Cancellation & Refund Policy

01What this policy covers

Lenduh is a software‑as‑a‑service platform provided by Codero Digital Labs Services OPC (“Codero”, “we”, “us”). This policy applies to the recurring subscription fees a Customer pays us, and to usage add‑ons such as SMS credits.

It does not cover money your members or borrowers pay you. Lenduh is software: when a member repays a loan or makes a deposit through the platform, that money settles to your organisation through the payment service provider. We never hold it. If one of your members wants a refund or disputes a payment, they must raise it with your cooperative or lending company, and you are responsible for resolving it — see section 8.

All amounts are in Philippine pesos (PHP).

02Free trial

New Customers may start on a 30‑day free trial. No payment is taken and no card is required to begin.

Nothing is charged when the trial ends. If you have not chosen and paid for a paid plan by then, your workspace moves to the Free plan: your records stay, features above the Free plan switch off, and you can choose a paid plan at any time. We email you a week before and the day before your trial ends.

03How billing works

• Paid plans are billed in advance at the start of each billing period — monthly or annually, depending on the plan you chose.
• Subscriptions renew automatically at the end of each period until cancelled.
• Where auto‑pay is enabled, the stored payment method is charged on the renewal date. Where a prepaid wallet is funded, the fee is drawn from the wallet.
• An invoice or receipt is issued for every charge and is available in your account.
• We give at least 30 days' notice before any price increase, so you can cancel first if you prefer.

04How to cancel

You can cancel at any time. There is no cancellation fee, no minimum term, and no need to give a reason.

To cancel, email info@codero.ph from the address on the account, with your organisation name.

We confirm every cancellation by email. If you do not receive confirmation within one business day, please follow up — do not assume the cancellation went through.

What happens next. Cancelling stops future renewals. Your subscription stays active until the end of the period you have already paid for, and you keep full access until then. After that the account moves to read‑only and no further charge is made.

Getting your data out. You can export your borrowers, loans, payments, members and reports at any time from the in‑app export tools or the developer API. After cancellation we keep your data for 60 days so you can still export it, then delete or irreversibly anonymise it, except for records we are legally required to retain.

05When you can get a refund

We would rather put a problem right than keep money you feel you should not have paid. Refunds are available in the following cases.

06When a refund is not available

• A monthly period already under way. Monthly fees are not refunded part‑way through a period; your access simply continues to the end of it.
• Periods you used. We do not refund past periods in which the account was active, beyond the cases in section 5.
• Consumed usage add‑ons. SMS credits and similar units already sent cannot be refunded. Unused credits may be refunded at our discretion on account closure.
• Termination for breach. Where we terminate because of a material breach of the Terms of Use — for example unlawful use or security abuse — fees already paid are not refunded.
• Third‑party charges. Fees charged by your bank, card issuer or the payment provider, and losses from currency conversion, are outside our control.
• Problems outside the platform. Loss caused by your own configuration choices, your internet connectivity, or your device.

If your situation is not listed here, ask anyway. We look at requests on their merits and would rather be fair than technical.

07How to request a refund

1. Email info@codero.ph with the subject line “Refund request”.
2. Include your organisation name, the invoice or payment reference, the amount and date of the charge, and a short description of the reason.
3. We acknowledge within 1–2 business days and may ask a clarifying question.
4. We decide within 7 business days of having everything we need, and tell you the outcome in writing. If we decline, we explain why.
5. Approved refunds are issued to the original payment method — we cannot redirect a refund to a different card or account. Funds normally appear within 5–10 banking days of approval, though your bank or e‑wallet provider may take longer.

Partial refunds are shown on your account alongside the original invoice, so your records stay reconcilable.

08Refunds to your own members

If your cooperative or lending company accepts payments from members through Lenduh, you are the merchant of record for those transactions. That means:

• You set and publish your own refund and adjustment policy for your members.
• You decide whether a member's payment should be reversed, and you initiate it through the platform or through your payment provider dashboard.
• You handle disputes and chargebacks your members raise with their bank or card issuer, and any related fees.

We support you operationally — payment reversals are recorded with a reason and an audit‑trail entry, and the corresponding accounting journal is reversed automatically — but we cannot refund a member on your behalf, because we never held that money.

09Failed payments and account suspension

If a subscription charge fails, we notify you and retry over the following days. If it remains unpaid, we may suspend access until it is settled. We will always give notice before suspending, and we will not delete your data because of non‑payment without giving you notice and an opportunity to export it.

Restoring a suspended account is immediate once payment succeeds — no reactivation fee.

10Chargebacks and disputes

If you believe a charge is wrong, please contact us first. We can usually resolve it faster than a bank dispute, and a chargeback filed before you have contacted us may cause your account to be suspended while it is investigated.

Where a chargeback is raised, we will provide the payment provider and the card network with the records they request, including the invoice, the subscription history and the audit trail. If a chargeback is decided in our favour, any resulting fee may be charged to your account.

11Complaints

If you are unhappy with how a cancellation or refund has been handled, email info@codero.ph with “Complaint” in the subject line. We acknowledge within 2 business days and aim to give a final response within 15 business days.

This policy does not limit any right you have under the Consumer Act of the Philippines, the Financial Products and Services Consumer Protection Act, or other applicable law, and does not prevent you from bringing a complaint to a competent Philippine authority.

12Changes to this policy

We may update this policy from time to time. The “Last updated” date above shows the current version, and material changes are notified by email or in‑app at least 30 days before they take effect. The policy that applies to a given charge is the one in force on the date of that charge.