Filaway is delivered online
Filaway is a software subscription. No physical goods are shipped and there are no shipping charges.
When you receive access
Subscription access becomes available when your payment is successfully confirmed and your account creation and any required verification are complete. You do not need to wait for an assisted onboarding appointment to start using your purchased access.
Create your account using the email associated with your purchase. If your payment has succeeded but you cannot access the purchased service, email support@filaway.com with your account email and payment reference. Do not make a second payment to resolve an access problem.
Your subscription gives you the access described in the plan or quote you accepted. It does not mean that your organisation's records have already been imported or its workflows configured.
Self-service onboarding
You can carry out your own onboarding after creating your account. Your internet connection, compatible device, account permissions and the information you supply can affect setup and use.
Assisted onboarding
Assisted onboarding is optional, separately quoted work. The delivery schedule depends on the agreed scope, data preparation, access requirements and availability of your team. We agree the fee, milestones and expected completion dates with you before work starts. If dependencies change, we discuss the effect on the schedule with you.
If delivery is delayed
We will explain any known issue preventing us from supplying your purchased service and the available resolution. If we cannot supply it, the Refund Policy and your applicable legal rights apply.