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 product and service type, and reflects our current pricing model: pay-on-hire for White Glove Hiring, free core ATS access, and usage-based AI add-ons.

2.1 White Glove Hiring (Flat Fee, Pay-on-Hire)

• No placement, no fee: If no candidate is hired through Sunday White Glove, no placement fee is charged.
• Fee charged only on successful hire: Once a candidate accepts and joins through our process, the agreed flat fee becomes payable and is non-refundable, except where required by applicable law.
• 90-day replacement guarantee: If a hire exits within 90 days of joining, we restart the same role search at no additional service fee. This is a replacement remedy, not a cash refund.

2.2 ATS Subscription and Platform Access

• Free ATS plans: Core ATS plans marked as free do not involve subscription charges and therefore do not require refunds.
• Paid subscriptions (if applicable): Where a paid plan exists, cancellations stop future renewals; completed billing periods are generally non-refundable unless otherwise stated in your order terms or required by law.
• Extended service outage: If a paid plan is materially unavailable due to a Sunday-side technical issue for a prolonged period, we may provide a pro-rata credit or refund at our discretion.

2.3 AI Credits, Assessments, and Usage-Based Features

• Consumed credits are non-refundable: Credits or usage that have already been consumed are not refundable.
• Unused prepaid credits: Unless your commercial terms say otherwise, unused credits are generally non-refundable, but we may issue platform credit in select cases.
• Technical execution failures: If a paid usage event fails due to a verified Sunday-side technical issue, we may re-credit the usage or provide an equivalent adjustment.

2.4 Third-Party Pass-Through Costs

• External provider charges: Fees paid to third-party services (for example, verification, assessment, payment gateway, or compliance vendors) are non-refundable unless credited back to us by that provider.

2.5 Main Product Refund Window (Profile Delivery)

For the main Sunday recruiting product where candidate profiles/shortlists are delivered, any refund request must be raised within two (2) calendar days of profile delivery.

• 2-day deadline: Refund requests raised after 2 calendar days from profile delivery are not eligible.
• Timestamp basis: Delivery time is determined by Sunday's system records (dashboard delivery log, email, or platform event timestamp).
• Written request required: Refund requests must be submitted via support with the relevant job/order reference.

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:

• Completed White Glove placement fees: Once a hire has joined and the agreed milestone has been met, the placement fee is non-refundable (subject to law and the replacement clause).
• Consumed AI usage: Credits or usage that have already been consumed.
• User-side errors: Issues caused by incorrect configuration, user actions, misuse, or failure to follow documented instructions.
• Third-party pass-through costs: Charges from external vendors or payment processors that are not returned to Sunday.
• Custom work: Custom integrations, implementation services, dedicated onboarding, training, or consulting unless otherwise specified in a signed SOW/order form.

5. Refund Calculation and Methods

Any approved adjustments are calculated based on the affected service component and verified impact:

5.1 Refund Calculation Methods

• Service re-credit: Reinstatement of failed AI usage/credits where technically applicable.
• Pro-rata credit/refund: For paid subscription downtime caused by Sunday, based on impacted duration and plan value.
• Platform credit: We may issue account credit instead of cash refund where commercially reasonable.
• Pass-through deductions: Non-recoverable third-party processing fees may be deducted where permitted.

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: Typically 5-10 business days after approval, depending on payment rails and financial institutions

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.