Refund policy

Who this policy applies to

This policy applies to Microsoft 365 and related subscription licenses purchased directly from M365 Deals as an authorized Microsoft Solutions Partner / Cloud Solution Provider (CSP). It does not replace Microsoft's own Product Terms or the rights you may have under applicable consumer law in Thailand, Singapore, or your country of residence.

When you are eligible for a full refund

You may receive a full refund if all of the following are true:

• You request the refund within seven (7) calendar days of our payment confirmation email.
• The subscription has not been provisioned or activated — meaning it has not been assigned in Microsoft 365 admin center, linked to your tenant or Microsoft account, and (for consumer plans) no product key has been redeemed.
• You have not used migration, onboarding, or other professional services tied to the same order (those are billed separately and are non-refundable once work has started).

Activated licenses and Microsoft's cancellation window

After activation, refunds follow Microsoft's New Commerce Experience (NCE) rules. For license-based Microsoft 365 subscriptions, Microsoft allows partners to cancel within seven (7) calendar days of the subscription start date in Partner Center; the refund from Microsoft is prorated for the unused period (not a full refund unless law requires otherwise). Microsoft decides whether a partner credit is issued — we cannot guarantee approval.

The seven-day Microsoft window is measured from subscription creation/start date, not from your payment date if provisioning was delayed. Reducing seat counts after purchase is only available within that same seven-day window for NCE software subscriptions.

If you cancel outside that window, the subscription remains billable for the term you purchased (monthly or annual). We do not offer pro-rated cash refunds for removed seats within a paid term unless Microsoft issues a credit to us that we can pass through. If Microsoft declines a partner credit, we cannot refund amounts we have already been charged by Microsoft for that subscription.

What happens to your license after a refund

When we approve and process your refund, we suspend and remove the subscription from your Microsoft tenant (or consumer account) as soon as the cancellation is confirmed in Partner Center — usually the same business day, and no later than within two (2) business days of approval. You will lose access to the licensed services immediately after deactivation; export any mail or files before requesting a refund if the license was already provisioned.

How refunds are paid and processing time

Approved refunds are returned to the same payment channel used for the original purchase (bank transfer, PromptPay, or PayNow). Processing time is five (5) to ten (10) business days from the date we confirm eligibility, plus any time required by your bank or payment network.

• Bank transfer / PromptPay / PayNow: refunded to the account or mobile number that sent payment, matching the name on your order.
• If the sending account is closed, details do not match our records, or the payment came through an unsupported third-party agent, we will ask you to provide verified bank details in writing before sending funds.

When we cannot refund to the original payment method

We will not send refunds to a different person, company, or account without written authorization and identity verification. Refunds may be delayed or issued by alternative traceable transfer (e.g. bank transfer instead of QR) when:

• The original payment cannot be reversed by your bank or payment network (including some international wires and expired QR references).
• You paid from a corporate account that rejects incoming credits without a specific invoice reference.
• Regulatory or anti-fraud checks require additional verification.
• You open a payment dispute or recall with your bank while a refund is in progress — we will pause until the dispute is resolved.

Non-refundable items

• Subscriptions cancelled more than seven (7) calendar days after the subscription start date in Partner Center, or outside Microsoft's NCE cancellation window.
• Partial-term usage after activation (refunds, if any, are prorated per Microsoft's rules — not a full refund for the entire term).
• Taxes, bank fees, or currency conversion losses charged by third parties (we refund the license amount we received only).
• Migration, consulting, or custom setup fees after work has begun.

How to request a refund

Email [email protected] with your order reference, company name (if any), payment proof, and reason for the request. We will confirm eligibility in writing before processing.