Returns and Refunds

1The short version

Guava Systems Ltd. ("Guava", "we", "us") is an authorized reseller of Microsoft 365 and other cloud subscriptions. The Publisher (for example, Microsoft) decides what can be cancelled, when, and for how much. We pass that policy through to you and cannot override it.

Because of that, the single most important rule is time: a Microsoft 365 licence can only be returned during the first 7 days of a term. Ask early.

Our store is for business purchases only. Consumer return rights do not apply to Orders placed under our Terms and Conditions.

2Microsoft 365 return windows

These windows follow Microsoft's new commerce cancellation policy. They are the same ones summarized in section 7 of our Terms.

Microsoft may change these rules. When it does, the current Microsoft policy applies to new purchases and renewals from the date Microsoft says it takes effect, and we will update this page.

3How to request a return

1. Email refund@guava.pro from the account that placed the Order.
2. Include your order or invoice number, your Microsoft tenant domain, the product, and the number of licences you want to return.
3. Send it before the window closes. Cancellation requests within the 7-day window must reach us before it closes. We cannot back-date a request.
4. We submit the cancellation to Microsoft and confirm by email once Microsoft accepts it.

Don't wait for the last day. The window runs from the date of purchase or renewal, and we can't reopen it once it has closed.

You can also cancel a subscription yourself in the Microsoft 365 admin center, but only if it is still inside the window. Tell us when you do, so our billing matches Microsoft's.

4What you get back

• Prorated refund. For per-user licences, you are billed for the days since the subscription started, and the unused remainder of what you paid is refunded. If you cancel on day 3, the 3 days used are charged.
• Transaction fees are not refundable. Payment processing fees charged on your Order are not returned, so the refund is the unused portion of the licence price less those fees.
• Same payment method. Refunds go back to the payment method used on the Order, or are credited against the invoice if it is unpaid.
• Data. A cancelled subscription cannot be reinstated, and data may be deleted under the Publisher's retention rules. Export what you need first.

5After the window closes

Once the 7 days are up, the subscription can no longer be cancelled for a refund. Microsoft bills us for the full term, so the full term stays payable. What you can still do depends on the commitment:

• Monthly commitment: cancellation takes effect at the end of the current billing period.
• Annual or three-year commitment: cancellation takes effect at the end of the commitment term. Every instalment up to then remains payable, even if billed monthly.
• Expired subscription: cancellation takes effect immediately.

You can add licences at any time but can't reduce them mid-term. To stop a renewal, turn off auto-renew, or tell us in writing, before the renewal date. We don't send renewal reminders, so keep track of your dates.

6What can't be returned

• Microsoft subscriptions outside their return window (section 2).
• Marketplace SaaS after 72 hours. After that point only the publisher of the offer can approve a refund, so contact them directly. We'll pass on any approval we receive.
• Azure consumption already used.
• Transaction (payment processing) fees on any Order.
• Managed and Professional Services fees already paid. These services can be cancelled at any time, and service ends at the end of the current paid period.
• Products from other Publishers, which follow that Publisher's own cancellation rules. Ask us before you buy if you need to know what they are.

If an Order failed our business verification, or we cancel it for a pricing or catalogue error, we cancel it and refund it in full. See section 3 and section 6 of our Terms.

7How this fits with our Terms

This page explains our return process in plain language. It does not add to or replace our Terms and Conditions, and section 7 of those Terms (renewal, cancellation and refunds) governs if anything here seems to conflict with it.

If you have a separate signed agreement with Guava, such as a Managed Services Agreement or Statement of Work, that agreement prevails over both. Your use of Microsoft products is also governed by the Microsoft Customer Agreement you accepted, as described in section 5 of the Terms.