Subscription & Billing Policy

1. Scope and acceptance

This Policy forms part of the Getway Terms of Service and applies to self-serve subscriptions, user-seat additions, active-monitor additions, usage packs, renewals, and related invoices. An Enterprise Order Form may override this Policy for the named customer where it says so expressly. By purchasing or renewing a paid service, the contracting customer confirms that its authorized billing administrator may incur the displayed charges for the organization.

2. Plans, minimum users, and add-ons

• Each paid plan has a minimum user commitment. Charges for that minimum apply even if fewer accounts are invited or active during a billing period.
• Additional users are charged at the displayed per-user rate for the selected plan and billing cycle. Adding users mid-term may create a prorated charge; reducing recurring users takes effect at the next renewal after account and minimum-user checks pass.
• Active-monitor add-ons increase concurrent monitoring capacity. Saved watchlists and active monitors are separate allowances; a watchlist may remain saved while monitoring is inactive or expired.
• One-time usage packs do not renew automatically. Their validity and expiry are shown before purchase. Unused included or add-on capacity does not carry over unless the applicable checkout or Order Form says otherwise.

3. Pricing, taxes, and invoices

Published prices exclude applicable GST unless a page expressly states otherwise. The final checkout amount is calculated from the billing profile, place of supply, plan, billing cycle, minimum users, active recurring add-ons, discounts, and applicable tax. Invoices and legally required credit notes are retained for accounting and audit purposes. Customers must keep billing information and GSTIN details accurate before an invoice is issued.

4. Recurring payment authorization

Enabling auto-pay authorizes Cashfree and the supported payment network to process recurring charges up to the mandate limit in accordance with the mandate and applicable payment-system rules. Required pre-debit notifications and authentication are handled through the supported provider/network flow. A displayed mandate is not a guarantee of successful collection: banks or networks may reject, delay, or require customer action. A customer can disable auto-pay for future renewals; amounts already due remain payable.

5. Renewal and cancellation

The Billing page displays the renewal date in the user's configured timezone. Customers may cancel renewal before the renewal is processed. Cancellation prevents future renewal and ordinarily leaves paid access available through the end of the current term. It does not erase an issued invoice, reverse a completed charge, or create a mid-term refund. Plan downgrades and recurring add-on reductions are normally scheduled for the next billing-cycle boundary. A customer should retain confirmation of any cancellation or scheduled change.

6. Failed and delayed payments

If a renewal is pending at the payment provider, Getway may temporarily keep access available while awaiting a final status. A provider attempt that remains unresolved beyond the settlement window is presented as requiring action rather than processing indefinitely. Where supported, Getway may cancel that stale attempt before offering a replacement payment flow to reduce duplicate-charge risk. If the provider continues to hold the attempt and will not release it for cancellation, Getway does not offer a second payment flow until the attempt reaches a confirmed terminal state; the billing administrator is instead directed to billing support for verification.

An unpaid renewal enters a three-day grace period followed by up to four days of dunning; access may be suspended after seven days overdue. Retry timing is displayed only when a retry is actually scheduled. Billing administrators can pay an outstanding invoice from Billing. Other workspace users receive a limited service-status notice and should contact their billing administrator. Recovery access may remain available for up to 30 days after suspension, subject to the Terms and data-retention rules.

7. Plan changes

Paid upgrades and cycle changes take effect only after the required checkout succeeds; any current-term adjustment and the next renewal amount are shown before payment. Downgrades, cancellation, or recurring add-on reductions do not take effect if doing so would violate the target plan's minimum-user or entitlement constraints. A failed or abandoned checkout does not change the existing paid entitlement.

8. Refunds, credits, and statutory rights

Subscriptions and recurring add-ons are generally non-refundable once the paid capacity is provisioned, and cancellation does not create a prorated refund. This rule is subject to the exceptions in the Refund & Credits Policy and to non-waivable rights under applicable law, including remedies that may apply to duplicate or unauthorized charges, material billing errors, misrepresentation, deficiency in service, or failure to provide a purchased service. Nothing in this Policy limits a remedy that cannot lawfully be excluded.

9. Billing disputes

Contact [email protected] promptly, and preferably within 30 days of the charge, with the tenant name, invoice number, transaction reference, disputed amount, and supporting information. We may ask the billing administrator to verify identity or authority before disclosing payment information. Raising a support request does not extend a statutory deadline or suspend an undisputed payment obligation.

10. Security and account authority

Only authorized billing roles may purchase, change, cancel, or recover a subscription. Customers are responsible for restricting those roles and promptly reporting suspected unauthorized account or payment activity. Getway does not store full card or bank credentials; payment processing and mandate operations are performed by supported payment providers.

11. Changes and governing terms

We may update this Policy prospectively for operational, legal, tax, or payment-network changes. Material changes will be communicated through reasonable account or electronic notice where required. The Getway Terms of Service govern interpretation, liability, termination, and dispute venue. If this Policy conflicts with mandatory law, mandatory law controls to the extent of the conflict.

Regulatory references: the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020; the Reserve Bank of India recurring e-mandate framework; and applicable GST invoice and credit-note requirements. These references do not replace the governing legislation or professional advice for a particular transaction.