Refund & Cancellation Policy

1. Overview

This policy outlines the refund and cancellation terms for all Customer Obsession services across our five brands: CloudLink, Toutsuite, Twily, Jungle, and Sure.

2. Subscription Services

For monthly subscription services (Toutsuite, Jungle, Sure): You may cancel at any time with 30 days notice. No refunds are issued for partial months. Annual subscriptions may be cancelled with a pro-rata refund for remaining full months after a 60-day minimum commitment.

3. Project-Based Services

For project-based services (CloudLink consulting, Jungle web development): Cancellation is governed by the individual project agreement. Generally, deposits (30-50%) are non-refundable. Work completed to date is billable regardless of cancellation.

4. One-Time Services

For one-time services (Twily LLC formation, Jungle website builds): Once work has commenced, no refunds are issued for completed deliverables. If we are unable to deliver the service, a full refund is provided within 14 business days.

5. Marketplace Services

For Sure marketplace: Buyer accounts are free and require no refund policy. Vendor Pro subscriptions follow the monthly subscription cancellation policy above. Enterprise contracts are governed by individual agreements.

6. Free Trial

Toutsuite offers a 14-day free trial. No payment is charged during the trial period. If you do not cancel before the trial ends, your selected plan begins and standard billing applies.

7. How to Request a Refund

To request a refund or cancellation: 1. Email [email protected] with your account details 2. Include your reason for cancellation 3. Our team will respond within 3 business days 4. Approved refunds are processed within 14 business days to your original payment method

8. Disputes

If you disagree with a billing charge, please contact [email protected] within 30 days of the charge. We will investigate and resolve the dispute fairly. Unresolved disputes may be escalated through our standard complaint procedure.

9. Currency & Taxes

All refunds are issued in the original currency of payment (typically MAD). Taxes and fees that cannot be recovered from government authorities are non-refundable.

10. Contact

Billing Team: [email protected] Phone: +212 605713080 Customer Obsession SARL, 4 ème étage, Bureau 62, Centre d'affaire Malizia, Casablanca 20000, Morocco

Questions about this refund & cancellation policy? Contact us.

Document Version History

3.0

January 1, 2026

Major update: Added CNDP alignment, expanded data breach procedures, SLA formalization.

2.1

July 15, 2025

Minor update: Updated sub-processor list, clarified cookie retention periods.

2.0

January 1, 2025

GDPR alignment update, added accessibility statement, expanded privacy rights.

1.0

June 1, 2024

Initial publication of all legal documents.

Language Notice

This document is available in English, French, and Arabic. In the event of any discrepancy between language versions, the French version shall prevail for Moroccan operations, and the English version for international operations. Translations are provided for convenience only.

Applicability by Brand

CloudLink: Additional enterprise SLA terms may apply for dedicated infrastructure clients.

Toutsuite: Moroccan fiscal compliance addendum applies to all ERP clients.

Twily: Legal service retainer agreements supersede general terms where applicable.

Jungle: Web development project terms are governed by individual SOWs.

Sure: Marketplace terms of sale apply between buyers and vendors independently.

Jurisdiction & Governing Law

Morocco

Law 09-08 (Data Protection), Code de Commerce

Casablanca Commercial Court

European Union

GDPR (Regulation 2016/679)

Local competent court per consumer domicile

United States

CCPA, State consumer protection laws

State of Delaware courts