Convenio — Refund and Cancellation Policy

Effective date: 13 September 2026 Version: 1.0

This page explains how subscriptions are billed, how to cancel, and when money is or is not returned. It summarises §6 and §13 of the Terms of Service; where the two differ, the Terms prevail.

1. Who sells the subscription

Paid subscriptions are sold and invoiced through Paddle — Paddle.com Market Limited (England and Wales, company no. 8172165) outside the United States, Paddle.com Inc. in the United States — acting as merchant of record. Paddle is the seller of record towards the customer: it issues the invoice, collects the applicable taxes and handles payment disputes, under its own terms accepted at checkout. Faccilis never receives or stores card data.

2. How billing works

• Subscriptions are charged in advance, for a monthly or annual period, and renew automatically until cancelled.
• Prices are those shown on the pricing page at the time of purchase and are stated exclusive of any tax Paddle is required to add.
• The Free plan costs nothing and requires no payment method.

3. Cancellation

You can cancel at any time, from Plan & billing inside the application.

• Cancellation takes effect at the end of the period already paid for. The plan stays fully usable until then; it is not cut short.
• No further payment is taken after cancellation.
• At the end of the period the Company moves to the Free plan, subject to that plan's limits.
• You do not need to contact us to cancel, and we do not require a notice period.

4. Refunds

All fees are non-refundable. We do not give refunds, credits or set-offs for partial billing periods, unused time, downgrades, cancellation, suspension, termination, not using the Service, dissatisfaction, downtime, defects, or loss of data or features (Terms §6.5).

Three qualifications, which are part of the policy and not exceptions to it:

1. Statutory rights are unaffected. Where a refund is mandatory under applicable law, it is given to the extent that law requires. Convenio is sold to organisations acting for professional purposes and is not offered to consumers (Terms §2.5).
2. Paddle may refund under its own terms. As merchant of record, Paddle may issue a refund at its discretion or where it is legally required to, independently of this policy.
3. If we discontinue the Service, we give 30 days' notice and refund or credit, at our option, the unexpired part of the period already paid for (Terms §13.3).

5. Plan changes and credit

• Upgrades take effect immediately, with immediate proration of the amount already paid.
• Downgrades between paid plans take effect immediately; the unused part is credited against future invoices.
• Downgrade to the Free plan takes effect at the end of the period already paid for.
• Credit arising from a plan change is applied to future invoices only. It is never paid out in cash.
• A price change never applies to an existing subscription without notice: customers keep the price they signed up at for the period described in the Terms.

6. Failed payments

If a payment fails, the payment provider's recovery process runs for several days, with reminders to Company Admins. If recovery fails, access for Team Leads and Event Participants is frozen while Company Admins keep access to billing so the subscription can be put right. We do not delete Customer Data because of non-payment, but we are not obliged to keep it indefinitely (Terms §14).

7. Something wrong with a charge

Write to info@faccilis.com with the invoice number before opening a dispute with your bank. A chargeback raised without contacting us first costs both sides more than the amount in question, and we would rather look at it.

Invoices, payment method and billing history are available at any time from Plan & billing → Manage billing & invoices, which opens Paddle's customer portal.

8. Contact

info@faccilis.com — billing enquiries FACCILIS Enterprise Solutions L.L.C-FZ, Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.