Refund policy

If Firmavis is not what you need, email [email protected] within 14 days of the first charge of your first paid subscription: your email must reach us by the end of the 14th day after the day of payment, Lithuanian time — the day of payment itself does not count. We refund that charge less the value of the subscription credits funded by it that you used, including any you use until we process the refund. Their value is the price actually paid on that invoice, after discounts and before VAT, divided by all the credits included in the paid period — on annual billing, all twelve monthly allowances of the year, including those not yet released. The refund cannot be less than zero, and the VAT on the refunded amount is refunded with it. When the refund is issued the subscription ends, renewal stops and the unused credits from that charge are removed; your account stays open and the companies you unlocked stay available under the normal account rules. This applies to every paid plan on both monthly and annual billing. The exceptions are listed in section 7.

The 14-day money-back guarantee applies to the first charge of your first paid subscription only — a plan we gave you free of charge does not count. Renewals and any later subscription are not eligible, and the guarantee ends once an upgrade to a higher plan takes effect; booking a move to a lower plan does not end it. One refund per customer or organisation. The 14-day window starts from the day of the charge, not the date of signup, and never restarts. The request must reach us before the account is deleted.

You can cancel at any time from your Account billing settings. Cancelling stops the next renewal: your plan stays active until the end of the period you have paid for — the month on a monthly plan, the full year on an annual plan — and credits stay spendable until then, including the monthly allowances still to be released on an annual plan. Turning off renewal does not itself create a refund entitlement; the refund rules and exceptions in this policy and in the Terms still apply. When the plan ends, unused credits are frozen and restored in full if you resubscribe later.

Within the 14-day window, the subscription credits you used reduce the refund at the price you paid for them (section 1). Plan credits cannot be exchanged for cash separately from a refund due under this policy or the Terms, and credits we gave you free of charge have no refund value. One-time top-up packs have their own rule: a pack is refundable within 14 days of its purchase only while it is entirely unused. Credits are spent in this order: plan credits, oldest first; then credits given free of charge; then packs in the order you bought them — so a pack stays unused until your spending reaches it.

Email [email protected] with the subject line “Refund request”. Include your account email address and, optionally, the reason for cancellation. You do not need to provide a reason to qualify for the 14-day guarantee. Your request is in time if it reaches us by the end of the 14th day after the day of payment, Lithuanian time. Credits you use after sending it, until we process the refund, still reduce the amount.

We aim to acknowledge refund requests within one business day. Approved refunds are issued within 5–10 business days via the original payment method. The exact timeline depends on your bank or card issuer.

We may decline a claim under the first-subscription guarantee if the account was terminated for a Terms of Service violation, used for fraudulent activity, if a chargeback has already been initiated, or if the request is made in bad faith (e.g. repeated subscribe-and-refund cycles). The guarantee does not apply to renewals or later subscriptions, ends once an upgrade to a higher plan takes effect, and is limited to one refund per customer or organisation. Deleting your account does not itself entitle you to a refund — send any eligible request, including for an unused pack, before deleting; deletion does not cancel a request received in time or a refund already owed. If we discontinue the service or end your contract without your being at fault, undelivered billing months and unused credits are refunded as set out in Terms §13; if you reject a change to the Terms, §15 applies. Nothing here limits a right that applicable law does not allow us to exclude.

For questions about refunds, billing, or cancellation, email [email protected]. We aim to reply within one business day.