REFUND POLICY

Last Updated: August 2026

This Refund Policy applies to eligible products and services purchased directly from BKES Information Technology Solutions, operating under the BKE Digital Solutions brand (“BKE”).

Nothing in this Policy limits rights or remedies that cannot lawfully be waived under applicable Philippine consumer law.

The Philippine Internet Transactions Act applies to covered online transactions involving digital and non-digital goods and services.

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1. GENERAL PRINCIPLE

BKE wants customers to receive the product or Service they paid for.

Depending upon the circumstances, an appropriate remedy may include:

• correction of a billing error;

• redelivery;

• troubleshooting;

• repair;

• software update;

• replacement;

• account credit;

• cancellation; or

• refund.

The appropriate remedy depends upon the product, nature of the problem, contractual terms, and applicable law.

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2. ELIGIBLE REFUND SITUATIONS

A refund or other appropriate remedy may be available where:

• BKE charged the same transaction more than once;

• BKE charged an incorrect amount;

• a Customer paid for a Digital Product that BKE failed to deliver;

• a payment was collected for an Order BKE subsequently cancelled;

• BKE supplied materially defective Software and cannot reasonably repair or replace it;

• a paid Service materially fails to conform to the applicable Order or product description and cannot reasonably be corrected;

• an unauthorized transaction is confirmed after reasonable investigation;

• the applicable product expressly includes a money-back period;

• BKE expressly agrees to a refund; or

• applicable law requires a refund or other remedy.

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3. DIGITAL PRODUCTS AND SOFTWARE

Software and Digital Products can often be downloaded, copied, licensed, or activated immediately.

Accordingly, BKE does not ordinarily provide a discretionary change-of-mind refund after a Digital Product has been:

• successfully delivered;

• downloaded;

• activated;

• licensed;

• materially accessed; or

• substantially used.

This rule does not apply where:

• the product itself provides a separate refund right;

• the product is materially defective;

• BKE failed to provide what was purchased; or

• applicable law requires a remedy.

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4. DEFECTIVE SOFTWARE

If Software is materially defective, BKE may first attempt to:

1. reproduce or diagnose the problem;

2. provide configuration assistance;

3. provide a workaround;

4. provide an update or repair;

5. replace the affected Software or entitlement; or

6. provide another appropriate remedy.

Where the Software cannot reasonably be repaired, replaced, or made to conform to the purchased product and a refund is required or appropriate, BKE will process the applicable refund.

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5. SOFTWARE COMPATIBILITY

Customers are responsible for reviewing published system requirements before purchasing Software.

A refund is not ordinarily available where the Software works according to its published requirements but the Customer attempts to use it on unsupported hardware, an unsupported operating system, an unsupported third-party application, or an unsupported environment.

This does not apply where BKE materially misrepresented compatibility.

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6. SUBSCRIPTIONS

Customers may cancel eligible recurring subscriptions before the next renewal.

Unless otherwise stated:

• cancellation prevents future renewal;

• access may continue until the end of the already-paid billing period; and

• cancellation does not automatically create a prorated refund for the current billing period.

Refunds for an already-paid subscription period may nevertheless be provided where:

• BKE charged incorrectly;

• the Service materially failed;

• the applicable plan provides a refund;

• BKE approves a discretionary refund; or

• applicable law requires a remedy.

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7. AUTOMATIC RENEWALS

Where a Customer disputes an automatic renewal, BKE will review:

• whether automatic renewal was disclosed;

• whether the Customer cancelled before renewal;

• whether the payment was correctly processed;

• whether the Customer used the renewed Service; and

• any other relevant circumstances.

BKE may reverse an erroneous renewal charge.

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8. DUPLICATE OR INCORRECT PAYMENTS

Confirmed duplicate charges or billing errors attributable to BKE will be corrected.

Where appropriate, BKE may:

• void the duplicate charge;

• issue a refund;

• issue account credit with Customer agreement; or

• correct the outstanding balance.

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9. PAYMENT PROCESSOR DELAYS

Refunds may be processed through the original payment method.

After BKE initiates a refund, the time before funds become available may depend upon the payment provider, bank, card network, electronic wallet, or other financial service.

BKE does not control independent financial-institution processing times.

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10. TRIALS

No refund is due for a genuinely free trial.

If a trial converts into a paid subscription, the conversion terms disclosed when the trial was created will apply.

Improperly obtained repeated trials may be suspended.

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11. BETA SOFTWARE

Free beta access does not create a right to compensation when the beta ends, changes, or becomes a paid commercial product.

Amounts actually paid for a beta product remain subject to the specific beta offer and mandatory consumer rights.

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12. CUSTOM SOFTWARE AND PROFESSIONAL SERVICES

Custom software, implementation, integration, and professional services may involve deposits, milestones, or progress payments.

Unless the applicable quotation or Statement of Work states otherwise:

• payments for work already completed are not refundable merely because the Customer later changes its mind;

• approved third-party expenses already incurred may remain payable;

• unperformed prepaid work may be refundable where the project is cancelled by BKE without Customer breach; and

• defective or non-conforming work remains subject to applicable contractual and legal remedies.

Project-specific refund terms may be stated in the applicable SOW.

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13. NON-REFUNDABLE SITUATIONS

Subject to mandatory rights under applicable law, BKE may deny a discretionary refund where:

• the Customer simply changes their mind after receiving and using the Digital Product;

• the Customer purchased the wrong product despite accurate product information;

• the Customer ignores published system requirements;

• the Customer’s own unauthorized modification caused the problem;

• the Customer violated the license or Acceptable Use Policy;

• the Customer intentionally circumvented licensing;

• the Customer requests a refund for Services already fully performed;

• the Customer seeks to retain use of the product after receiving a full refund; or

• the claim is fraudulent.

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14. CHARGEBACKS

Customers should contact BKE first where possible so that legitimate billing problems can be investigated.

Initiating a chargeback does not automatically terminate an underlying contractual obligation where the charge was valid.

BKE may provide relevant transaction, delivery, activation, licensing, and Account records to payment providers when responding to a payment dispute.

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15. HOW TO REQUEST A REFUND

Submit the request through:

Refund / Support Email:

support@bkedigitalsolutions.com

Include:

• Customer name;

• Account email;

• Order or invoice number;

• product or Service;

• transaction date;

• amount;

• reason for the request; and

• relevant evidence where applicable.

For ordinary discretionary requests or billing errors, Customers are encouraged to contact BKE within thirty (30) calendar days after the relevant charge.

This 30-day request period does not extinguish statutory rights that remain available for a longer period under applicable law.

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16. ABUSE OF REFUND PROCESS

BKE may deny discretionary refunds and restrict future transactions where there is reasonable evidence of refund fraud, repeated abusive chargebacks, deliberate license abuse, or other fraudulent conduct.

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17. CONSUMER RIGHTS

Nothing in this Policy excludes or limits rights available under mandatory Philippine consumer-protection law, including the Consumer Act of the Philippines and laws applicable to covered Internet transactions.

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18. CONTACT

BKES Information Technology Solutions

Operating under the BKE Digital Solutions brand

Billing / Refund Contact:

support@bkedigitalsolutions.com