60-Day Performance-Based Refund Policy (Dexterion)

1. Overview

Dexterion provides a limited 60-day performance-based refund right designed to reduce client risk while preserving objective, measurable evaluation standards.

2. Eligibility Window

Client may request a refund within sixty (60) calendar days from the Effective Date of the Agreement.

3. Refund Conditions (Performance-Based)

A refund request will be approved only if all of the following conditions are met:

  • The system was fully deployed and operational in accordance with agreed integration requirements

  • Client provided accurate, complete, and timely data required for system operation

  • Dexterion was permitted to operate without material interruption, restriction, or modification by Client

  • Measured performance results, calculated using pre-agreed baseline metrics, fall materially below the minimum ROI threshold defined in the Agreement

All ROI methodology, assumptions, baseline definitions, and data sources must be documented and agreed upon in writing prior to deployment.

4. ROI Measurement Standard and Tolerance

ROI shall be calculated using the agreed methodology and evaluated over the defined measurement period.

To account for operational variability and measurement precision:

  • ROI results are subject to a ±5% tolerance margin

  • Performance within this margin is deemed to have met the agreed threshold

  • Refund eligibility is triggered only if measured ROI falls more than 5% below the minimum agreed threshold

5. Performance Bands (Refund Determination)

Refund outcomes are determined based on measured ROI relative to the agreed threshold:

  • ≥ 95% of threshold → No refund (performance considered achieved)

  • 70%–94% of threshold → Partial refund or service credit, determined at Dexterion’s discretion

  • < 70% of threshold → Full refund of the license fee (excluding non-refundable items)

6. Exclusions (Non-Refundable Items)

The following are excluded from any refund:

  • Custom development or configuration work

  • Third-party costs (including infrastructure, integrations, or external services)

  • Data preparation, migration, or cleanup efforts

  • Any delays, degradation, or performance impact caused by Client-side systems, personnel, or policies

7. Usage Termination Upon Refund

If a refund is issued:

  • All licenses and access rights terminate immediately

  • Client must cease all use of Dexterion systems

  • Client must delete or return all proprietary materials, documentation, and outputs as directed

8. Capacity Limitation

Refund eligibility is contingent on Dexterion’s limited deployment capacity:

  • Refunds are only available while total active clients remain at or below fifteen (15)

  • If capacity is exceeded at the time of request, the refund right is void

9. Request and Verification Process

To initiate a refund, Client must:

  • Submit a written request within the 60-day period

  • Provide supporting data demonstrating measured performance

  • Allow Dexterion reasonable access to systems and data necessary to verify calculations and system operation

10. Determination and Payment

Dexterion will review all submitted materials within a commercially reasonable timeframe.

If approved:

  • The refundable portion of the license fee (excluding non-refundable items) will be returned using the original payment method or equivalent

11. Finality

This policy constitutes the sole and exclusive remedy for performance-related claims during the evaluation period.