section 16 of the Terms of Service, are excluded from the availability calculation.

8. VAT handling

All Sabee invoices are issued with Estonian VAT applied according to the customer's location and VAT status: EU business customers with a valid VAT number provided at sign-up are generally invoiced under the reverse-charge mechanism, with VAT accounted for by the customer in its own jurisdiction; EU consumers and businesses without a valid VAT number are charged VAT at the applicable local rate under the EU's place-of-supply rules for digital services; non-EU customers are generally invoiced without EU VAT, subject to any local tax obligations of their own jurisdiction. Any refund issued under this policy carries a corresponding VAT adjustment on the credit note as described in Section 4.

9. Currency and payment method

All Sabee subscriptions are billed in Euro (EUR). Payment is accepted by major credit and debit card, or by SEPA direct debit for customers with an EU bank account. Card payments are processed by Stripe; Sabee never receives or stores raw card numbers, only a payment token. Refunds are issued in the same currency as the original charge; where your card statement shows a different currency due to your bank's own conversion, minor variance from currency conversion timing is outside Sabee's control.

Customers outside the eurozone should expect their card issuer or bank to apply its own foreign-exchange rate and, in some cases, a foreign-transaction fee, since Sabee bills only in EUR and does not offer multi-currency invoicing at this time. If a currency-conversion fee charged by your own bank is the primary concern behind a refund request, we are happy to discuss switching your payment method to SEPA direct debit if you hold or can open a EUR-denominated account, which typically avoids that fee entirely on future renewals.

9b. Payment method changes and expired cards

Refunds are, wherever possible, returned to the payment method that made the original charge. If your card has expired or been replaced since the original charge, most card networks still route the refund correctly by mapping the old card token to the new one held by your issuing bank; where that fails, we ask you to confirm the replacement card in writing so the refund can be re-issued to the new card, or, if you prefer, we can process the refund by SEPA bank transfer to a bank account you nominate. Bank-transfer refunds require you to provide IBAN, BIC and account-holder name, and are matched against the original invoice to confirm the account belongs to the paying entity before funds are released. For chargebacks where the card issuer has already returned the funds, no additional refund is issued from Sabee, since the amount has already been recovered through the card network.

Where a refund is issued in the same currency as the original charge but your bank has already converted the underlying transaction into another currency at a different rate, minor variance between the euro amount refunded and the local-currency amount that appears on your statement is a function of your bank's foreign-exchange handling and is outside Sabee's control. If the variance appears material — for example, a currency conversion timed against a large day-over-day rate move — contact billing@sabee.esesun.com with your original and refund statements attached, and we will review whether an adjustment is appropriate on a discretionary basis.

9c. Refund timing and notification

Once approved, refunds are queued to the payment processor within one business day, and typically land back on the original payment method within five to ten business days depending on the method: card refunds are usually visible within five business days, SEPA refunds within three to five business days once the payment processor has released them, and bank-transfer refunds within five to ten business days depending on intermediary banks. You will receive an email confirmation from billing@sabee.esesun.com when the refund is queued, including the refund reference number, the original invoice reference, the currency and amount, and the credit-note document that reverses the corresponding VAT entry. Where a refund has not appeared on your statement within the expected window, forward the confirmation email to billing@sabee.esesun.com and we will trace it with the payment processor.

10. Contact and version

For any billing, refund or cancellation question, contact billing@sabee.esesun.com. For general support, contact support@sabee.esesun.com. Postal address: Sabee Cloud OU, Rotermanni 8, 10111 Tallinn, Estonia. Legal entity: Sabee Cloud OU, registered in Estonia under company number 14975208, VAT EE102948371.

v3.1 Last updated 26 July 2026.