Payment & Refund Policy - Finveri

Payment & Refund Policy

Last Updated: January 9, 2025

1. Introduction

This Payment & Refund Policy explains how payments are processed on the Finveri platform, including subscription services, refund procedures, and your rights as a consumer. This policy should be read alongside our Terms of Service and Privacy Policy.

2. Payment Processing

2.1 Payment Providers

We use the following third-party payment processors:

  • CCBill: Primary payment processor for credit cards and alternative payments
  • Paxum: Alternative payment processor for digital wallets and international payments

2.2 Payment Security

  • We do not store your payment card information
  • All payment data is encrypted and processed securely
  • Payment processing complies with PCI DSS standards
  • Your payment information is protected by our payment providers' security measures

2.3 Accepted Payment Methods

  • Credit cards (Visa, Mastercard, American Express)
  • Debit cards
  • Digital wallets (through Paxum)
  • Bank transfers (where available)
  • Cryptocurrency (where supported)

3. Subscription Services

3.1 Subscription Types

We offer various subscription tiers:

  • Basic: Essential platform features
  • Premium: Enhanced features and content
  • VIP: Full access to all features and exclusive content

3.2 Subscription Billing

  • Subscriptions are billed in advance
  • Billing cycles are monthly or annually
  • Prices are displayed in your local currency when possible
  • All prices include applicable taxes where required

3.3 Automatic Renewal

  • Subscriptions automatically renew unless cancelled
  • You will be charged before each renewal period
  • We will send renewal reminders before charging
  • You can cancel at any time before the next billing date

3.4 Price Changes

  • We may change subscription prices with 30 days' notice
  • Existing subscribers will be notified of price changes
  • Price changes take effect at your next billing cycle
  • You can cancel if you disagree with price changes

4. Consumer Rights (UK/EU)

4.1 14-Day Cooling-Off Period

UK and EU consumers have the right to cancel digital content subscriptions within 14 days of purchase, provided:

  • You have not started using the service
  • The service has not been fully performed
  • You notify us within the cooling-off period

4.2 Right to Withdraw

You have the right to withdraw from your subscription:

  • Within 14 days of initial purchase (UK/EU)
  • At any time during your subscription
  • Without providing a reason
  • Subject to the terms below

4.3 Refund Eligibility

Refunds may be available in the following circumstances:

  • Cancellation within the cooling-off period
  • Technical issues preventing service access
  • Billing errors on our part
  • Service unavailability due to our fault

5. Refund Policy

5.1 Refund Process

Refund requests are handled through our payment processors:

  • CCBill Refunds: Processed through CCBill's customer service
  • Paxum Refunds: Processed through Paxum's support system
  • Processing Time: 5-10 business days for approved refunds
  • Refund Method: Original payment method

5.2 Refund Eligibility Criteria

Refunds may be granted for:

  • Technical Issues: Service unavailability due to our technical problems
  • Billing Errors: Incorrect charges or duplicate payments
  • Cooling-Off Period: UK/EU consumers within 14 days
  • Service Interruption: Extended service outages
  • Fraudulent Charges: Unauthorised use of your payment method

5.3 Non-Refundable Situations

Refunds will not be provided for:

  • Change of mind after using the service
  • Violation of Terms of Service
  • Account suspension or termination
  • Content you no longer wish to access
  • Personal circumstances or preferences

5.4 Partial Refunds

Partial refunds may be available for:

  • Unused portion of annual subscriptions
  • Service interruptions lasting more than 24 hours
  • Significant reduction in service quality
  • Billing errors affecting partial amounts

6. Cancellation Policy

6.1 How to Cancel

You can cancel your subscription by:

  • Logging into your account and accessing billing settings
  • Contacting our customer support team
  • Using the cancellation link in billing emails
  • Following the cancellation process on our platform

6.2 Cancellation Timing

  • Cancellations take effect at the end of your current billing period
  • You retain access until your subscription expires
  • No partial refunds for unused time (except as specified above)
  • Cancellation is immediate for free trials

6.3 Reinstatement

  • You can reactivate your subscription at any time
  • Previous pricing may not apply to reactivated accounts
  • Some content may not be available after reactivation
  • Account history is preserved during cancellation

7. Billing and Invoicing

7.1 Billing Information

  • Invoices are sent to your registered email address
  • Billing information can be updated in your account settings
  • Payment receipts are available through your account
  • Billing disputes should be reported within 30 days

7.2 Currency and Taxes

  • Prices are displayed in your local currency when possible
  • Exchange rates are determined by payment processors
  • Applicable taxes are included in the displayed price
  • Tax invoices are provided where required by law

7.3 Payment Failures

If your payment fails:

  • We will attempt to process the payment again
  • You will be notified of payment failures
  • Service may be suspended until payment is successful
  • Multiple failed payments may result in account suspension

8. Dispute Resolution

8.1 Billing Disputes

If you dispute a charge:

  • Contact our customer support within 30 days
  • Provide details of the disputed charge
  • We will investigate and respond within 5 business days
  • Escalate to payment processor if unresolved

8.2 Chargebacks

If you initiate a chargeback:

  • Your account may be suspended pending resolution
  • We will provide evidence to the payment processor
  • Chargebacks may result in account termination
  • False chargebacks may result in legal action

8.3 Escalation Process

If you are not satisfied with our resolution:

  1. Contact the payment processor directly
  2. Escalate to your bank or card issuer
  3. Report to relevant consumer protection agencies
  4. Seek legal advice if necessary

9. International Payments

9.1 Currency Conversion

  • Payments are processed in your local currency when possible
  • Exchange rates are determined by payment processors
  • Currency conversion fees may apply
  • Exchange rate fluctuations may affect pricing

9.2 International Restrictions

  • Some payment methods may not be available in all countries
  • Local regulations may affect payment processing
  • Additional verification may be required for international payments
  • Some services may be restricted in certain jurisdictions

9.3 Cross-Border Fees

  • International transaction fees may apply
  • Fees are determined by your bank or card issuer
  • We do not control these fees
  • Check with your bank for fee information

10. Security and Fraud Prevention

10.1 Fraud Detection

  • We use advanced fraud detection systems
  • Suspicious transactions may be flagged for review
  • Additional verification may be required
  • Fraudulent accounts will be terminated

10.2 Identity Verification

  • We may require identity verification for certain transactions
  • Government-issued ID may be requested
  • Verification helps protect against fraud
  • Unverified accounts may have limited functionality

10.3 Account Security

  • Use strong, unique passwords
  • Enable two-factor authentication when available
  • Monitor your account for unauthorised activity
  • Report suspicious activity immediately

11. Legal Compliance

11.1 UK Consumer Rights

  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Payment Services Regulations 2017
  • Data Protection Act 2018

11.2 EU Consumer Rights

  • Consumer Rights Directive
  • Payment Services Directive (PSD2)
  • General Data Protection Regulation (GDPR)
  • E-commerce Directive

11.3 US Consumer Protection

  • Federal Trade Commission (FTC) regulations
  • Truth in Lending Act
  • Electronic Fund Transfer Act
  • State consumer protection laws

12. Contact Information

For payment-related questions or issues:

  • General Support: support@finveri.com
  • Billing Questions: billing@finveri.com
  • Refund Requests: refunds@finveri.com
  • Technical Issues: tech@finveri.com
  • Phone: [Contact Number]
  • Address: [Company Address]

13. Payment Provider Contact

13.1 CCBill

13.2 Paxum

  • Website: https://www.paxum.com
  • Support: Available through their website
  • Phone: Available on their website

14. Updates to This Policy

We may update this Payment & Refund Policy to:

  • Reflect changes in our payment processing
  • Comply with new legal requirements
  • Improve our services
  • Address new payment methods

We will notify you of material changes through:

  • Platform notifications
  • Email updates
  • Website announcements

This Payment & Refund Policy is effective as of the last updated date and supersedes all previous versions.