1. Overview
This Policy describes how Suite Profit Sp. z o.o. handles cancellations, pro-rated credits, and service-level credits for the enterprise subscriptions concluded under the Master Subscription Agreement available at /legal/terms. It applies to every Order Form signed by a Customer for a Group tier subscription, an Enterprise tier subscription, or a Pilot Programme. The Policy is not a consumer refund policy: because the Service is exclusively marketed to business Customers acting in the ordinary course of their hospitality operations, the framework applicable to consumer distance selling under the ustawa z dnia 30 maja 2014 r. o prawach konsumenta does not apply. Where a Customer nonetheless qualifies as a natural person operating under a professional registration in a manner that does not have a professional character for that person within the meaning of Article 3855 of the Polish Civil Code, section 12 of this Policy identifies the specific rules that apply to their situation.
2. Order-form-based subscriptions
Every subscription concluded with Suite Profit is documented on a written Order Form that identifies the Modules selected, the Properties in scope, the commercial fees, the invoicing cadence, and the initial Subscription Term. The Order Form supersedes any prior verbal understanding between the Parties. A cancellation therefore takes effect against the terms of that Order Form and is calculated by reference to the schedule of prepaid fees, if any, agreed for the Subscription Term. Where several Order Forms are in force in parallel, cancellation of one Order Form does not affect the others unless expressly stated in the notice of cancellation.
3. Notice periods
A Group tier subscription may be cancelled by the Customer for convenience with thirty (30) days' written notice, taking effect at the end of the calendar month during which the notice period expires. An Enterprise tier subscription may be cancelled by the Customer for convenience with sixty (60) days' written notice, likewise taking effect at the end of the calendar month during which the notice period expires. Notice must be given to the account executive whose name appears on the Order Form, with a copy by email to billing@suiteprofit.org and to sales@suiteprofit.org. Where the Customer wishes to align cancellation with a specific corporate reporting date, Suite Profit will consider a reasonable extension of the effective date on a case-by-case basis.
4. Pro-rated credit at cancellation
Where fees for the remainder of the Subscription Term have been prepaid, Suite Profit issues a pro-rated credit note for the unused portion of the term, calculated on a daily basis from the day following the effective date of cancellation. One-off fees for professional-services days, provisioning, or Customer-specific integration work recognised at commencement are not refunded, because those fees compensate services already rendered. The credit note is issued within fourteen (14) Business Days of the effective date of cancellation and is settled by bank transfer to the account from which the prepayment originated, unless the Customer requests offsetting against another outstanding balance.
5. Service-level credits
Where the monthly availability committed for a given tier (99.9% for Group, 99.95% for Enterprise) is missed in a calendar month, the Customer may claim a service credit calculated as five per cent (5%) of the fees invoiced for the affected Modules for that month per full percentage point of shortfall below the commitment, capped at thirty per cent (30%) of the monthly fee for the affected Modules. Claims must be submitted in writing to billing@suiteprofit.org within thirty (30) days of the end of the affected month, must identify the incidents relied upon, and must attach any operator-console evidence of impact. Suite Profit acknowledges receipt within five (5) Business Days and issues a substantive response within fifteen (15) Business Days.
The service credit is the Customer's exclusive remedy for a breach of the availability commitment. Nothing in this Policy prevents the Customer from exercising the termination-for-cause remedy set out in the Master Subscription Agreement where the breach is sufficiently material or persistent to justify it.
6. Pilot Programme early termination
Where a Pilot Programme is running for less than thirty (30) days at the moment when the Customer decides not to proceed to a wider deployment, and where the Customer supplies a written statement of the reasons for that decision within seven (7) days of the exit meeting, Suite Profit applies a fair-use exception and does not require the payment of the Pilot Programme fees that would otherwise have been due for the balance of the pilot period. Any usage that has already been incurred and invoiced remains payable in full. The purpose of the fair-use exception is to encourage genuine early-stage engagements without penalising a Customer that concludes in good faith, and following a documented evaluation, that the Modules do not meet its current operational needs, its integration constraints, or its internal governance requirements at the moment of the assessment.
7. Refund exceptions
Suite Profit does not issue refunds or pro-rated credits: (a) where the Order Form is terminated by Suite Profit for cause because of the Customer's material breach, including in particular a breach of the Acceptable Use Policy at /legal/aup or a persistent failure to pay invoices when due; (b) where the Order Form is terminated by the Customer during a fixed-term commitment for reasons other than an uncured material breach of Suite Profit, in which case fees remain due for the balance of the fixed term; (c) for professional-services days already delivered; (d) for one-off provisioning or integration fees recognised at commencement; and (e) where the request results from a change of internal opinion at the Customer that is not accompanied by a documented failure of the Service to conform to its published specifications.
8. Credit issuance process
Requests for credits are submitted by email to billing@suiteprofit.org. Each request must include: the reference numbers of the invoices to which the request relates; the Order Form under which the invoices were issued; the reason for the request; and a nominated bank account for the settlement of any credit. Suite Profit acknowledges receipt of the request within two (2) Business Days and issues a substantive response within ten (10) Business Days. Where the request is accepted, the credit note is issued in structured electronic form and, once the ustawa o krajowym systemie e-Faktur (KSeF) is fully in force for the relevant transaction type, transmitted through KSeF using the identifiers supplied by the Customer.
9. Currency and bank transfer
Refunds and credits are settled in the currency in which the underlying fees were paid. Where the underlying fees were paid in euro (EUR), refunds are transferred to the Customer's designated account in euro. Where the underlying fees were paid in Polish zloty (PLN), refunds are transferred in PLN using the average exchange rate published by the National Bank of Poland (Narodowy Bank Polski, NBP) on the Business Day preceding the transfer, if a currency conversion is unavoidable. Bank charges applied by the Customer's bank are borne by the Customer.
10. Timeline for credit
The target timeline for the settlement of an approved credit is fourteen (14) Business Days from the date on which the credit note is issued. Delays caused by circumstances outside Suite Profit's control, in particular delays inherent in international correspondent banking, do not entail liability for Suite Profit. Where the Customer's bank rejects the transfer for reasons attributable to the Customer (for example an obsolete IBAN), Suite Profit contacts the Customer to obtain corrected details and re-attempts the transfer within five (5) Business Days of receiving them.
11. Disputes
Any dispute concerning the calculation or issuance of a credit is initially handled by the billing team at billing@suiteprofit.org. Where the dispute is not resolved to the Customer's satisfaction within fifteen (15) Business Days, the Customer may escalate the matter to the Commercial Director of Suite Profit by email to sales@suiteprofit.org, requesting an executive review. The Commercial Director convenes an internal review, involving the finance and product functions where relevant, and communicates a written outcome within a further fifteen (15) Business Days. Where the executive review does not resolve the dispute, the Parties will attempt to resolve it through voluntary mediation before the Centrum Mediacji przy Konfederacji Lewiatan or another mediator jointly designated by the Parties, before commencing litigation before the Sąd Okręgowy w Warszawie.
12. Micro-entrepreneur-consumer situations
Where the Customer is a natural person entered in the CEIDG whose contract with Suite Profit does not have a professional character for that person within the meaning of Article 3855 of the Polish Civil Code, the specific consumer provisions of the ustawa o prawach konsumenta may apply to that Customer, subject to the exception at Article 38 point 13 of the same Act concerning digital content supplied with the Customer's express consent. Suite Profit will assess the applicability of those provisions on a case-by-case basis and will not apply the ordinary enterprise notice periods where doing so would be inconsistent with the mandatory consumer framework.
13. Interaction with statutory rights
Nothing in this Policy limits the statutory rights of the Customer under Polish or European Union law, in particular the rights that arise from a material non-conformity of the Service under the Polish Civil Code. Where the Customer relies on a statutory right, the Customer is invited to identify that right in the request submitted to billing@suiteprofit.org, so that Suite Profit may respond in accordance with the applicable legal framework.
14. Governing law
This Policy is governed by the laws of the Republic of Poland. Any dispute arising out of or in connection with it is subject to the exclusive jurisdiction of the Sąd Okręgowy w Warszawie (Regional Court in Warsaw), subject to any mandatory competence rule of Applicable Law that grants the Customer a right of action before another court.
15. Changes to this Policy
Suite Profit may amend this Policy from time to time to reflect changes in Applicable Law, guidance from competent authorities, evolutions of the Modules, or lessons learned from the handling of prior cancellation requests and service-credit claims. Material amendments are notified to Customer administrators by email at least thirty (30) days before their effective date, and the version and effective date at the top of this Policy always identify the current text. Amendments do not apply retroactively to cancellation notices already delivered or to service-credit claims already submitted under a preceding version.
16. Contact
Billing and credit questions may be addressed to billing@suiteprofit.org. Commercial escalations may be addressed to sales@suiteprofit.org. General support requests may be addressed to support@suiteprofit.org. Data-protection questions relating to the retention of accounting records may be addressed to the Data Protection Officer, Aleksandra Kwiatkowska, at dpo@suiteprofit.org. Suite Profit Sp. z o.o. is registered under KRS 0001102845, NIP 523-456-78-90, REGON 528 145 906, with fully paid-up share capital of PLN 10 000, seated at ul. Nowogrodzka 42 lok. 11, 00-695 Warszawa, Polska, and holds its principal banking relationship with PKO Bank Polski (IBAN PL72 1050 1214 0000 0345 6789 1234).