Refund &Cancellation.

In this Policy, the following terms have the meanings set out below:

• – “Client” or “Buyer” means the organization or individual that has entered into a subscription agreement with Procura Technologies Limited.
• – “Consumer” means a Buyer who uses the Platform wholly or mainly for personal or domestic use, not in connection with a trade or profession.
• – “Business” means a Buyer which uses the Platform in connection with their trade, business, craft or profession.
• – “Platform” means any software product or service developed and operated by Procura Technologies Limited.
• – “Subscription” means a contract for ongoing access to the Platform in return for recurring charges, including any free trial that converts to a paid subscription.
• – “Charges” means all fees payable by you for access to the Platform, including any applicable taxes.
• – “Billing Period” means the recurring period (monthly or annual) for which Subscription Charges are levied.
• – “Paddle” means the Paddle entity acting as authorised payment reseller for Procura Technologies, as determined by your territory of purchase.

Procura Technologies Limited operates on a subscription-based SaaS model. As a general principle, Subscription Charges are non-refundable once a Billing Period has commenced, except in the specific circumstances set out in this Policy or as required by mandatory law in your territory.

Access to the Platform is granted immediately upon subscription activation. Clients are strongly encouraged to make full use of any available free trial or guided demonstration before committing to a paid subscription. The availability of such options is taken into account when evaluating refund requests.

Where your transaction is processed through Paddle, Paddle collects payment on behalf of Procura Technologies as authorised reseller. Refund requests may be directed to Procura Technologies at info@procuramw.com or to Paddle directly, and both parties will cooperate to resolve your request.

3.1 EU, EEA and UK Consumers

If you are a Consumer residing in the European Union, European Economic Area, or United Kingdom, you have a statutory right to withdraw from your subscription agreement without giving any reason within 14 calendar days of completing your transaction (the “Withdrawal Period”).

If you exercise this right within the Withdrawal Period, you will receive a full refund of all Charges paid, subject to the exception in section 3.2 below.

To exercise your right of withdrawal, you must notify us in writing before the expiry of the 14-day Withdrawal Period by contacting info@procuramw.com with the subject line: “Withdrawal Notice — [Your Name] — [Date of Transaction]”.

3.2 Loss of Withdrawal Right

You acknowledge and agree that your right of withdrawal will be lost before the end of the 14-day Withdrawal Period if, during that period, you have started downloading, streaming, accessing, or otherwise using or benefiting from the Platform, provided that during your transaction you were informed of and expressly agreed to these conditions and acknowledged that you would thereby lose your right of withdrawal.

3.3 All Other Clients

Clients outside the EU, EEA, and UK do not have a statutory right of withdrawal under these arrangements. Refund eligibility for such Clients is governed exclusively by the conditions set out in sections 4 and 5 of this Policy and any mandatory consumer laws applicable in your territory.

Outside of the statutory right of withdrawal described in section 3, Procura Technologies will consider refund requests in the following circumstances:

4.1 Supplier Non-Delivery or Material Platform Failure

If the Platform fails to be delivered or fails to perform materially in accordance with its published documentation for a continuous period exceeding 72 hours within a Billing Period, and Procura Technologies is unable to resolve the issue within a reasonable timeframe, the affected Client will be entitled to a replacement remedy or a refund of the relevant Charges for the affected period. This is consistent with your entitlement under Paddle's Buyer Terms where a supplier fails or unreasonably delays in delivering a product due to technical issues.

To be eligible, the Client must:

• – Submit a formal support request to info@procuramw.com documenting the issue with sufficient detail
• – Allow Procura Technologies a reasonable opportunity to diagnose and remediate the issue
• – Submit a refund request within 14 days of the resolution or of a determination that the issue cannot be resolved

4.2 Annual Plan — 14-Day Cooling-Off Window (Non-EU/EEA/UK)

Clients outside the EU, EEA, and UK who purchase an annual subscription and wish to cancel within 14 calendar days of the initial purchase date may request a full refund, provided that the Client has not made significant use of the Platform during that period. This window applies only to first-time annual subscriptions and does not apply to renewals or monthly subscriptions.

For the purposes of this section, “significant use” means any of the following during the 14-day period:

• – Processing or approving 5 or more requisition or procurement requests
• – Onboarding 3 or more active users to the account
• – Integrating the Platform with any third-party system
• – Exporting any data from the Platform

4.3 Duplicate Billing

If the Client has been charged more than once for the same Billing Period due to a payment processing error, Procura Technologies will refund the duplicate charge in full within 10 business days of the error being confirmed. Where payment is processed through Paddle, the duplicate charge refund will be coordinated with Paddle.

4.4 Unauthorised Charges

If a charge is made to the Client's account without authorisation, and the Client notifies Procura Technologies promptly upon becoming aware, Procura Technologies will investigate and, if the charge is confirmed to be unauthorised, process a full refund within 15 business days.

We encourage Clients to contact us directly at info@procuramw.com before raising a chargeback with their bank or card issuer, as direct contact typically results in faster resolution. Raising a chargeback does not affect your rights, but cooperation with our investigation process facilitates swifter outcomes.

4.5 Subscription Price Increase — Refusal

If Procura Technologies increases the Subscription Charges for your plan and you do not accept the increased Charges, you may cancel your Subscription with effect from the end of your current Billing Period. No refund will be issued for the current period, but no increased Charges will be applied. Where required by applicable law, we will seek your consent before applying any price increase.

4.6 Material Feature Removal

If Procura Technologies removes a core feature of the Platform that was material to the Client's subscription and does not provide a reasonably comparable replacement within 30 days of removal, the Client may terminate and request a pro-rata refund for the unused portion of the current Billing Period.

Subject to any mandatory statutory rights that cannot be excluded in your territory, refunds will not be issued in the following circumstances:

• – Change of mind or decision not to use the Platform after access has been activated (except where a statutory withdrawal right applies under section 3)
• – Failure to cancel a Subscription before the automatic renewal date
• – Dissatisfaction with features that were accurately described in published documentation prior to subscription
• – Disruptions caused by the Client's own technical environment, internet connectivity, hardware, or third-party systems outside Procura Technologies' control
• – Partial use or underuse of the Platform during a Billing Period
• – Refund requests submitted more than 30 days after the date of the charge in question, except where required otherwise by applicable law
• – Accounts suspended or terminated due to the Client's breach of the Terms of Service
• – Discounted, promotional, or custom-priced subscriptions, unless otherwise agreed in writing
• – Free trial periods, as no charges are levied during such periods

We encourage Clients to contact Procura Technologies directly at info@procuramw.com prior to raising a chargeback with their bank or card issuer. Direct contact typically results in faster and more efficient resolution than a formal chargeback process.

If a Client raises a chargeback that Procura Technologies or Paddle reasonably believes constitutes fraud or an abuse of payment protection mechanisms — including claiming non-delivery of a Platform that has been accessed or is in use — Procura Technologies may suspend the Client's access to the Platform while the matter is investigated, and may permanently block access if the investigation finds fraud or abuse.

Where Paddle processes payments on behalf of Procura Technologies, Paddle will defend all chargebacks by providing evidence to the relevant bank or issuer in accordance with its obligations as payment reseller. Procura Technologies will cooperate fully with Paddle in this process.

Clients who are registered businesses and have been charged sales tax, VAT, GST or similar consumption taxes on their transaction may be entitled to a refund of the relevant tax amount, subject to applicable laws in the country of purchase.

To be eligible for a tax refund, the Client must:

• – Contact Procura Technologies at info@procuramw.com within 60 days of the relevant transaction date
• – Provide a valid sales tax registration number, VAT number, or applicable tax-exempt certificate for their country

Requests received after 60 days from the transaction date may be declined, unless otherwise required by applicable law. Where Paddle processes your payment, tax refund requests may also be submitted directly to Paddle in accordance with Paddle's Buyer Terms.

For Malawian clients, all prices on our Platform are displayed VAT inclusive. International pricing is quoted exclusive of any applicable local taxes or withholding requirements, which remain the Client's responsibility.

Cancellation of a Subscription is a separate action from requesting a refund. A Client may cancel their Subscription at any time.

Upon cancellation:

• – Access to the Platform continues until the end of the current paid Billing Period
• – No further Charges will be levied after the current Billing Period ends
• – No refund is issued for the remaining unused days of the current Billing Period, unless the Client is otherwise eligible under this Policy or applicable law

To cancel, contact us at info@procuramw.com or via WhatsApp at +265 988 995 644. Where your subscription is managed through Paddle, you may also cancel via the Paddle Buyer portal accessible through the link in your subscription confirmation email.

Procura Technologies will send renewal reminder notifications in advance of billing dates. Clients are advised to cancel before the renewal date to avoid being charged for the subsequent Billing Period. Failure to cancel before renewal does not constitute grounds for a refund of the renewed Charges, except where required by mandatory law.

Where Procura Technologies offers a free trial period, no payment is collected during that period. The Client may cancel before the trial ends without incurring any Charges. No refund is applicable to a free trial period as no fees are charged.

If a Subscription converts automatically from a free trial to a paid plan, the Client will be charged at the applicable Subscription rate at the start of the first paid Billing Period. Clients who do not wish to continue must cancel before the trial period expires. Procura Technologies will notify Clients before a free trial converts to a paid Subscription where required by applicable law.

All refund requests must be submitted in writing to info@procuramw.com with the subject line: “Refund Request — [Company / Client Name] — [Date of Charge]”.

Your request must include:

• – Full name and organization name (if applicable)
• – Email address registered on the account
• – Date and amount of the charge in question
• – The ground on which the refund is requested (referencing the applicable section of this Policy)
• – Supporting documentation where relevant (e.g. error screenshots, duplicate payment receipts, tax registration details)

Requests that do not include sufficient information may be delayed or declined pending receipt of the required details. Where your payment was processed through Paddle, you may also submit your request directly to Paddle, and both parties will coordinate to resolve it.

Upon receipt of a complete refund request, Procura Technologies will:

• – Acknowledge receipt within 2 business days
• – Review the request and all supporting documentation
• – Communicate a determination — approved, partially approved, or declined — within 7 business days
• – Process approved refunds within the timeframes set out in section 10

All determinations are made consistently with this Policy and applicable law. If you are dissatisfied with a determination, you may escalate by replying to the determination email. A senior member of our team will conduct a secondary review. Nothing in this process limits your rights to seek resolution through applicable statutory or regulatory channels.

Approved refunds will be returned via the original payment method where technically and operationally possible. Where the original payment method is no longer available, Procura Technologies will work with the Client to agree an alternative.

Where payment was processed through Paddle, refunds will be processed through Paddle's payment infrastructure. Procura Technologies is not responsible for delays caused by payment processors, banking institutions, or currency conversion timelines once a refund has been initiated.

The following additional terms apply to Clients in specific jurisdictions, reflecting mandatory statutory rights that cannot be excluded:

14.1 EU and EEA Consumers

Consumers residing in the EU or EEA have the statutory right of withdrawal described in section 3.1. If we breach an essential contractual obligation under this Policy, our liability is not excluded and is limited to foreseeable damage typical for this type of agreement. Nothing in this Policy affects your rights under applicable EU consumer protection directives.

14.2 United Kingdom Consumers

Consumers residing in the United Kingdom have the statutory right of withdrawal described in section 3.1. Your statutory rights under the Consumer Rights Act 2015 and related UK consumer protection legislation are not affected by this Policy.

14.3 Malawian Clients

Clients residing in Malawi are subject to applicable Malawian consumer protection and electronic transactions legislation. All prices for Malawian clients are displayed VAT inclusive. Disputes not resolved through our internal process may be escalated to the relevant Malawian regulatory authority. Governing law for Malawian clients is the law of the Republic of Malawi.

14.4 International Clients

For Clients outside Malawi, the EU/EEA, and the UK, this Policy is governed by the law of the Republic of Malawi unless otherwise required by mandatory consumer law in your territory of purchase. International clients are encouraged to review any mandatory rights applicable in their jurisdiction, which shall apply to the extent required by law and are not displaced by this Policy.

Procura Technologies reserves the right to update this Policy at any time. Material changes will be communicated to active Clients via email or in-platform notification at least 14 days before taking effect. Where required by applicable law, Procura Technologies will seek your express consent before implementing material changes that affect your rights.

If you do not accept a material change to this Policy, you may cancel your Subscription before the change takes effect. Continued use of the Platform after the effective date of a change constitutes acceptance of the revised Policy, except where mandatory consumer law in your territory requires express consent.

The version of this Policy in effect at the time of your subscription renewal governs refund eligibility for that renewal period.

For all refund enquiries, cancellation requests, or questions regarding this Policy, please contact:

For transactions processed through Paddle, you may also contact Paddle directly at help@paddle.com or via paddle.com/legal/buyer-terms.

We are committed to resolving all refund and cancellation matters fairly, transparently, and in accordance with applicable law.