Refund Policy

1. Policy Overview and Scope

This Refund Policy ("Policy") outlines the terms and conditions for refunds on Sunday's recruitment marketplace platform ("Service"). This policy applies to all users, including employers, recruitment agencies, staff augmentation companies, and individual subscribers.

By using our Service, you acknowledge that you have read, understood, and agree to be bound by this Policy. This Policy is incorporated by reference into our Terms and Conditions and forms part of the legally binding agreement between you and Sunday.

2. Service-Based Refund Eligibility

Our refund policy varies by service type and is designed to ensure fair treatment while maintaining business sustainability:

2.1 FTE (Full-Time Employment) Placements

• Successful Placements: No refunds are provided for successful FTE placements, as our fees are earned upon successful candidate placement and retention
• Failed Placements: Partial refunds may be considered for placements that fail within 30 days of start date due to platform-related issues
• Candidate Withdrawal: No refunds for candidate withdrawals after acceptance, unless due to platform technical failures

2.2 Contract Staffing Services

• Service Failures: Full or partial refunds for service failures attributable to our platform or processes
• Early Termination: Refunds calculated on a pro-rata basis for early termination within specified contract terms
• Quality Issues: Refunds for candidates who fail to meet agreed-upon quality standards within 14 days

2.3 Assessment and Evaluation Services

• Technical Failures: Full refunds for assessment services that fail due to platform technical issues
• Service Unavailability: Refunds for services unavailable for more than 24 hours during business days
• Quality Assurance: Refunds for assessments that fail to meet our quality standards

2.4 Subscription Plans and Platform Access

• 24-Hour Grace Period: Full refunds for subscription cancellations within 24 hours of purchase
• Technical Issues: Refunds for extended service unavailability (more than 48 hours)
• Feature Unavailability: Refunds for advertised features that are unavailable for more than 7 days

3. Refund Request Process and Requirements

To request a refund, you must follow our established process and meet specific requirements:

3.1 Refund Request Submission

1. Contact Support: Submit refund request through our support portal at support@sundaylabs.io
2. Detailed Documentation: Provide comprehensive reason for refund request with supporting evidence
3. Transaction Details: Include relevant transaction IDs, dates, and service details
4. Timeline Compliance: Submit request within the applicable time limits for each service type

3.2 Required Documentation

• Detailed description of the issue or reason for refund
• Screenshots or evidence supporting your claim
• Communication records with our support team
• Relevant transaction receipts and invoices
• Any third-party documentation supporting your claim

3.3 Review and Processing Timeline

• Initial Review: 3-5 business days for standard refund requests
• Complex Cases: 7-10 business days for requests requiring additional investigation
• Processing Time: 5-7 business days for approved refunds to appear in your account
• Communication: Regular updates throughout the review process

4. Non-Refundable Items and Circumstances

The following items and circumstances are generally non-refundable:

• Successful Service Completion: Any service that has been successfully delivered and completed
• User Error or Misuse: Refunds denied for issues caused by user error, misuse, or failure to follow instructions
• Third-Party Services: Fees charged by third-party service providers (background checks, assessments, etc.)
• Platform Access After 24 Hours: Subscription fees for platform access beyond the 24-hour grace period
• Data Processing and Storage: Fees for data processing, storage, or export services
• Custom Development: Fees for custom integrations, features, or development work
• Training and Onboarding: Fees for training sessions, onboarding services, or consultation

5. Refund Calculation and Methods

Refund amounts are calculated based on the specific circumstances and service type:

5.1 Refund Calculation Methods

• Full Refunds: 100% of the amount paid for the specific service or subscription period
• Partial Refunds: Pro-rata calculation based on unused service time or partial completion
• Service Credit: Alternative to cash refunds, providing credit for future services
• Processing Fee Deductions: Third-party processing fees may be deducted from refund amounts

5.2 Refund Processing Methods

• Original Payment Method: Refunds are processed to the original payment method used
• Bank Transfers: For bank transfers, refunds are processed to the originating account
• Service Credits: Credits are applied to your account for future service usage
• Processing Timeframes: Varies by payment method and financial institution

6. Dispute Resolution and Appeals

If you disagree with a refund decision, you have the right to appeal and seek resolution:

6.1 Appeal Process

1. Initial Appeal: Submit detailed appeal within 30 days of the refund decision
2. Management Review: Your case will be reviewed by senior management within 10 business days
3. Additional Documentation: Provide any additional evidence or clarification requested
4. Final Decision: Receive final decision within 15 business days of appeal submission

6.2 Alternative Dispute Resolution

• Mediation: Voluntary mediation services for complex disputes
• Arbitration: Binding arbitration as specified in our Terms and Conditions
• Regulatory Bodies: Right to file complaints with relevant regulatory authorities
• Legal Action: Right to pursue legal action in accordance with applicable law

7. Special Circumstances and Force Majeure

Special refund considerations apply in extraordinary circumstances:

• Force Majeure Events: Natural disasters, government actions, or other events beyond our control
• Extended Service Outages: Service unavailability exceeding 72 consecutive hours
• Data Breaches: Refunds for services affected by confirmed security incidents
• Regulatory Changes: Refunds for services rendered non-compliant by regulatory changes
• Company Discontinuation: Refunds for services if we discontinue the Service entirely

8. Contact Information and Support

For refund requests, questions about this policy, or general support, please contact us:

9. Policy Updates and Modifications

We reserve the right to modify this Refund Policy at any time. Changes will be communicated through:

• Email notification to all registered users
• Updates to the "Last updated" date on this page
• In-app notifications and banners
• Prominent notice on our website and Service

Continued use of our Service after policy changes constitutes acceptance of the updated Policy.