Refund & Cancellation Policy

1. How FACILITI is billed

• Subscriptions are billed in advance and priced primarily by visitor volume associated with a client's premises.
• Add-ons, SMS/OTP or other usage-based charges (if any) are billed in arrears.
• Taxes (including GST) are applied as required by law.

2. Free trials, pilots, proofs of concept

• If we grant a trial or pilot, no fees are charged during the trial period.
• Trials end automatically on the stated date or convert to a paid plan only with written or in-product confirmation by the Client.
• Trials are not eligible for refunds.

3. Cancellations by the Client

• Month-to-month plans: You may cancel anytime; service continues until the end of the current billing period and will not renew.
• Annual or multi-month prepaids: You may cancel with 30 days' notice; service continues until the end of the committed term.
• Cancellations take effect at the end of the current term; partial months are not refunded unless expressly stated below.

4. Downgrades and plan changes

• Changes that reduce visitor volume or remove add-ons take effect from the next billing cycle.
• Mid-cycle downgrades do not generate refunds; any positive balance is applied as credit to future invoices.

5. Refunds - when they apply

Refunds are issued only in the following cases:

6. Service credits (SLA)

If a separate Service Level Agreement provides for credits due to availability or performance shortfalls, those credits will be applied to future invoices and are not redeemable for cash.

7. Non-refundable items

• One-time onboarding, training, custom configuration, SMS/OTP, and other consumption or professional-service fees already delivered or consumed.
• Overage charges already incurred within the billing period.
• Fees paid to or through authorised partners where the partner's commercial terms apply (see "Purchases via partners").

8. Purchases via partners (security agencies/distributors)

• If you purchased the Services from an authorised partner, billing adjustments, refunds, and credits (if any) are processed by that partner under your commercial agreement with them.
• FACILITI will support the partner with the necessary account data to resolve the request but does not issue refunds directly to end clients for partner-billed subscriptions.

9. How to request a cancellation or refund

• Email [email protected] with your organisation name, invoice number(s), amount in question, and a short description.
• For partner-billed subscriptions, contact your partner directly and copy [email protected] for coordination.
• We acknowledge requests within three (3) business days and typically resolve within ten (10) business days.

10. Method and timing of refund

Approved refunds are issued to the original payment method. Bank or card processors may take 5–10 business days to display the credit. If the original method is unavailable, we may offer account credit or bank transfer, subject to verification.

11. Termination by FACILITI

We may suspend or terminate the Services for reasons described in our Terms of Use (for example, non-payment, security risk, legal requirement, misuse). If termination is not due to your breach, we will refund any prepaid, unused portion of fees on a pro-rata basis.

12. Chargebacks

To avoid service disruption, please get in touch with [email protected] before initiating a chargeback. Unresolved chargebacks may result in suspension until the matter is resolved.

13. Changes to this policy

We reserve the right to update this policy to reflect any changes in law, technology, or business practices. The effective date and version will be updated on our website/admin console.

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