Privacy Policy

Effective Date: August 20^th, 2025

This policy governs the terms of refunds and cancellations for services provided by Sotena Group LLC ("Sotena Group," "we," "us," or "our"). By subscribing to or utilizing any of our services, the Client ("you") agrees to this policy.

1. Subscription Services (CRM, SaaS, Recurring Services)

1.1. General Non-Refundable Policy

All fees paid for Subscription Services (including, but not limited to, CRM access, software-as-a-service platforms, and recurring maintenance) are non-refundable. This includes setup fees, implementation fees, and recurring usage charges, regardless of the level of utilization by the Client.

1.2. Cancellation Procedure

To prevent the renewal of a subscription, the Client must submit a formal cancellation request via email to [Insert Email Address] or by phone at [Insert Phone Number].

• Timely Notice: The cancellation request must be received by Sotena Group at least three (3) business days prior to the next scheduled renewal date (e.g., if a monthly subscription renews on the 10th, the request must be received by the 7th).
• Effect of Cancellation: If notice is provided timely, the subscription will terminate at the end of the current billing cycle, and no further charges will be incurred. No refund will be issued for any pre-paid portion of the current subscription term.
• Late Notice: If notice is received less than three (3) business days prior to renewal, the subscription will automatically renew for the next term, and the associated fees will be charged and considered non-refundable.

2. Services Rendered Policy

2.1. Non-Refundable Status

Once a service has been rendered or completed, it is considered consumed, and all associated fees are strictly non-refundable. This applies to:

• One-time consulting hours.
• Training sessions conducted.
• Setup, configuration, or implementation fees for any service.
• Completed milestones in a custom project.

2.2. Hourly Rate for Commenced Work

If a service or project contract is cancelled after work has commenced, Sotena Group reserves the right to retain or charge for the time spent on the project at the hourly rate specified in the respective contract, up to the point of cancellation.

3. Custom Project and Contractual Services

3.1. Contract Overrides Policy

This base Refund and Cancellation Policy is superseded by the specific terms of any Project Contract or Master Services Agreement (MSA) executed between the Client and Sotena Group LLC.

3.2. Project Contract Cancellation Window

Unless otherwise explicitly stated in the Project Contract:

• The Client may cancel a Project Contract without penalty within forty-eight (48) hours of the contract signing.
• If cancellation occurs after this 48-hour window or after work has commenced, the Client will be responsible for all costs and fees incurred by Sotena Group up to the date of written cancellation, calculated at the contractual hourly rate.

4. Third-Party Sub-processors and Limited Liability

4.1. Client Consent and Acknowledgement

By utilizing Sotena Group services that rely on sub-processors (e.g., specific CRM features, hosting, payment gateways), the Client explicitly consents to the terms of service, privacy policies, and refund policies of those third-party providers.

4.2. Limitation of Liability

Sotena Group utilizes sub-processors to enhance service delivery. Sotena Group LLC is not liable for, and provides no refunds or credits for, any service failures, downtime, data breaches, or changes in terms caused by the actions, inactions, or policies of any third-party sub-processor. The Client's sole recourse for issues arising from sub-processor services is governed by the agreement between the Client and that sub-processor.

6. Discretionary Review and Customer Satisfaction

6.1. Commitment to Client Satisfaction

While Sotena Group maintains the strict non-refundable policies outlined above, Client satisfaction remains our priority. We are committed to fostering positive long-term relationships.

6.2. Discretionary Review of Requests

Sotena Group reserves the right, at its sole and absolute discretion, to review any request for a credit, refund, or service adjustment regardless of the stipulations in Sections 1 through 5 of this policy.

6.3. Effort and Determination

Upon receiving a request that falls outside of the standard refund terms, Sotena Group will:

• Put forth its best effort to understand the specific situation and circumstances presented by the Client.
• Review the request based on the history of the relationship, the nature of the issue, and the overall context.
• Any decision to grant a credit, partial refund, or adjustment is made on a case-by-case basis and does not constitute a precedent or obligation to offer similar accommodations in the future.

7. General Provisions

7.1. All Rights Reserved

Sotena Group LLC reserves the right to modify, amend, or terminate this Refund and Cancellation Policy at any time and in any manner. All rights not expressly granted to the Client herein are reserved by Sotena Group.

7.2. Governing Law

This Refund and Cancellation Policy and any disputes related to it shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law principles.

7.3. Contact for Cancellations

All formal notices and cancellation requests must be directed to:

Email: info@gosotena.com‍

‍Phone: +1 (888) 883-3332