Refund Policy
All sales are final. By completing a purchase of a VIA · Virtual Infrastructure Analyzer (VIA) license, you acknowledge that licenses are non-refundable once delivered, subject to the technical defect exception described below.
During the private beta, VIA licenses are provided free of charge: each beta license is valid 30 days from issuance and renewable at no cost on request throughout the beta, with no automatic billing. The commercial terms below apply as of commercial launch.
1. All sales are final
By completing the purchase of a VIA license, you acknowledge that the license is issued digitally after payment is confirmed, then made available in the client portal and sent by email, and that it is non-refundable once delivered. This policy reflects the nature of the product: digitally delivered licensed software, with no telemetry and no way to recall a license file once issued.
2. Technical defect exception
If the software fails to deliver its core functionality as described in the product documentation due to a verified technical defect attributable to MB Conseil TI Inc., a refund or license replacement may be granted at our discretion, subject to the conditions set out in sections 3 to 5.
3. Exception conditions
(a) The defect must be reported to support@mbtools.ca within thirty (30) days of license delivery. (b) The defect must be reproducible and documented with collected artifacts (analyzer logs, sample output). (c) The defect must not be attributable to environmental factors (customer infrastructure, vCenter configuration, credentials, network connectivity) or user error. (d) MB Conseil TI Inc. reserves the right to investigate and attempt remediation before issuing a refund.
4. Out-of-scope requests
Refund requests outside the technical defect exception will not be honored. This includes, but is not limited to: change of mind, budget reallocation, project cancellation, unused licenses, foreseeable incompatibility with the customer environment, end of license term.
5. No pro-rata refund
Partial usage of the license during the twelve (12) month validity period does not qualify for a pro-rata refund. No credit or carry-over is granted for unused periods.
6. Request procedure
Send an email to support@mbtools.ca with: your order ID (from our payment processor), purchase email, license delivery date, vCenter UUID, detailed description of the alleged technical defect, and collected artifacts (logs, snapshot, output). Incomplete requests will not be evaluated.
7. Processing time
We acknowledge receipt of the request within two (2) business days. Evaluation and investigation may take up to ten (10) additional business days. If a refund is approved, it is processed by our payment processor and credited to the original payment method within an additional five to seven (5-7) business days.
8. Governing law
This refund policy is governed by the laws of the Province of Quebec and applicable federal laws of Canada. Any dispute will be submitted to the exclusive jurisdiction of the courts of the judicial district of Quebec, Quebec, Canada.
9. Contact
Refund questions: support@mbtools.ca. General questions about terms: legal@mbtools.ca.