Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy explains how cancellations are processed, what refunds are available, and how service credits are issued in connection with FurnViz subscription plans. This Policy forms part of the FurnViz Terms of Service. All refund and credit requests are handled by our billing team at [email protected].

2. Cancellation Process

You may cancel your FurnViz subscription at any time through either of the following methods: (a) by navigating to Account Settings > Subscription > Cancel Plan within the FurnViz platform; or (b) by sending a written cancellation request to [email protected] from the email address registered to your Account. Your cancellation will be processed within 1 business day of receipt. Upon cancellation, your Subscription will remain active until the end of your current paid billing period, after which your Account will be downgraded to a read-only state for 30 days (to allow data export), before being fully deactivated.

3. Monthly Plan Refund Policy

Monthly subscriptions (Pilot and Team tiers billed on a monthly cycle) are non-refundable. When you cancel a monthly plan, your Subscription continues until the last day of the current billing month, and you will not be charged for subsequent months. No partial-month refunds are issued.

4. Annual Plan Refund Policy

Annual subscriptions (Pilot and Team tiers billed annually) are subject to the following refund terms:

• 14-day full refund window: If you cancel your annual Subscription within 14 calendar days of the initial purchase date or annual renewal date, you are eligible for a full refund of the annual fee paid for that billing year. Contact [email protected] within the 14-day window with your Account details and reason for cancellation.
• After 14 days: No refund is issued for the remaining unused portion of the annual term. Your access continues until the end of the annual period for which payment was received.
• Upgrade mid-cycle: If you upgrade from a lower to a higher tier during an annual billing cycle, you will be charged the prorated difference for the remainder of the year. Downgrades take effect at the next renewal date.

5. Network Plan Policy

For Network-tier customers, refund and cancellation terms are governed exclusively by the applicable Master Service Agreement (MSA) or Order Form. Network customers should direct all billing inquiries to their dedicated FurnViz account manager or to [email protected].

6. Disputed Charges

If you believe you have been charged incorrectly, please contact our billing team at [email protected] within 30 calendar days of the charge date. Include your Account email, the transaction date, the amount in question, and a brief description of why you believe the charge is incorrect. We will investigate all disputed charge claims in good faith and respond within 5 business days. We strongly encourage you to contact us directly before initiating a chargeback through your payment provider.

7. Service Credits for SLA Failures

Where FurnViz fails to meet the uptime or performance commitments specified in a Customer's applicable SLA, the Customer's exclusive remedy shall be service credits calculated as a prorated credit of the monthly subscription fee for the period of non-compliance. Service credits: (a) are applied to future invoices and cannot be redeemed for cash; (b) have no monetary value and are not transferable; (c) expire upon termination of the Subscription. To request a service credit, submit a written request to [email protected] within 15 days of the end of the month in which the SLA failure occurred.

8. Payment Failures and Grace Period

If a scheduled subscription payment fails, FurnViz will: (a) notify you immediately by email; (b) retry the payment up to 3 times over the following 7 calendar days; and (c) grant you a 7-day grace period to update your payment information in Account Settings before suspending access.

9. How to Request a Refund

To request a refund (where eligible): (a) email [email protected] from the address registered to your Account; (b) include your full name, company name, Account ID or registered email, subscription plan, the date of the charge, and a brief explanation of your refund request; (c) submit your request within the applicable refund window. Eligible refunds will be processed within 10 business days of approval and returned to the original payment method.

10. Currency

Subscriptions are invoiced in United States Dollars (USD) or Egyptian Pounds (EGP) as specified in your Order Form or at checkout. Refunds will be issued in the same currency as the original charge. FurnViz is not responsible for currency conversion losses.

11. Changes to This Policy

FurnViz reserves the right to update this Policy from time to time. Material changes will be communicated by email at least 14 days before taking effect.

12. Contact

For all billing and refund inquiries: [email protected] | FurnViz, Giza, Egypt | +20 1515356916.