Filaway is delivered online
Filaway is a software subscription. No physical goods are shipped and there are no shipping charges.
When you receive access
Access becomes available when your agreement is signed, your first payment is confirmed and you accept the invitation to your organisation's Filaway account. You do not need to wait for an assisted onboarding appointment to start using your purchased access.
Your invitation goes to the email address in your agreement; the invitation link creates your account. 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.
Setting up your own records
Once your account exists, you can set up your records and invite your team yourself. 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.