Guidelines for billing adjustments, credits, and refund eligibility for Lumen services

BayaniChain Tech Inc.
Email: legal@bayanichain.io | Website: www.lumenblock.io

1. Overview

This Return and Refund Policy ("Policy") governs the conditions under which BayaniChain Corporation ("BayaniChain") may issue billing adjustments, service credits, or refunds in connection with the Lumen Blockchain-as-a-Service platform ("Lumen"). Given the nature of software-as-a-service and blockchain infrastructure, the concept of "returns" does not apply in the traditional sense. This Policy therefore addresses refund eligibility, service credits, and billing disputes.

This Policy applies to all Clients with an active or recently terminated Service Agreement. It should be read in conjunction with the Terms and Conditions and the Dispute Resolution Policy.

2. General Principle

Lumen is a managed infrastructure platform. Once services are provisioned and technical resources are allocated, the costs of service delivery are incurred by BayaniChain regardless of utilization. As such, fees paid for subscription tiers or onboarding services are generally non-refundable except under the specific circumstances outlined in this Policy.

BayaniChain is committed to fairness and transparency. Where a Client has been charged for services not rendered due to a BayaniChain error or a qualifying service failure, we will take appropriate corrective action, which may include service credits, billing adjustments, or, where applicable, refunds.

3. Subscription Fees

3.1 Monthly Subscriptions

Monthly subscription fees are charged in advance and are non-refundable. If a Client terminates a monthly subscription, access continues through the end of the paid billing period. No prorated refund is issued for early termination.

3.2 Annual Subscriptions

Annual subscription fees are charged upfront. If a Client terminates an annual subscription before its expiration:

• Within the first thirty (30) days of the subscription period: A prorated refund will be issued for unused months, less any applicable onboarding or setup fees.

• After thirty (30) days: No monetary refund is issued. The Client retains access through the end of the paid term, and no additional fees are charged for the remaining period.

3.3 Government Contracts

For Clients operating under a government procurement contract or a special-terms Service Agreement (such as those aligned with Philippine Government Electronic Procurement Service standards), refund terms shall be governed by the applicable Service Agreement. Where the Service Agreement is silent, this Policy applies as a supplementary default.

4. Setup and Onboarding Fees

Setup, onboarding, and implementation fees cover professional services rendered at the time of engagement, including chain configuration, system integration support, training, and technical documentation. These fees are non-refundable once the onboarding process has commenced, regardless of whether the Client subsequently decides not to proceed with full deployment.

Where BayaniChain fails to deliver agreed onboarding deliverables within the timeline specified in the Service Agreement, the Client may request a partial credit equal to the portion of the onboarding fee attributable to the undelivered deliverable. Such credits will be applied to future invoices.

5. Usage-Based and Overage Fees

Usage-based fees, including transaction volume charges, API call overages, and storage fees, are billed in arrears based on actual usage as recorded by BayaniChain's metering systems. These fees are generally non-refundable unless the Client can demonstrate, with supporting evidence, that:

• Usage figures reported by BayaniChain's metering systems are materially inaccurate due to a documented platform error.

• Usage was attributable to unauthorized access resulting from a security breach on BayaniChain's infrastructure.

Disputed usage charges must be raised within fifteen (15) business days of the invoice date. Claims raised after this window may not be eligible for credit.

6. Service Level Agreement (SLA) Credits

Where BayaniChain fails to meet the uptime commitment specified in the applicable Service Agreement or in Section 6.1 of the Terms and Conditions, the Client may be eligible for SLA service credits as follows:

99.0% – 99.49% uptime

• 3.6 – 7.2 hrs/month downtime threshold

• 10% of monthly fee service credit

95.0% – 98.99% uptime

• 7.2 – 36.5 hrs/month downtime threshold

• 25% of monthly fee service credit

Below 95.0% uptime

• Greater than 36.5 hrs/month downtime threshold

• 50% of monthly fee service credit

  
  

SLA credits are applied as a reduction to the following month's invoice. They are not redeemable for cash and are forfeited upon termination of the Service Agreement. Credits are subject to a maximum cap of 50% of the monthly subscription fee. To claim SLA credits, the Client must submit a written request to lumen.support@bayanichain.io within fifteen (15) business days following the end of the affected month.

7. Billing Errors

If a Client believes an invoice contains an error, the Client must notify BayaniChain in writing within fifteen (15) business days of the invoice date, providing the invoice number, the amount in dispute, and a description of the alleged error. BayaniChain will investigate and issue a written response within ten (10) business days. Where a billing error is confirmed, BayaniChain will issue a corrected invoice or apply a credit to the Client's account.

Disputed amounts should not be withheld from payment. The Client should pay undisputed amounts by the due date and separately identify the disputed amount in a written notice to billing@bayanichain.io.

8. Refund Processing

Where a refund is determined to be payable under this Policy, it will be processed within thirty (30) calendar days of BayaniChain's written confirmation of refund eligibility. Refunds are issued via the same payment method used for the original transaction, unless otherwise agreed in writing. BayaniChain reserves the right to offset any outstanding amounts owed by the Client against any refund payable.

9. Exclusions

The following are expressly excluded from refund or credit eligibility:

• Service disruptions caused by the Client's own actions, including misconfigured integrations, incorrect API usage, or data submission errors.

• Outages or degradation caused by third-party services outside BayaniChain's control (e.g., public internet backbone, Client-side infrastructure).

• Scheduled maintenance windows notified in advance.

• Downtime resulting from Force Majeure events as defined in the Terms and Conditions.

• Requests raised after the applicable dispute window has elapsed.

• Fees associated with professional services already rendered.

10. Amendments

BayaniChain may update this Policy from time to time. Changes will be communicated via email or in-platform notification. Continued use of the Platform following notification constitutes acceptance of the updated Policy.

11. Contact for Billing Inquiries

For billing inquiries, refund requests, or to dispute an invoice:

Billing and Finance Team

BayaniChain Tech Inc. 

Email: billing@bayanichain.io | finance@bayanichain.io

Business Hours: Monday to Friday, 9:00 AM to 6:00 PM Philippine Standard Time (PST)