Cancellation and Complaints Policy

This policy explains how customers may cancel a Farseno Cloud subscription, what happens after cancellation, how billing concerns are reviewed, and how a complaint about the website, software, support, privacy, or account administration can be submitted and handled.

1. Who may request a cancellation

A cancellation request must be made by the account owner, an authorized workspace administrator, or another person who can reasonably demonstrate authority to act for the subscribing organization. We may ask for the account email, company name, affected module, invoice or transaction reference, and other information needed to protect the account and verify authority.

2. How to request cancellation

Send the request using the contact information at the end of this policy. The message should clearly state that cancellation is requested and identify the relevant subscription or module. Do not include passwords or complete payment card information.

1. Identify the customer account, organization, and requester.
2. List the module or subscription that should be canceled.
3. State whether access should continue through the current paid period or whether an earlier closure is requested.
4. Request information about export or deletion if workspace content must be handled before access ends.

3. Effective date of cancellation

Unless a written order states otherwise, cancellation takes effect at the end of the current paid billing period. The account remains usable through that period, subject to the Terms and Conditions. A request received after a renewal charge has been processed applies to the next renewal unless a refund is required by law or approved under this policy.

We will provide a written confirmation or on-screen acknowledgment when the request is recorded. A customer should retain its reference number or confirmation. Merely stopping use of the service, removing users, or failing to update payment information does not by itself cancel a subscription.

4. Automatic renewal

Recurring subscriptions renew according to the selected billing cycle until canceled. Customers should submit cancellation before the next scheduled renewal to avoid a new charge. If a specific notice period appears in an accepted order, that notice period controls.

5. Refunds and credits

Except where required by law or stated in an accepted order, fees already paid are non-refundable and unused time is not automatically converted to cash. We may approve a refund or account credit when there has been a duplicate charge, an incorrect charge, a verified service failure that materially prevented use, or another circumstance that reasonably justifies an adjustment.

A request for a refund should be submitted promptly after the charge and should include the date, amount, affected account, and reason. Approval depends on the available records and applicable law. A credit, when offered, may be applied to a future invoice instead of returned as money if the customer agrees.

6. Trials, pilots, and promotional access

A free trial, pilot, or promotional period may end automatically or convert to paid access only as disclosed at enrollment. If payment information is required for conversion, the customer should cancel before the stated conversion date to avoid a charge. Features or limits available during a pilot may differ from a paid module.

7. Data access, export, and deletion

Before cancellation becomes effective, customers should export any content they need, if export is available under the plan. After access ends, workspace content may remain for a limited recovery or legal retention period and may then be deleted or de-identified. Backup copies may persist temporarily until they cycle out under normal retention processes.

Immediate deletion requests may be subject to legal, security, accounting, dispute, or backup limitations. Account administrators are responsible for coordinating export and deletion with their users. Additional details appear in the Privacy Policy.

8. Suspension or termination by Farseno Cloud

We may suspend or terminate access for material breach, unlawful use, a serious security risk, nonpayment, or conduct that threatens the service or another user. When reasonable, we will provide notice and an opportunity to correct the issue. Immediate action may be taken when delay would create material harm or violate law. Suspension does not automatically cancel outstanding payment obligations.

9. Submitting a complaint

A complaint may concern billing, subscription administration, product behavior, support, privacy, accessibility, security, content, or another aspect of the service. A useful complaint identifies the requester, affected account, dates, relevant events, steps already taken, and the resolution sought. Screenshots may be included when they do not expose unnecessary sensitive information.

1. We acknowledge the complaint and assign a reference when enough information is available.
2. We determine the appropriate owner and review account, technical, or communication records relevant to the issue.
3. We may request clarification or additional evidence where necessary.
4. We provide an outcome, proposed correction, or status update within a reasonable period based on complexity.

10. Response targets

We aim to acknowledge ordinary complaints within five business days. We aim to provide a substantive response within fifteen business days, although technical investigations, third-party dependencies, identity verification, or legal review may require additional time. If more time is required, we will seek to provide an update and explain the reason for the delay.

11. Billing disputes and chargebacks

Customers are encouraged to contact us before initiating a payment dispute so that the transaction and subscription status can be reviewed. A chargeback does not by itself cancel a subscription or resolve outstanding account issues. We may provide the payment provider with account, order, usage, cancellation, and communication records reasonably relevant to the dispute.

12. Privacy or security complaints

A privacy complaint should describe the information or account involved and the right or concern being raised. We may need to verify identity and authority. A suspected security issue should be reported promptly with the time, affected account, observed behavior, and any safe reproduction details. Do not exploit a suspected issue, access another user's information, or disclose credentials.

13. Escalation

If a customer believes the first response did not address the complaint, it may request a second review and explain the unresolved point. The matter will be reviewed by a person not primarily responsible for the first response when reasonably practical. This internal process does not limit a legal right to contact an appropriate regulator, consumer authority, or court.

14. No retaliation

We will not knowingly retaliate against a customer or individual for making a good-faith complaint or exercising an applicable legal right. Users must still comply with the Terms and Conditions while a complaint is under review.

15. Policy changes

We may update this policy to reflect changes in subscriptions, billing processes, product operation, or law. The revised effective date will appear above. A material change affecting an active subscription will be communicated when required.