Cancellation & Refund Policy
This policy explains how a FirstVane Territory Licence is paid for, what happens when it ends, and when money comes back. It forms part of our Terms of Service.
How billing works
A Territory Licence is a fixed-price agreement, not a subscription. The total price and the number of monthly instalments are stated on your Order Form. Instalments are billed monthly in advance at the rate stated there.
It does not renew. The Licence ends by itself on the last day of its term. There is no automatic renewal, no rollover, and nothing to cancel to stop being charged — once the final instalment is paid, billing stops on its own. If you want the Territory for a further term, that is a new Order Form you choose to sign.
Before any payment is set up you will be shown the total price, the instalment amount, the number of instalments, the length of the term, and the fact that it does not renew — and you will be asked to agree to those terms explicitly. You will also receive a written confirmation you can keep.
Ending early
Because the Licence is a fixed-price agreement rather than a subscription, the instalments are payment towards an agreed total. If you stop before the end of the term, the remaining instalments remain payable and the Territory is released.
You can end the agreement at any time by emailing [email protected] from the address on your account, and we will confirm in writing within one business day. If any part of the agreement was set up online, we will provide an equivalent online method, and using it will never be harder than signing up was.
You keep everything already delivered — see below.
What happens to your territory
When the term ends, your exclusivity ends with it. The territory returns to our available inventory and may be licensed to another company in your trade — including a direct competitor — without notice to you. If you later want it back, we cannot promise it will still be open.
The records you were delivered stay yours. Your licence to use every record we actually delivered and you paid for is permanent and survives the end of the term, for your own use, subject to the restrictions in our Terms of Service. You lose the territory, not the data.
Refunds
Records are a digital product. Once they have been delivered to you they cannot be returned or un-seen, so delivered records are non-refundable.
You are entitled to a full refund or a credit, at your choice, when:
- we fail to deliver a batch you paid for;
- we deliver materially less than the volume stated on your order and cannot make up the shortfall within the following period; or
- you were billed in error, billed twice, or billed after a valid cancellation.
Refunds are issued to the original payment method within 5–10 business days of approval.
What is not refundable
- Records already delivered.
- An instalment period you used and are simply choosing not to continue.
- Results. We do not guarantee appointments, jobs, or revenue, and outcomes are not grounds for a refund. See section 7 of our Terms of Service.
- Agreements terminated by us for breach of the Terms or unlawful use of the records.
Disputes
If something looks wrong on an invoice, email [email protected] before opening a card dispute. We would rather fix it directly, and we can usually do it the same day.
Contact
Billing and cancellations: [email protected]
Everything else: [email protected]