Refund Policy

1. Overview

At Farnec, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for our digital signage platform subscriptions.

All payments are processed through Paddle, our authorized payment provider. Refund requests are evaluated on a case-by-case basis.

2. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for first-time subscribers to any of our subscription plans (Starter, Pro, or Advanced).

Eligibility

You are eligible for a full refund if:

• You are a first-time subscriber to Farnec
• You request a refund within 14 days of your initial purchase
• You have not previously received a refund from Farnec
• Your account is in good standing with no Terms of Service violations

How to Request

1. Contact our support team at support@farnec.com
2. Include your account email and reason for the refund request
3. Allow 2-3 business days for review
4. Refunds are processed within 5-10 business days once approved

3. Subscription Renewals

Subscription renewals are non-refundable except in exceptional circumstances:

• You were charged due to a technical error
• You canceled before renewal but were still charged
• You were charged an incorrect amount
• The Service experienced significant downtime (more than 72 hours)

4. Pro-Rated Refunds

Pro-rated refunds are not available. When you cancel:

• Your access continues until the end of your current billing period
• You will not be charged for subsequent periods
• No refund is issued for the unused portion
• You can continue to use the Service until expiration

5. Service Issues and Downtime

If the Service experiences extended downtime (more than 72 consecutive hours), you may be eligible for:

• A partial refund proportional to the downtime
• Service credit for future billing periods
• Full refund if the outage exceeds 7 consecutive days

Downtime caused by third-party services (Supabase, Paddle) or circumstances beyond our control are excluded.

6. Non-Refundable Items

The following are non-refundable:

• Setup fees or one-time charges (if applicable)
• Custom development or consulting services
• Add-on features or services purchased separately
• Subscriptions terminated due to Terms of Service violations
• Subscriptions after the 14-day money-back guarantee period
• Charges from third-party integrations

7. Refund Process

How to Request

1. Email support@farnec.com
2. Include account email, transaction ID, and reason
3. Allow 2-3 business days for review

Processing Time

• Approved refunds processed within 5-10 business days
• Refunds issued to the original payment method
• Additional 5-10 days for bank/card processing

8. Cancellation vs. Refund

Cancellation stops future billing but does not trigger a refund for the current period.

To Cancel Your Subscription:

1. Log in to your Farnec account
2. Navigate to Settings → Billing
3. Click "Cancel Subscription"
4. Confirm cancellation
5. You will retain access until the end of your billing period

9. Contact Information

For refund requests or questions:

Email: support@farnec.com
Subject Line: "Refund Request - [Your Account Email]"
Response Time: Within 2-3 business days