Refund Policy — Coral Soft Bake

      Scope of this policy: This Refund Policy applies
      exclusively to the software hosting and support services provided by
      Coral Soft Bake to bakery businesses. It does not cover refunds for
      bakery products ordered by end customers — those are handled directly between each
      bakery and its own customers under the bakery's own refund policy.
    

1. What this policy covers

✅ Covered by this policy

Subscription fees for the Coral Soft Bake Platform.
One-time onboarding and setup fees.
Custom development work (under separate agreements).
Technical support add-on services.

❌ NOT covered by this policy

Bakery products (bread, pastries, etc.) — these are the responsibility of the bakery Client.
Refunds, replacements, or complaints about product quality, allergens, or food safety.
Delivery disputes between a bakery and its end customers.
Commercial disputes between a bakery and its end customers.
Payment processing refunds (handled by the bakery and their payment processor).

For product-related issues, end customers should contact the bakery directly. Coral Soft Bake is a technology provider and does not sell, produce, or distribute food products.

2. Subscription refunds

2.1 Trial period

New Clients may request a 14-day evaluation period. If the Platform does not meet the Client's needs during this period, the Client may cancel with a full refund of any fees paid.

2.2 Monthly subscriptions

Monthly subscriptions are billed in advance for the upcoming month. Refunds are available under these conditions:

Cancellation within 7 days of renewal: prorated refund for unused days.
Cancellation after 7 days: no refund for the current month; service continues until month end.

2.3 Annual subscriptions

Annual subscriptions receive a discounted rate in exchange for commitment:

Cancellation within 30 days: full refund minus the equivalent of one month at the standard monthly rate.
Cancellation after 30 days: no refund for the remaining term. Service continues until the annual period ends.

3. Service-level credits

If monthly Platform uptime falls below our 99.5% target (excluding scheduled maintenance and force majeure), Clients may request service credits:

99.0% – 99.49% uptime: 10% credit on the monthly fee.
95.0% – 98.99% uptime: 25% credit on the monthly fee.
Below 95.0% uptime: 50% credit on the monthly fee.

Credit requests must be submitted within 30 days of the affected month. Credits are applied to the next invoice; they are not issued as cash refunds.

4. Onboarding and custom work

🟡 Onboarding fees Onboarding fees cover configuration, data migration, and training. Refundable only if onboarding has not yet begun. Once work has commenced, onboarding fees are non-refundable.

❌ Custom development Custom development work (new features, integrations) is quoted and invoiced separately under a statement of work. Refund terms are defined in each statement of work and generally follow a milestone-based schedule.

5. How to request a refund

Step 1 — Submit the request Email info@coralsoftbake.com with subject line "Refund Request — [Client name]". Include your Client ID, the invoice number(s) in question, and the reason for the request.

Step 2 — Our review We review refund requests within 5 business days. If additional information is needed, we will contact you.

Step 3 — Resolution Approved refunds are processed to the original payment method within 10 business days. Service credits are applied to the next invoice.

6. Cancellation process

Clients may cancel their subscription at any time:

Monthly subscriptions: 30 days' written notice, effective at the end of the current billing month.
Annual subscriptions: 30 days' written notice; subscription continues until the end of the paid annual term.

Upon cancellation:

Platform access continues until the end of the paid period.
Data export tools remain available for 30 days after access ends.
After 30 days, all Client data is permanently deleted from our systems.

7. Chargebacks

We strongly encourage Clients to contact us directly before initiating a chargeback with their payment provider. Most billing disputes can be resolved quickly through direct communication.

Chargebacks filed without prior contact may result in immediate suspension of Platform access while the dispute is resolved.

8. End-customer complaints

Important: If you are an end customer of a bakery that uses the Coral Soft Bake Platform, and you have an issue with a bakery product (quality, allergens, delivery, refund), please contact the bakery directly. Coral Soft Bake does not sell products, process orders on behalf of bakeries, or handle product refunds.

The bakery's contact information is available on your order confirmation email and within your ordering portal.

9. Payment Processing Refunds

If a bakery client has integrated online payment processing (such as Chase, Stripe, Square, or other processors), all payment-related refunds are handled directly by the bakery and their payment processor.

Coral Soft Bake:

Does not process payment refunds.
Does not have access to payment processor accounts.
Cannot issue refunds on behalf of bakeries.
Is not a party to payment processing agreements.
Does not promote any specific payment processor.

For payment refunds, customers must contact the bakery directly. The bakery will process refunds through their payment processor according to their own refund policy and the processor's terms. The choice of payment processor and the terms of service with that processor are decided solely by the bakery client, independently of Coral Soft Bake.

10. Changes to this policy

We may update this Refund Policy from time to time. Material changes affecting existing subscriptions will be communicated with 30 days' notice.

11. Contact

Questions about this policy or a refund request?

Email: info@coralsoftbake.com
Web: Contact form
Mail: Coral Soft Bake, 3-775 Lampson St, Victoria, BC V9A 6A9, Canada.
Response time: 5 business days for refund requests.