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Refund & Cancellation Policy

20 November 2024

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Refund & Cancellation Policy

Effective Date: 01 December 2024

TGS Tech is committed to providing innovative, high-quality licensed software and services. This policy outlines the terms and conditions regarding refunds, cancellations, and credits for our licensed software products, including Apex Engine (SaaS - Binary and Source), Apex Engine Cloud (PaaS), Apex Engine Lite (SaaS), HeroEngine/HeroCloud ("HEL") and the HeroEngine Conversion Kit. Please read this policy carefully to understand your rights and responsibilities as a customer.

1. Apex Engine (SaaS - Binary and Source)

Apex Engine (SaaS - Binary and Source) is a powerful solution tailored for medium to large enterprises seeking full control over their real-time, cloud-based development workflows. This license enables hosting on internal servers or with trusted partners like AWS or Azure, ensuring security and scalability. It is highly customizable, making it ideal for large-scale or government projects that demand tailored solutions and strict compliance.

 

Refund Policy:

  • No Refunds After Delivery:
    Refunds are not provided once the licensed software, including binary or source code versions of Apex Engine, has been delivered. Customers must carefully review all documentation and system requirements before purchase.
  • Monthly Subscriptions:
    Monthly subscriptions are non-refundable. Customers must cancel auto-renewal at least 24 hours before the end of the billing cycle to avoid being charged for the next period.
  • Annual Subscriptions:
    Refunds for unused full months are available upon cancellation. Partial months are not refundable.

 

TGS Tech’s Responsibility:

  • Ensure the licensed software is delivered in a functional state and provide proper documentation.
  • Offer support for issues directly related to the software’s intended functionality.

 

Good Faith Efforts:

In cases of bugs, delivery issues, or errors caused by TGS Tech, we will work promptly to resolve the problem. If resolution is not feasible, we may offer credits or other accommodations at our discretion.

2. Apex Engine Cloud (PaaS)

Apex Engine Cloud (PaaS) is a subscription-based service designed for small to medium businesses and teams looking to jumpstart their development journey online. It provides full access to Apex Engine’s suite of tools via a cloud-based platform, eliminating the need for self-hosting. Perfect for companies wanting a cost-effective way to demo projects, begin development, and collaborate in real time.

 

Refund Policy:

  • Monthly Subscriptions:
    Refunds are not available for monthly subscriptions of this licensed software. Customers must manage their subscriptions to prevent unwanted charges.
  • Annual Subscriptions:
    Refunds for unused full months are available if canceled. Partial months are not refundable.

 

Credits for Service Interruptions:

  • If services are inaccessible for 24 hours or more due to TGS Tech-related issues, customers may request a credit of up to one month’s subscription fee.
  • Exclusions:
    • Scheduled maintenance or system-wide updates announced in advance.
    • Emergency maintenance required for platform security or integrity.
    • Issues caused by customer-side problems, such as internet connectivity or incompatible systems.

 

TGS Tech’s Responsibility:

  • Notify customers in advance of scheduled maintenance or updates.
  • Address unexpected service outages promptly and provide status updates during disruptions.

 

Good Faith Efforts:

In the event of service disruptions caused by natural disasters, third-party failures, or emergencies, TGS Tech will make every effort to restore services promptly and keep customers informed of significant delays or progress.

3. Apex Engine Lite (SaaS - Standalone Application)

Apex Engine Lite is a standalone, single-user application for client-side use. While it lacks live collaborative functionality, it provides a hands-on trial of Apex Engine’s toolsets. Users can start projects locally to explore its features or lay the groundwork for larger endeavors, with the option to seamlessly migrate to Apex Engine Cloud or Binary/Source for collaborative development and scaling.

 

Refund Policy:

  • No Refunds After Delivery:
    Refunds are not available once this licensed software has been downloaded or activated. Customers are encouraged to verify system requirements and compatibility before purchase.
  • Monthly Subscriptions:
    Refunds are not provided for monthly subscriptions.
  • Annual Subscriptions:
    Refunds for unused full months are available upon cancellation. Partial months are not refundable.

 

Credits for Accessibility Issues:

  • If the application is inaccessible for 24 hours or more due to TGS Tech-related issues, a credit of up to one month’s subscription fee may be issued.
  • Exclusions:
    • Scheduled updates or maintenance.
    • Issues caused by customer-side problems, such as internet or device failures.

 

TGS Tech’s Responsibility:

  • Deliver the standalone licensed software in a functional state and provide updates to maintain compatibility.
  • Respond to reported issues promptly and provide resolutions or guidance.

 

Good Faith Efforts:

For accessibility issues caused by external factors, such as third-party failures or emergencies, TGS Tech will act promptly to restore services and notify customers of any expected delays.

4. HeroEngine/HeroCloud (HEL)

HeroEngine is TGS Tech's legacy game engine technology supporting active client deployments through HeroCloud, a cloud-based hosting and infrastructure service. HEL is available as a one time license or as a monthly or annual subscription through HeroCloud, providing continued access to HeroEngine tools, resources, and platform support. HEL is provided as is and is a legacy platform. Support is limited in scope.

 

Refund Policy:

  • One Time License: No refunds are provided once the licensed software is delivered. Customers must ensure compatibility and feasibility before purchase.

  • Monthly Subscriptions: Refunds are not available for monthly HeroCloud subscriptions. Customers must manage their subscriptions to prevent unwanted charges.

  • Annual Subscriptions: Refunds for unused full months are available upon cancellation. Partial months are not refundable.

  • Credits for Service Interruptions: If HeroCloud services are inaccessible for 24 hours or more due to TGS Tech related issues, outside of scheduled or announced maintenance and updates, customers may request a credit of up to one month's subscription fee.

  • Exclusions:

    • Scheduled maintenance or system wide updates announced in advance.

    • Emergency maintenance required for platform security or integrity.

    • Issues caused by customer side problems such as internet connectivity or incompatible systems.

 

TGS Tech’s Responsibility:

  • HEL is provided as is. TGS Tech will make reasonable efforts to deliver HEL in a functional state with appropriate documentation.
  • Provide limited support for technical issues related to the product's implementation.
  • Notify customers in advance of scheduled maintenance or updates where possible.

 

Good Faith Efforts:

In cases where issues are caused by errors in the software or service, TGS Tech will investigate and provide fixes or alternative solutions where feasible. For disruptions caused by natural disasters, third-party failures, or emergencies, TGS Tech will make every reasonable effort to restore services and keep customers informed.

5. HeroEngine Conversion Kit

The HeroEngine Conversion Kit is a licensed software tool designed to modernize legacy 3D assets. It converts older formats into raw, editable assets that can be refined using standard 3D modeling software. These updated assets are fully compatible with Apex Engine, enabling smooth transitions from outdated systems to cutting-edge development environments.

 

Refund Policy:

  • No Refunds After Delivery:
    Refunds are not provided once the licensed software is delivered. Customers must ensure compatibility and feasibility before purchase.

 

TGS Tech’s Responsibility:

  • Ensure the HeroEngine Conversion Kit is delivered in a functional state with appropriate documentation.
  • Provide support for technical issues related to the product’s implementation.

 

Good Faith Efforts:

In cases where conversion issues are caused by errors in the software, TGS Tech will investigate and provide fixes or alternative solutions as necessary.

6. Founders Program Apex Credit

Apex Credits earned through the TGS Tech Founders Program are non-monetary and are applied solely toward Apex Engine Cloud subscription fees. Apex Credits are non-transferable, non-refundable, and have no cash value. Credits expire 12 months after the conclusion of the Founders Program unless otherwise stated. In the event of program termination or cancellation, accrued Apex Credits will remain valid for the duration of their expiration period. For questions regarding Apex Credits, please contact This email address is being protected from spambots. You need JavaScript enabled to view it..

 

Refund Policy:

  • No Refunds After Delivery:
    Refunds are not provided once the licensed software is delivered. Customers must ensure compatibility and feasibility before purchase.

 

TGS Tech's Responsibility:

  • Accurately track and record Apex Credits earned by Founders Program participants.
  • Ensure credits are accessible and redeemable through the account subscription dashboard.
  • Notify participants of any changes to the Founders Program that may affect their accrued credits.

Good Faith Efforts:

In the event of a technical issue affecting credit tracking or redemption, TGS Tech will investigate and restore accurate credit balances as promptly as possible. Participants may contact This email address is being protected from spambots. You need JavaScript enabled to view it. for assistance with credit related issues.

7. Refund and Credit Request Process

How to Request a Refund or Credit:

  1. Contact Support: Email This email address is being protected from spambots. You need JavaScript enabled to view it. with the subject line “Refund Request” or “Credit Request.”
  2. Provide Details: Include your account information, subscription or order number, the product or service in question, and a brief explanation of the issue..
  3. Processing Time: Refund and credit requests are reviewed within 10 business days, and outcomes will be communicated via email.

8. Service Interruptions and Liability

Scheduled Maintenance:

TGS Tech will provide advance notice for any scheduled maintenance or updates to minimize disruptions.

 

Emergency Downtime:

In the event of unscheduled downtime, TGS Tech will inform customers as soon as possible and work to resolve the issue promptly.

 

Natural or National Disasters:

TGS Tech is not liable for interruptions caused by natural disasters, third-party failures, or other external factors. However, we will make every reasonable effort to restore services and keep customers informed of progress.

9. Limitations of Liability

Refunds and credits are the sole remedies provided for eligible cases of service disruption or cancellation. TGS Tech is not responsible for indirect, incidental, or consequential damages caused by service interruptions or customer-side issues.

10. Policy Updates

This Refund & Cancellation Policy is subject to change. Customers will be notified of significant updates via email or through our platform. Continued use of the service constitutes acceptance of the updated terms.

11. Contact Us

For questions, concerns, or refund requests, please contact us:

Last Updated on: 2026 03, 19