Refund Policy

1.1 This Refund Policy (“Policy”) summarises the refund provisions of the Touch2Sign Terms & Conditions (the “Terms”) and the Pricing & Commercial Terms (the “Pricing Terms”). It applies to purchases of Subscriptions, modules, prepaid AES/QES Credits, and other Services made directly from Touch2Sign. Capitalised terms used but not defined here have the meanings given in the Terms or Pricing Terms.

1.2 This Policy is a summary provided for convenience. It does not form part of the contract between you and us, and it does not create rights or remedies additional to, or different from, those set out in the Terms and Pricing Terms. If there is any conflict, the Terms and Pricing Terms prevail. A signed enterprise agreement or order form prevails for that customer.

2.1 Touch2Sign is offered for business or professional use by organisations and authorised users. It is not marketed as a consumer product for personal, family, or household purposes. By purchasing the Services, you confirm that you act in the course of a business or professional activity.

2.2 To the extent permitted by applicable law, you waive rights and remedies available only to consumers, including any statutory consumer withdrawal or “cooling-off” rights. Refunds are available only as expressly set out in this Policy and in the Pricing Terms, except where a refund is required by applicable law.

3.1 You may request a refund of a Subscription payment, module payment, or prepaid Credit pack purchase within seven (7) calendar days after the payment, provided that:

• no Send has been issued under the organisation account using capacity attributable to that Subscription payment;
• none of the Credits allocated or purchased through that payment have been used; and
• no billable metered event (for example AES, QES, or SMS/RCS) has been charged against that payment or against Credits from that payment.

3.2 Using any Credit from that payment, issuing any Send that draws on that Subscription period's allowance, or completing any billable metered event linked to that payment — including a test or discarded workflow — ends refund eligibility for that payment.

3.3 Refund eligibility is assessed separately for each payment. Accordingly:

• each Subscription payment, including a renewal for a subsequent billing period, is assessed on its own under sections 3.1 and 3.2;
• each prepaid Credit pack purchase is assessed on its own;
• each module or add-on payment is assessed on its own; and
• where you hold more than one Subscription or organisation account, eligibility is assessed separately for each.

3.4 Metered usage billed in arrears (for example AES, QES, SMS/RCS, or send overage already incurred) is not refundable once the billable event has occurred, except as required by applicable law or under section 6.

3.5 A request made more than seven (7) calendar days after the payment, or in respect of a payment through which any Send, Credit, or billable metered event has been used, will not be eligible for a refund, except as set out in section 6 or as required by applicable law.

4.1 A processing fee of five percent (5%) is deducted from any approved refund under section 3.

4.2 We may issue an approved refund to the original payment method or, with your agreement, as non-refundable and non-transferable platform Credits of the same net value. Credits issued in place of a monetary refund expire ninety (90) days after they are issued (or earlier if your account ends), and remain subject to the Pricing Terms where applicable.

4.3 Where a refund is issued to the original payment method, the time required for the amount to reach you depends on your payment provider and card scheme; as an indication only, this is typically five (5) to ten (10) business days after approval.

5.1 To request a refund, email support@touch2sign.com from the email address associated with your Account (or the billing contact on file), stating the payment date, the invoice or order reference, and a brief reason for the request. We may ask you to verify your identity or provide information reasonably necessary to assess the request.

5.2 We aim to respond to refund requests within two (2) business days. This is an indicative service target only. It is not a contractual commitment and does not form part of the Terms.

6.1 If we permanently discontinue the core functionality of your Subscription plan during a prepaid billing period, we may provide reasonably comparable replacement functionality. If we do not, we may terminate the affected Subscription and refund the prepaid Fees attributable to the unused remainder of that billing period. That refund is your sole remedy for the discontinuation.

6.2 If we discontinue the Services, a Subscription plan, or any material part of them and this results in termination of your Subscription, we will refund the prepaid Fees attributable to the unused remainder of the affected billing period. That refund is your sole remedy for the discontinuation.

6.3 No processing fee is deducted from a refund issued under this section 6.

7.1 Except as set out in sections 3 and 6 of this Policy or as required by applicable law, all payments are final and non-refundable. In particular, no refund is due where:

• you cancel a Subscription: cancellation takes effect at the end of the current billing period (unless an immediate-cancel option is offered and selected), you retain access until then, and Fees already paid are not refunded;
• you do not accept a change to the Terms, Pricing Terms, or a price change that applies from your next renewal: you must cancel the affected Subscription before the renewal date, and no refund is due for the billing period already paid for;
• Credits expire unused, including prepaid AES/QES Credits that expire twelve (12) months after purchase, monthly module allowances that reset each period, and Credits that expire when an Account or Subscription ends. Credits have no monetary value and cannot be redeemed for cash;
• send allowance expires unused at the end of a billing period;
• we suspend or terminate your Account or a Subscription for cause under the Terms, including for breach of acceptable-use rules or eligibility requirements; or
• we determine that you are using the Services as a consumer or for personal, family, or household purposes, except where a refund is required by applicable law.

8.1 Before initiating a chargeback or other payment dispute with your bank or payment provider, please contact us at support@touch2sign.com and give us a reasonable opportunity to resolve the issue. We may suspend the affected Account while a payment dispute is pending.

8.2 A knowingly false, duplicate, or abusive chargeback, or a chargeback relating to an authorised amount properly due under the Terms, is a material breach of the Terms and may result in recovery of fees and costs to the extent permitted by applicable law.

9.1 Payments may be collected, and refunds may be issued, by Touch2Sign or a payment partner (for example NMI or Stripe) acting for us. The merchant name shown on your payment statement may differ from the entity named on your invoice. Payment routing does not change your counterparty, invoice, contractual price, or refund rights.

10.1 We may update this Policy from time to time in accordance with the Terms, and will revise the “Last updated” date above when we do. The version posted at the time of your payment applies to that payment.

Email: support@touch2sign.com
Legal: legal@touch2sign.com
Company: Touch2Sign Ltd (operated with ICIT Ltd), Republic of Ireland.

Related: Terms · Pricing Terms · Privacy · DPA