Fair refund terms for Filesign billing.

This Refund Policy explains how Filesign handles trials, subscriptions, renewals, cancellations, billing issues, and refund requests for its document signing SaaS.

The goal is simple: make billing predictable, treat customers fairly, and protect the service from misuse. This draft should be reviewed with counsel before launch to confirm the final plan structure, checkout disclosures, consumer-law obligations, and payment-provider configuration.

Filesign may offer free trials, discounted trials, promotional credits, or early-access periods. Trial terms should be shown when the offer is presented.

If a trial requires payment details, the checkout flow should clearly explain when the trial ends, when billing begins, and what plan or amount will apply after the trial.

If no paid subscription is started after a trial, Filesign may limit access to paid features, pause new document sending, or remove trial-only data after a reasonable period described in the product or related policy.

Monthly subscriptions are generally billed in advance for each monthly billing period. The subscription renews automatically until canceled.

A cancellation during a monthly billing period usually stops the next renewal, while access to paid features may continue until the end of the current paid period unless the product states otherwise.

Monthly subscription fees are generally not refunded for partial months except for exceptional refunds, clear billing errors, or cases where a refund is required by law.

Annual subscriptions are generally billed in advance for a yearly billing period and may offer a lower effective rate than monthly plans.

Annual plans renew automatically unless canceled before the renewal date. Customers are responsible for reviewing renewal dates, invoices, and account billing settings.

Annual subscription refunds are generally not provided for unused months after a customer chooses to cancel, except for exceptional refunds, clear billing errors, or cases where a refund is required by law.

Subscriptions may renew automatically at the end of each billing period using the payment method on file. Renewal dates, plan names, and billing intervals should be available during checkout or in account settings.

Filesign may send renewal, invoice, failed-payment, or plan-change notices by email or through the product, but customers remain responsible for keeping billing contacts and payment details current.

If pricing changes materially, Filesign should provide reasonable notice before the new pricing affects an existing subscription, unless the change is caused by taxes, payment-provider charges, or plan changes requested by the customer.

If a payment fails, the payment processor may retry the charge and Filesign may notify the billing contact. Filesign may also ask the customer to update payment details or choose a valid plan.

During a failed-payment period, Filesign may limit access to paid features, pause new signature requests, restrict workspace administration, or prevent new document workflows until payment is resolved.

Filesign should not delete important signing records solely because of a short payment issue, but long unpaid periods may lead to account suspension, cancellation, or data handling according to the final retention policy.

Workspace owners or billing administrators may cancel a subscription through account settings where self-serve cancellation is available, or by contacting billing support when it is not.

Cancellation generally stops future renewals. It does not automatically reverse completed charges for the current billing period.

After cancellation, Filesign may reduce access to paid features at the end of the paid period, preserve certain audit records, and handle customer data according to the privacy policy and final product settings.

Plan upgrades, downgrades, seat changes, usage changes, and billing-interval changes may be prorated, billed immediately, credited, or applied at the next renewal depending on the payment processor and plan configuration.

Where practical, Filesign should show material billing effects before a plan change is confirmed.

Proration credits, if any, may be applied to future invoices rather than paid out as cash refunds unless required by law or supported by the payment processor.

Filesign may consider refunds for duplicate charges, obvious billing errors, accidental renewals reported promptly, service access failures caused by Filesign, or other situations where a refund is required by law.

Refunds are less likely where the subscription was actively used, document workflows were completed, recipients were sent signature requests, the request is outside a reasonable review window, or the issue was caused by customer configuration, recipient behavior, or third-party systems outside Filesign's control.

Refund decisions may consider account history, usage, timing, invoice details, support context, and whether the customer acted promptly after noticing the issue.

Filesign may decline refund requests that appear fraudulent, abusive, repetitive, misleading, or inconsistent with normal business use.

Examples may include repeatedly subscribing and canceling to avoid payment, requesting refunds after substantial completed usage, disputing valid charges without contacting support, or attempting to evade plan limits.

Filesign may suspend billing access, restrict accounts, or require additional verification where refund or chargeback activity creates risk for the service, payment processor, or other customers.

Send refund and billing requests through the contact page from the email address associated with the workspace or billing account.

Include the workspace name, billing email, invoice or receipt number, charge date, charge amount, requested outcome, and a short explanation of what happened.

For security and privacy, Filesign may ask for additional information to verify that the requester is authorized to discuss the workspace or billing account.

Filesign aims to acknowledge billing requests within a reasonable support window and review straightforward refund requests within a few business days.

Complex requests may take longer if they require payment-provider review, workspace verification, usage review, invoice investigation, or coordination with a customer administrator.

Submitting complete invoice and account details helps speed up review.

Approved refunds are generally submitted through the payment processor to the original payment method where supported.

Once Filesign approves and submits a refund, card networks, banks, and payment providers control the final posting time. Refunds may take several business days to appear, and timing can vary by country, bank, card network, and payment method.

Taxes, currency conversion charges, bank fees, card-network fees, and payment-provider fees may be handled separately and may not be refundable unless required by law or supported by the payment provider.

Filesign may update this policy as plans, pricing, payment providers, product behavior, or legal obligations change.

Updated terms will be posted on this page with a revised date. Changes generally apply prospectively unless a different effective date is stated or applicable law requires otherwise.

Billing contact: use the FileSign contact page.

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Mailing address: 90 Gold Street, Floor 3, San Francisco, CA 94133