Refund policy

This policy explains how cancellation and refunds work for subscriptions to the hosted Entelim service sold by Archiet Ltd. It forms part of your subscription agreement.

Who this applies to

Entelim is sold to businesses and other organisations, not to consumers. The statutory 14-day cancellation period in the Consumer Contracts Regulations 2013 therefore does not apply to a subscription. By subscribing, you confirm you are buying for your organisation's business purposes.

Cancelling

An organisation administrator can cancel at any time from the billing page or by contacting us. Cancelling stops the subscription from renewing. You keep full access until the end of the period you have already paid for, and you can export your data for 30 days after it ends.

When we refund

Fees are paid in advance for each subscription period and are not refundable for a period that has already started, except in these cases:

• Charged in error. If we charge you twice, charge the wrong amount, or charge you after you cancelled in time, we will refund the amount charged in error in full.
• We do not provide the service. If the service suffers a serious failure that stops your organisation using it, and we do not fix it within 30 days of you telling us, you may end the subscription and we will refund the fees you paid in advance for the period after it ends.
• We end the service. If we stop offering the service, or end your subscription for any reason other than your breach of the subscription agreement, we will refund the fees you paid in advance for the period after it ends.
• You object to a new sub-processor. If we cannot resolve a reasonable objection you raise under our data processing agreement, we will refund the fees you paid in advance for the part of the subscription that ends.

Changing your plan

If you upgrade or add seats part-way through a period, you pay the pro-rata difference for the rest of that period. If you downgrade or remove seats, the change takes effect at the next renewal and the current period is not refunded.

How refunds are paid

We refund to the original payment method, within 14 days of agreeing the refund. The time it takes to reach your account depends on your bank or card provider.

Your other rights

Nothing in this policy limits any right you have under the law of England and Wales that cannot be excluded by contract.

Questions about a payment or refund: contact us.