Introduction
Bitsight is committed to providing our customers with clear and comprehensive information regarding our fulfillment policies. This document outlines our policies related to refunds, delivery, returns, and cancellations, so that our customers can make informed decisions and understand their rights and obligations when using Bitsight’s Software as a Service (SaaS) offerings.
Refund Policy
- Eligibility for Refunds: Customers are eligible for refunds only under specific conditions, including non-performance of the SaaS Services as described in the Documentation and failure to meet the service levels agreed upon in the Service Level Agreement (SLA) contained in the Main Subscription Terms and Conditions (or such other agreement governing a customer’s use of the services).
- Requesting a Refund: To request a refund, customers must submit a claim in writing to Bitsight, detailing the nature of the issue and how it breaches the agreed service levels or the performance as described in the Documentation.
- Processing Refunds: Upon receipt of a refund request, Bitsight will investigate the claim within a reasonable timeframe. If Bitsight determines that the claim is valid, a refund will be processed to the customer in the original form of payment within 30 days of such determination.
- Non-refundable Services: Fees paid for services already rendered or for other non-refundable services as specified in the Subscription Order or the Main Subscription Terms and Conditions (or such other agreement governing a customer’s use of the services) will not be eligible for refunds.
Delivery Policy
- Access to SaaS Services: For Orders received on or before a subscription start date, Bitsight will provide the customer with access to the SaaS Services on the subscription start date, as indicated on the applicable Order. For Orders submitted after a subscription start date, Bitsight will provide the customer with access to the SaaS Services within two business days of receipt of the Order.
- Service Availability: Bitsight makes commercially reasonable efforts to maintain the availability of the SaaS Services as per the terms outlined in the SLA.
Return Policy
- Digital Services: Given the nature of digital services, Bitsight does not offer returns of the SaaS Services. Customers are encouraged to review the service descriptions and SLA carefully before making a purchase.
Cancellation Policy
- Subscription Cancellations: Customers may cancel their subscriptions by providing written notice to Bitsight at least 30 days prior to the expiration of the current Subscription Term. Failure to provide timely notice will result in the automatic renewal of the subscription for a successive 12-month period.
- Effect of Cancellation: Upon cancellation, customers will lose access to the SaaS Services after the end of the current Subscription Term. Any data or content stored within the service will be handled in accordance with the terms of this Agreement and applicable data protection laws.
General Terms
- Changes to Policies: Bitsight reserves the right to modify any of these policies. Any changes will be communicated to customers in writing and will take effect at the start of the next Subscription Term.
- Dispute Resolution: In the event of a dispute related to these policies, customers are encouraged to contact Bitsight directly to seek a resolution before pursuing other remedies.
Contact Information
For any questions or concerns regarding these policies, or to submit a request or notification as outlined above, please contact Bitsight at:
- Email: [email protected]
Address: 111 Huntington Avenue, Suite 400, Boston, Massachusetts 01945, United States
This Fulfillment Policy is subject to the Bitsight Main Subscription Terms and Conditions or such other agreement governing a customer’s use of Bitsight’s SaaS Services and is subject to the terms and conditions outlined therein. By using Bitsight’s SaaS Services, customers agree to be bound by the terms of this Fulfillment Policy.