SaaS Terms of Service & Refund Policy

1. “Seller”, “Provider”, “Company”, “We”, or “Us”: Refers to Arcix, the individual developer, independent development team, or legal operating entity that owns the proprietary source code, operates the system architecture, and distributes software services hosted on cloud computing infrastructure.
2. “Merchant of Record” (“MoR”): Refers to Lemon Squeezy, the authorized third-party reseller and payment infrastructure provider that manages checkout transactions, issues official commercial invoices, collects applicable sales taxes/VAT, and securely maintains Customer billing records for the Service.
3. “Buyer” or “Customer” (“You”): Any individual or legal organization that establishes an account, pays applicable service fees, and is granted permission to use the Service under the respective subscription tier.
4. “Service”: The Software-as-a-Service (SaaS) platform, comprising server-side source code, user interfaces (UI), databases, documentation, and Application Programming Interfaces (APIs) licensed by Arcix under the following tiers: Standard, Pro, Team, as well as official extension modules and plugins within the Arcix ecosystem.
5. “Payment Timestamp”: The electronic timestamp logged by Arcix’s server system or third-party payment gateway at the exact moment a subscription fee transaction is confirmed as successful.
6. “Activation Event”: Established and recognized as fully completed immediately upon Arcix servers registering the occurrence of any of the following digital actions:
   • Creating, generating, retrieving, viewing, or copying a License Key or API Key within the Customer’s dashboard.
   • The first successful network request (Network Request / API Call) sent from the Customer’s application, client device, server, or utility to the Service infrastructure utilizing valid account credentials.
   • Initializing a project, allocating database storage, syncing, or uploading any dataset to the Service infrastructure.
   • Dispatching an invitation link to any email address to assign user seats under a Team subscription tier.
7. “Critical Seller-Attributable Defect”: A software code defect originating unilaterally and directly from the programming code authored and deployed by Arcix, which paralyzes core functional operations officially specified in the technical documentation, rendering the Service completely unusable. This definition strictly excludes all client-side UI rendering issues, local network/connectivity failures on the Customer’s side, operating system conflicts on terminal devices, or disruptions caused by third-party cloud infrastructure providers.

1. Scope of License: Conditioned upon full payment of the applicable service fees, Arcix grants the Customer a limited, personal, non-exclusive, non-transferable, non-sublicensable, and revocable license to access and use the Service. This license may be revoked at any time should the Customer breach any contractual terms herein.
2. Subscription Tier Limits:
   • Standard Plan: Grants access to one (01) individual user, with server resource allocations and traffic quotas restricted according to standard technical specifications.
   • Pro Plan: Grants access to one (01) professional user with full access to advanced features, prioritized computing resources, and higher bandwidth throughput.
   • Team Plan: Grants access to a designated group of users within the same business organization based on the exact number of purchased seats. Reselling, sub-licensing, renting, or sharing seat access with individuals or entities outside the authorized enterprise is strictly prohibited.
3. Prohibited Conduct: The Customer covenants not to:
   • (a) Decompile, reverse engineer, disassemble, tamper with, or attempt to derive or gain unauthorized control over the Service source code;
   • (b) Create derivative works or duplicate user interface layouts and system workflows;
   • (c) Utilize automated scripts, scrapers, data-mining tools, load-testing exploits, or vulnerability penetration tools;
   • (d) Exceed the assigned technical resource quotas designated for each subscription tier.

1. Full Advance Payment: Service subscription fees must be paid in advance for each selected billing cycle (monthly, quarterly, or annually). Access to the infrastructure is provisioned only after the system confirms successful and valid payment receipt.
2. Unilateral Price Adjustments: Arcix reserves the sole right to revise subscription tier pricing at its discretion. Adjusted rates will apply to subsequent renewal cycles, provided that Arcix gives at least fifteen (15) days’ prior notice via email ([email protected] / system mailer) or an administrative dashboard announcement. Continued use of the Service or failure to cancel auto-renewal prior to the start of the new billing cycle constitutes irrevocable acceptance of the revised pricing.

This refund policy is formulated to eliminate the illicit exploitation of digital assets and safeguard operational sustainability:

1. Eligibility Window for Non-Activated Accounts:
   • For Standard Plan: Customers are entitled to submit a formal refund request within a maximum of seven (07) calendar days (168 hours) from the Payment Timestamp, provided that no Activation Event has occurred on the account.
   • For Pro Plan and Team Plan: Customers are entitled to submit a formal refund request within a maximum of seven (07) calendar days (168 hours) from the Payment Timestamp, provided that neither the primary account nor any associated member/seat accounts have triggered any Activation Event.
   • For Other Plugin / Add-on Packages: Customers are entitled to submit a formal refund request within a maximum of seven (07) calendar days (168 hours) from the Payment Timestamp, provided that no Activation Event has occurred.
2. Absolute Forfeiture of Refund Rights Upon Activation:
   IMMEDIATELY UPON THE SYSTEM LOGGING ANY ACTIVATION EVENT FROM THE CUSTOMER’S ACCOUNT OR ASSOCIATED SUB-ACCOUNTS, ALL WITHDRAWAL RIGHTS AND REFUND PRIVILEGES UNDER CLAUSE 1 OF THIS SECTION ARE PERMANENTLY AND IRREVOCABLY FORFEITED, REGARDLESS OF WHETHER THE TRANSACTION REMAINS WITHIN THE 7-DAY WINDOW.

   The Customer explicitly acknowledges that due to the instantaneous digital nature of SaaS delivery, computational value and cloud resource allocations are consumed immediately upon activation; therefore, no “cooling-off” period or discretionary change-of-mind refunds apply once activation has occurred.

3. Sole Exception for Activated Accounts:

   Where an account has recorded an Activation Event, a refund request will be considered only and exclusively if the Customer conclusively demonstrates that the Service suffers from a Critical Seller-Attributable Defect pursuant to the verification standards and cure procedures outlined in Section 5.

4. Standard Refund Processing via Lemon Squeezy (Original Payment Method):
   • All approved refunds are initiated and executed directly through our Merchant of Record, Lemon Squeezy, following standardized global payment processor guidelines.
   • In accordance with Lemon Squeezy’s standard refund policy, all refunded amounts are automatically returned to the Customer’s original payment method (credit card, debit card, PayPal, or applicable method used at checkout).
   • Once processed by Lemon Squeezy, funds typically reflect in the Customer’s account within five (05) to ten (10) business days, depending on the processing times and policies of the Customer’s card issuer or bank.

1. Reporting Duty and Submission of Technical Evidence: To invoke the refund exception for a Critical Seller-Attributable Defect, the Customer is obligated to submit a formal technical support request to [email protected] within forty-eight (48) hours of defect discovery, containing:
   • Detailed system and console error logs (System / Console Log Files).
   • An unedited screen recording video or a step-by-step sequence of screenshots documenting the exact reproduction flow leading to the fatal error.
   • Terminal device hardware specifications, operating system version, browser environment, network routing details, and client dependencies.
2. Exclusive Right-to-Cure:
   • Prior to any refund liability taking effect, Arcix reserves an exclusive cure period of (5-6) business days (commencing from the date of confirmed receipt of all verifiable technical evidence) to inspect the codebase, deploy software hotfixes, release a maintenance update, or implement a viable technical workaround.
   • If Arcix resolves the issue or fully restores the affected core functionalities within said (5-6) business days, the Customer’s refund claim is automatically rendered null and void. In such event, Arcix shall add compensatory service days corresponding to the downtime duration to the Customer’s subscription period as the sole and exclusive remedy.
   • A refund claim shall be approved if and only if Arcix confirms in writing that the defect stems directly from its proprietary codebase and Arcix is unable to provide a cure or workaround upon expiration of the (5-6) business-day window. Arcix’s technical determination based on server logs shall serve as the final, binding resolution between both parties.

Arcix is dedicated to providing honest, transparent, and fair software services. Should you experience any billing discrepancies, unintentional charges, or service issues, we strongly encourage you to connect with our support team or use Lemon Squeezy’s customer tools before initiating a dispute or chargeback with your financial institution:

1. Direct Resolution via Arcix Support: Customers are warmly encouraged to contact Arcix directly via email at [email protected]. Our support team reviews all customer inquiries promptly within 24 to 48 hours to find a swift and mutually satisfactory solution.
2. Lemon Squeezy Customer Portal Assistance: Because all transactions are managed by Lemon Squeezy as our authorized Merchant of Record, you can access your order history, manage active subscriptions, request assistance, or review billing receipts directly through the Lemon Squeezy Customer Portal.
3. Collaborative Issue Resolution: Resolving questions collaboratively through Arcix or Lemon Squeezy allows us to process eligible refunds significantly faster, rectify technical issues, and prevent unnecessary bank fees or service interruptions for both parties.

1. THE SERVICE IS PROVIDED ON AN “AS-IS” AND “AS-AVAILABLE” BASIS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ARCIX EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
2. ARCIX DOES NOT WARRANT THAT THE SERVICE WILL BE COMPLETELY ERROR-FREE, BUG-FREE, UNINTERRUPTED, OR COMPATIBLE WITH EVERY HARDWARE PLATFORM OR THIRD-PARTY SOFTWARE ENVIRONMENT.
3. ARCIX IS FULLY EXEMPT FROM LIABILITY IN THE EVENT OF:
   • Telecommunication failures, undersea fiber cable cuts, or cloud infrastructure outages originating from third-party hosting providers (e.g., AWS, GCP, Azure, Cloudflare).
   • Data loss or credential compromise resulting from the Customer’s negligence in securing login credentials, leaking API keys, or misconfiguring permission roles within Team accounts.
   • Cyberattacks, zero-day vulnerabilities, malicious intrusions, or distributed denial-of-service (DDoS) events exceeding standard industry-standard security safeguards.

1. Exclusion of Consequential and Indirect Damages: UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY (WHETHER IN CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE) SHALL ARCIX BE LIABLE TO THE CUSTOMER OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF REVENUE, LOSS OF PROFITS, BUSINESS INTERRUPTION, LOSS OF DATA, LOSS OF BUSINESS REPUTATION, OR LOSS OF CAPITAL OPPORTUNITIES, EVEN IF ARCIX HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
2. Aggregate Financial Liability Cap: IN ANY CIRCUMSTANCE WHERE LEGAL LIABILITY IS MANDATORILY IMPOSED ON ARCIX BY A FINAL, LEGALLY BINDING JUDGMENT OF A COMPETENT JURISDICTION, ARCIX’S CUMULATIVE MAXIMUM AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THE SERVICE SHALL BE STRICTLY LIMITED TO AND SHALL UNDER NO CIRCUMSTANCE EXCEED THE ACTUAL MONETARY AMOUNT PAID BY THE CUSTOMER TO ARCIX IN THE ONE (01) MONTH IMMEDIATELY PRECEDING THE CLAIM EVENT, OR THE EXACT PURCHASE VALUE OF THE DISPUTED SUBSCRIPTION CYCLE, WHICHEVER IS LOWER.

1. Immediate Termination Rights: Arcix reserves the unilateral right to suspend or permanently terminate a Customer’s account and service contract immediately, without prior notice, liability, or refund obligations, upon the occurrence of any of the following:
   • Breach of any covenants, obligations, or terms set forth in this document.
   • Platform infrastructure abuse, abnormal volumetric query flooding resulting in system degradation, or unauthorized seat sharing under Team licenses.
   • Suspected payment fraud, stolen payment instruments, or bad-faith financial chargebacks.
   • Receipt of a binding written directive or order from a competent regulatory authority or law enforcement agency.
2. Post-Termination Data Handling: Upon termination resulting from Customer fault or default, Arcix reserves the right to expunge all Customer data, configuration records, and operational logs from its server clusters without incurring any liability for resulting data loss.

1. All source code, user interface designs, layouts, architectural schematics, databases, trademarks, trade dress, logos, and technical documentation related to the Service represent the sole, exclusive, and inviolable intellectual property of Arcix.
2. Granting access to the Service does not constitute any assignment, sale, transfer, or waiver of any intellectual property rights from Arcix to the Customer. The Customer obtains solely a limited, revocable right to temporarily utilize the cloud service within the precise boundaries established by these Terms.

1. Governing Law: These Terms of Service and Refund Policy shall be governed by, construed, and enforced exclusively in accordance with the laws of the Socialist Republic of Vietnam.
2. Dispute Resolution Jurisdiction: Any dispute, controversy, or claim arising out of or relating to this agreement shall first be subject to good-faith mutual negotiations between the parties within thirty (30) days from written notice of dispute. If a resolution is not achieved, the dispute shall be submitted to the exclusive jurisdiction of the competent People’s Court in the locality where Arcix maintains its registered office or primary business domicile (as designated on official Service billing invoices).
3. Severability: If any provision of this document is determined by a court of competent jurisdiction to be unlawful, void, or unenforceable, such provision shall be severed or limited to the minimum extent necessary, and the remaining provisions shall continue in full legal force and effect.

For all inquiries, official communications, technical defect reports, or billing support, please reach out via our authorized contact points:

• Service Brand / Entity: Arcix
• Official Inquiries & Support Email: [email protected]
• Applicable Platforms: Arcix SaaS Platform & Arcix Ecosystem Plugins

To ensure all customer requests are handled promptly, inquiries must be directed to the appropriate support channel based on the issue type:

1. License Key Inquiries & Technical Issues: If you encounter any technical issues or difficulties regarding your license key (such as delays in receiving the key, activation errors, or authentication problems), you can email Arcix directly at [email protected]; we will personally review your order within 2–6 hours.
2. Customer Account & Login Issues (Lemon Squeezy): Customer accounts, authentication, order records, and billing transactions are securely handled by our Merchant of Record, Lemon Squeezy. If you experience any issues regarding your account (such as being unable to log in, password reset issues, accessing past orders, or updating billing information), you must contact Lemon Squeezy directly or access their customer portal at Lemon Squeezy Customer Portal (https://app.lemonsqueezy.com/my-orders/login) or visit Lemon Squeezy.