Convay Refund Policy

• Convay is a digital SaaS service with no physical delivery.
• “Delivery” means activation of your subscription or access to features.
• Subscription fees are billed in advance for the applicable billing period.
• As a general rule, fees are non-refundable, except as:
  • Explicitly stated in this Refund Policy,
  • Required by applicable law, or
  • Granted as a one-time courtesy at our discretion.
• Cancelling a subscription stops future renewals but does not automatically trigger a refund of amounts already paid.

• Subscription – Ongoing access to Convay features for a specific period (e.g., monthly or annual plans).
• Add-ons – Additional capacity or functionality (e.g., Big Meeting, extra storage, AI Suite).
• Professional Services – Paid implementation, training, customization, or consulting services.
• Direct Purchase – Purchases made via Convay’s website/app and billed directly by Synesis IT PLC or its designated payment gateway (e.g., SSLCOMMERZ).

4.1 Cancelling Your Subscription

You may cancel your subscription at any time via your Convay Billing Portal or by contacting support.

• You retain access to paid features until the end of your current billing cycle.
• After the cycle ends, your account may downgrade to a free or limited plan (where applicable).
• No new renewal charges will be applied after cancellation is processed.

4.2 Refund Eligibility (High-Level Summary)

While we generally do not offer refunds for used subscription periods, we may consider refunds if:

• First-time purchase or renewal error: You were charged for a plan you did not intend to purchase or renew.
• Technical failure preventing use: A verified platform-level issue prevented you from using Convay, and our support team could not resolve it within a reasonable time.
• Duplicate or fraudulent charges: You were charged twice for the same subscription or a payment was made without your authorization (subject to investigation).

All refunds remain at Convay’s discretion, except where consumer protection laws mandate a refund.

5.1 Monthly Subscriptions

• Monthly subscription fees are non-refundable once the billing period starts.
• At our discretion, we may consider a full or partial refund if:
  • You submit a refund request within 7 days of the initial charge or renewal; and
  • Your usage is minimal, or there is clear evidence of error or platform-level issues.
• If approved, refunds may be prorated based on usage and remaining days in the billing cycle.

5.2 Annual Subscriptions

• Annual plans are discounted in exchange for a longer commitment and are typically non-refundable.
• At our discretion, we may consider a partial refund if:
  • You request a refund within 30 days of the first annual charge or renewal; and
  • Your usage is limited, or there is strong evidence of error or non-delivery.
• If approved, refunds will usually be prorated, less any promotional discounts, fees, or usage.

5.3 Plan Upgrades and Downgrades

Upgrades (e.g., moving from Basic to Pro or adding more seats):

• Any additional amount charged is non-refundable once upgraded features are active.
• Upgrades may be prorated for the remainder of the billing cycle.

Downgrades:

• Downgrades take effect at the next billing cycle.
• We do not refund the difference for unused time in your current higher-tier plan.

• Add-ons such as Big Meeting, additional participant capacity, extra storage, or AI Suite enhancements are non-refundable once activated for the billing period.
• If you remove or cancel an add-on, the removal takes effect at the next renewal date; no refunds are issued for unused days in the current billing cycle.
• In rare cases (e.g., accidental purchase, duplicate order), we may consider a refund if:
  • The request is raised promptly (within 1 day of purchase); and
  • The add-on has not been used or significantly consumed.

Fees paid for Professional Services (onboarding, training, customization, consulting) are generally non-refundable once:

• Work has commenced; or
• A service session has been delivered; or
• A dedicated resource has been reserved or scheduled for you.

Cancellation of scheduled sessions:

• More than 7 days before the session: we may reschedule at no extra cost.
• Within 7 days of the session: fees may be forfeited, or rescheduling may require additional charges, at our discretion.

For government/enterprise projects governed by a separate contract, the cancellation and refund terms in your contract will prevail.

8. On-Premise / Enterprise / Government Deployments

• For on-premise, sovereign cloud, air-gapped, or large enterprise/government deployments, commercial terms (including payments and any refund rights) are governed by the Master Service Agreement (MSA), contract, or purchase order.
• Typically, license fees, customization fees, and delivered milestones are non-refundable once licenses are issued, software is deployed, or agreed milestones are completed.
• In case of conflict between this Refund Policy and your signed agreement, the signed agreement will apply.

9. Events, Webinars & Training Tickets Hosted by Convay

• For paid online events, trainings, or webinars hosted by Convay, you may cancel and request a refund up to the cutoff date specified on the registration page (e.g., 3–7 days before the event).
• If you cancel after the cutoff or do not attend, fees are usually non-refundable.
• If Convay cancels the event entirely, you will receive a full refund for the ticket price paid to Convay.
• If tickets are sold by a third party, their refund policy will apply and you must contact them directly.

10. Purchases via Third-Party Platforms & Partners

• If you purchased through Apple App Store, Google Play Store, or other stores/resellers, their billing and refund policies apply, not this Refund Policy.
• Convay cannot directly issue refunds for such purchases.
• You must request a refund through the respective store, reseller, or partner.

1. Cancel your plan/add-on (if applicable) via the Convay Billing section to stop auto-renewal.
2. Contact our support team at support@convay.com.bd with:
   • Your account email;
   • Invoice/transaction ID;
   • Purchase date and plan;
   • Reason for your refund request.

We may request logs or additional information to verify technical issues or suspected fraud. We will evaluate your request in good faith and respond within a reasonable time.

Approved refunds will generally be processed to the original payment method, subject to the payment gateway’s timelines.

12. Currency, Payment Methods & Fees

• All prices and refunds (where applicable) are processed in the currency displayed at checkout or stated in your Order Form.
• Any foreign exchange or bank charges are your responsibility.
• Convay is not responsible for delays or fees imposed by banks, card networks, or payment providers.

13. Chargebacks & Disputes

• If you dispute a charge with your bank or card issuer (chargeback), Convay reserves the right to contest it if the transaction is valid and in line with this Refund Policy and our Terms & Conditions.
• Repeated or unjustified chargebacks may result in account suspension or termination.

• Convay’s website/app will clearly display at least one of: Trade License Number, VAT Registration Number, E-TIN, or BIN Number.
• Registered business address and contact information will be shown on the home page, About Us, Contact Us, and footer sections, and will match the information provided to the payment gateway.
• Service delivery time for digital Convay subscriptions is clearly mentioned, and activation is typically instant or within 24 hours of payment confirmation (always less than 7 days).
• A tick box at checkout requires customers to confirm they have read and agreed to: Terms & Conditions, Refund Policy, and Privacy Policy.
• This Refund Policy is accessible from the website/app footer alongside Terms & Conditions, Privacy Policy, and Contact Us.

We may update or revise this Refund Policy to reflect:

• Changes in our products or pricing;
• Changes in applicable laws and regulations;
• Changes in our internal processes or payment partners.

When we make material changes:

• The “Last updated” date at the top of this page will be revised; and
• Where required by law, we may also notify you via email or in-app notification.

Your continued use of Convay after the updated policy becomes effective constitutes your acceptance of the revised terms.