Refund Policy

1. Scope and merchant of record

This Refund Policy applies to purchases of Focalis licensed software and related services (Data Pipeline, Automation Suite, Integration Layer, and Enterprise) made via our website or sales process. All self-serve purchases are processed by Dodo Payments as merchant of record — Dodo Payments handles checkout, payment collection, invoicing, VAT/GST, and refund processing. Enterprise annual contracts invoiced via wire are refunded per the enterprise order form and Section 4 below. This Policy is part of our Terms of Service.

2. 14-day refund for new licenses

Eligibility: Any new license (first purchase of a given product/workspace) is eligible for a full refund of the initial charge if you request it within 14 calendar days of the initial purchase date (the date on your Dodo Payments receipt).

• Applies to the initial subscription charge (monthly or the first year of an annual plan).
• One 14-day refund per product per customer — the window is for evaluating whether the product fits, not for repeated short-term use.
• No usage threshold — we do not penalize you for having tried the product honestly. We may ask briefly why it did not fit (to improve), but you are not required to justify the request.
• Upon refund, your license for that product/workspace is terminated and access ends. You remain responsible for exporting or deleting any content per the DPA before termination takes effect.

3. Renewals, upgrades, downgrades, and overage

• Renewals: The 14-day window applies only to the initial purchase, not to subsequent renewals. Renewals are recurring charges you authorize at purchase — they are not individually refundable under the 14-day window, but you may cancel before the next renewal to avoid the next charge (see Section 6).
• Upgrades/downgrades: If you change plans mid-period, the change is prorated. The prorated amount for the new plan is not separately eligible for a 14-day refund unless it constitutes a new product purchase.
• Annual plans: If you purchase an annual plan, the 14-day window applies to the full annual charge. If you request a refund within 14 days of the annual charge, we refund the entire annual amount. After 14 days, annual charges are non-refundable, but you retain access through the paid annual period.
• Overage: Usage-based overage invoiced the following month is based on measured consumption and is non-refundable. Hard caps and alerts are configurable to prevent unexpected overage.

4. Enterprise

Enterprise licenses (from $999/month, annual contract, dedicated tenancy or VPC) are not eligible for the self-serve 14-day refund. Instead:

• Enterprise includes a negotiated acceptance and termination-for-convenience period described in your order form — typically a 30-day post-deployment acceptance window and the right to terminate for convenience with pro-rata refund of prepaid, unused fees (excluding services already rendered and custom work).
• If your order form does not specify, the default is: you may terminate Enterprise for convenience within 30 days of deployment with a pro-rata refund of prepaid, unused subscription fees. After 30 days, annual Enterprise fees are non-refundable, but we may offer a credit toward another product at our discretion.
• Custom implementation, migration, or connector-development fees that have been performed are non-refundable.

5. How to request a refund

Contact us through any of these channels — all are monitored to the response targets in our Contact page:

• Email: [email protected] (preferred for existing customers) or [email protected]
• Form: contact form — select “Refund request” as the topic
• Billing portal: via the Dodo Payments billing link in your receipt (where available), or reply to your receipt
• Phone: +33 1 23 45 67 89 (voicemail outside CET business hours — email is faster)

Include the email address on the purchase, the product/workspace name, and (if handy) the invoice or transaction ID. We acknowledge requests within one business day and confirm eligibility within three business days. If approved, we instruct Dodo Payments to process the refund immediately.

6. Refund processing and timing

• Method: Refunds are issued to the original payment method via Dodo Payments. We cannot refund to a different card, account, or by wire unless the original purchase was invoiced via wire (Enterprise).
• Timing: After we approve, Dodo Payments processes the refund within 2–5 business days; your bank or card issuer may take an additional 5–10 business days to post. For wire-invoiced Enterprise refunds, allow 10 business days.
• Tax: Where VAT/GST was collected by Dodo Payments at checkout, the refunded amount includes the tax portion and Dodo Payments handles the tax adjustment. Your corrected invoice is available via Dodo Payments.
• Partial months: Except for the 14-day initial-purchase refund, we do not prorate a partial month after cancellation — access continues through the end of the paid period.

7. Cancellation vs. refund

Cancellation stops the next renewal; refund returns money already paid. You can cancel at any time via the billing portal or by contacting us — cancellation takes effect at the end of the current billing period and you retain access until then. If you cancel after the 14-day window, you are not charged again, but the current period is not refunded. To avoid the next charge, cancel before the renewal date shown in your billing portal or receipt.

8. Non-refundable and exceptional cases

• Overage charges, custom services already performed, and Enterprise fees outside the windows in Section 4 are non-refundable.
• Accounts terminated for material breach of the Terms (including non-payment or abuse after notice and cure period) are not eligible for refund.
• Chargebacks: if you file a chargeback with your card issuer instead of contacting us, we will share transaction records with Dodo Payments and the issuer to resolve it. We encourage contacting us first — we resolve refund requests faster than a chargeback.
• Exceptional cases (billing error, duplicate charge, SLA credit per Terms Section 5.3) are handled outside this Policy — contact support and we correct errors promptly. SLA credits are applied to future invoices, not refunded as cash, unless you are also terminating.

9. EU/UK statutory rights

Nothing in this Policy limits your rights under applicable mandatory law, including the EU Consumer Rights Directive where you qualify as a consumer (our products are primarily B2B), or your data-protection rights under the Privacy Policy and DPA. Where you have a statutory withdrawal right, it applies in addition to our 14-day commercial refund.

10. Changes

We may update this Policy with at least 14 days’ notice by email to account contacts and by updating the “Last updated” date. The version in effect at the time of your purchase governs refund eligibility for that purchase. Enterprise order forms that specify refund terms control over this Policy for the order term.

11. Contact

Focalis Technologies S.A.S., 12 Rue de la Paix, 75002 Paris, France — Support: [email protected] — General: [email protected] — Legal: [email protected] — Phone: +33 1 23 45 67 89 — For billing and invoices, see your Dodo Payments receipt/billing portal or contact us and we will coordinate with Dodo Payments.