Seven-day subscription refund
If Filaway is not right for your business, request a refund within seven calendar days of your first subscription payment. We will refund that subscription payment in full. You do not need to demonstrate a fault, and using the system during those seven days does not remove this offer.
This introductory offer applies to the first subscription payment, not automatically to each renewal. It does not limit any refund or cancellation right available under applicable law.
How to request a refund
Email support@filaway.com with the subject “Filaway refund request”. Include your account email, organisation name and payment reference or invoice number. Do not send your full card number, PIN or security code.
We use the time your request reaches us to determine whether it falls within the seven-day window. Our processing time does not shorten that window. We may ask for information needed to verify that you are authorised to act for the account.
Once your subscription is refunded, the refunded subscription ends and future renewals are stopped. Tell us if you need assistance retrieving your records before access ends.
Refund processing
Refunds are returned to the original payment method wherever possible. We will confirm the refund decision and, where approved, its initiation by email. Paystack advises that refunds normally reach customers within three to ten working days after initiation; bank processing times may vary. Any shorter deadline required by applicable law takes precedence.
We do not deduct our payment-processing charges from the full subscription refund offered above.
After the seven-day period
You may still cancel renewal at any time. Simply cancelling or not using a subscription does not normally create a refund for the unused part of a paid period. This does not affect rights arising from incorrect charges, failure to supply the purchased service, defective performance or applicable law.
Report duplicate or incorrect charges to support@filaway.com. We will investigate and refund confirmed overpayments. If we cannot supply the purchased service, we will notify you and refund the amount due for the service we cannot supply, within the applicable legal period.
Assisted onboarding
Assisted onboarding is a separate service with an agreed scope and price. The seven-day subscription offer does not automatically cover it. If you cancel onboarding, we refund the amount paid for work not performed, less any specifically agreed, non-recoverable third-party costs that may lawfully be charged. We provide a breakdown. Your rights concerning defective or undelivered services remain unaffected.
Your legal rights
This policy adds a commercial refund offer; it does not replace or restrict mandatory rights under the Electronic Communications and Transactions Act, the Consumer Protection Act or other applicable law. A longer or more favourable mandatory right takes precedence.