swepay
— Refund Policy

Refund Policy

Swepay products on AWS Marketplace · Effective date: 2026-05-08

This policy describes the refund rules that apply to Swepay SaaS products listed on AWS Marketplace. It complements the protections AWS Marketplace already grants to buyers and the contractual terms of each product (EULA).

1. Coverage

This policy applies to every SaaS product offered by Swepay on AWS Marketplace. Product-specific terms (free-trial windows, billing dimensions, custom contract clauses) prevail when they are explicitly stated on the product listing or in a private offer.

2. Automatic AWS Marketplace protections

The following situations are processed automatically by AWS without requiring Swepay approval. They reflect the AWS Marketplace seller policy that all sellers — including Swepay — agree to when listing a product.

  • Cancellation within 48 hours of purchase — AWS Marketplace issues a full refund automatically for non-private offers. After 48 hours, refunds become discretionary (see §3).
  • Free-trial conversions — charges incurred within 7 days of converting a free trial to a paid subscription are refunded automatically by AWS.
  • Software metering errors — charges that result from a fault in the AWS Marketplace Metering Service are refunded by AWS.
  • Subscription upgrades — when you replace a non-private subscription with a higher (or equal) tier, AWS may refund the unused portion of the lower tier on Swepay's behalf.

3. Discretionary refunds (Swepay)

After the 48-hour window, refund requests are reviewed case by case. Swepay generally approves a refund when one of the following applies:

  • A demonstrable defect prevents the product from delivering the functionality described in the listing, and the issue could not be resolved within a reasonable time after a support ticket was opened.
  • Duplicate or incorrect billing.
  • An evident provisioning error attributable to Swepay or to the fulfillment integration.

Voluntary cancellations without a defect attributable to the product (change of plans, vendor switch, scope reduction) do not generate a refund after the 48-hour window. You retain access to the service until the end of the period already paid.

4. Non-refundable items

  • Pay-as-you-go usage that has already been consumed.
  • Periods already elapsed in annual contracts or private offers, unless explicitly agreed otherwise.
  • AWS infrastructure costs (EC2, S3, data transfer, etc.) — those are managed by AWS and follow the AWS infrastructure refund policy.
  • Implementation, integration or consulting fees, when contracted separately from the SaaS subscription.

5. How to request a refund

Within 48 hours of purchase (public offers)

  1. Open the AWS Support Center as the AWS account that holds the subscription.
  2. Create a case under Account and Billing → Marketplace.
  3. Request "Cancellation with full refund within 48 hours" and include your AWS Account ID, Product ID and Subscription ID.
  4. AWS processes the refund automatically within 3–5 business days. No action is required from Swepay.

After 48 hours, or for private offers

  1. Send an email to marketplace@swepay.com.br
  2. Include: AWS Account ID (12 digits), Product ID and Subscription ID, the reason for the request (defect, duplicate billing, etc.), and any relevant evidence (logs, screenshots).
  3. Swepay confirms receipt within 2 business days and completes the analysis within 10 business days.
  4. Approved refunds are processed via the AWS Marketplace Billing Adjustments API within 3–5 business days after approval. The buyer receives a credit memo or cash refund and an email notification from AWS.

6. Contract cancellation

  • Cancelling a contract on AWS Marketplace stops future invoices but does not automatically refund invoices that have already been issued — a separate refund request is required for paid invoices.
  • When Swepay initiates a cancellation, you have 7 days to approve or deny it on AWS Partner Central. Without a response, the cancellation is auto-approved after 7 days.
  • During cancellation, the SaaS product receives a final metering opportunity for any outstanding usage. After that, access is suspended and your tenant is scheduled for deprovisioning.

7. Contact

Questions about this policy, status of an open request, or cases not covered above:

  • Emailmarketplace@swepay.com.br
  • Technical supportUse the support channel listed on each product page.
  • Response SLAWithin 2 business days

8. Updates to this policy

This policy may be updated periodically. The version in force is always the one published on this page. Changes that affect active subscriptions are communicated by email at least 30 days in advance.

This policy summarizes Swepay's commitments and the AWS Marketplace seller policy. In case of conflict between this page and the EULA accepted at purchase or the AWS Marketplace seller terms, the contractual document prevails.