Refund Policy

We aim to be fair and transparent. This page explains when refunds or credits may apply and how to request them.

Last updated: 11/5/2025

Eligible when you downgrade or remove seats mid-term.

Clear invoices and usage; download anytime.

Most requests reviewed within 3–5 business days.

No refunds for AUP/security violations or fraud.

Eligibility at a Glance

Scenario	Refund / Credit	Notes
Downgrade plan or remove seats mid-term	Prorated account credit	Credit applies to future invoices; no cash refunds unless required by law.
Upgrade mid-term	Immediate access, prorated charge	We bill the difference for the remainder of the term.
Cancel during paid term	No refund for elapsed period	Service remains active until term end; export data anytime.
Duplicate payment / billing error	Full or partial refund	We correct errors promptly after verification.
Service outage (SLA-eligible plans)	Service credit per SLA	Submit an SLA claim with timestamps and impact.
AUP violation, fraud, abuse	Not eligible	We may suspend/terminate per Terms; no refunds.

Credits are applied to future invoices and are non-transferable. Local regulations may grant additional rights.

Open a ticket from the admin console or email billing@filewalls.com.
Include invoice number, account email, and a short description.
Allow 3–5 business days for review; we may request additional details.
Approved refunds are processed to the original payment method; credits appear on the next invoice.

• You remove 8 seats halfway through the month → we apply a prorated credit.
• You upgraded to Teams Pro → we charge the difference for the remaining days.
• You were charged twice for the same invoice → we reverse one charge after verification.

Processing times depend on your bank or card network (typically 5–10 business days after issuance).

Billing cycles & renewals

Plans renew automatically until canceled. Cancel any time from the admin console; service continues through the paid period.

Taxes & currency

Prices exclude applicable taxes. Charges are processed in your billing currency; exchange rates and bank fees may apply.

Trial period

Trials are for evaluation and may be limited. If you convert to a paid plan, standard billing terms apply.

SLA service credits

For eligible plans, claim credits by opening a ticket with timestamps, affected regions, and impact details.

This policy works together with our Terms of Service and Privacy Policy.

We’re here to help—most issues are solved in one reply.