Payment & Refund Policy
This Payment and Refund Policy sets out the principal terms governing payment for Donevia paid Tariff Plans, their activation, changes, renewal and refunds. This Policy supplements the Donevia Public Offer . In the event of inconsistency, the Public Offer and mandatory requirements of applicable law prevail.
1. General Provisions
1.1. Paid Donevia services are provided in accordance with the Tariff Plan and Paid Period selected by the Customer.
1.2. Current Tariff Plans, Technical Limits, available billing periods and prices are displayed on the Website and/or in the Account.
1.3. Before confirming an order, the Customer is shown at least the selected Tariff Plan, billing period, final amount and payment currency.
2. Billing Periods and Price
2.1. Donevia may offer billing periods of 1, 3, 6 or 12 months and other periods if available when an order is placed.
2.2. Discounts may apply to longer periods. The applicable discount and final price are determined by the terms shown to the Customer before payment is confirmed.
2.3. A change in Donevia pricing does not change the price of a Paid Period already purchased. New pricing applies to a subsequent purchase or renewal.
2.4. Payment for a Tariff Plan is payment for access to Donevia functionality and resources within the applicable Technical Limits during the specified period, not payment for each unit of resource actually consumed.
3. Payment Methods and Processing
3.1. Payment is made using the payment methods and payment providers available to the Customer during checkout.
3.2. Available payment methods may vary depending on technical availability, currency, country, payment-provider terms and other objective factors.
3.3. Payment credentials, including full payment-card details, may be processed directly by the relevant payment provider. Donevia does not plan to store full card numbers or CVV.
3.4. A payment is considered successful after Donevia receives proper confirmation from the relevant payment provider.
3.5. If a payment is not completed or confirmed, the paid Tariff Plan is not activated or renewed.
4. Activation and Duration
4.1. A Paid Period begins after successful payment confirmation and activation of the relevant Tariff Plan unless another start time was expressly stated before payment.
4.2. A paid Tariff Plan remains active for the purchased Paid Period.
4.3. If the next paid period has not been purchased or renewed after expiration, the Account may be switched to Sandbox.
4.4. Switching to Sandbox does not by itself delete Applications or their settings, but Sandbox functionality and Technical Limits apply to the Account.
5. Changing Tariff Plans
5.1. Where this functionality is available, the Customer may switch to a higher-priced Tariff Plan before the current Paid Period ends.
5.2. The unused portion of the current Tariff Plan price may be taken into account when determining the additional amount payable for the new Tariff Plan.
5.3. The specific additional amount, duration of the new Tariff Plan and other material parameters are displayed before the Customer confirms the change.
5.4. A switch to a lower-priced Tariff Plan generally takes effect after the current Paid Period ends.
6. Automatic Renewal
6.1. Donevia may make automatic renewal available for particular Tariff Plans and payment methods.
6.2. Automatic renewal is enabled only after a separate action or consent by the Customer and where supported by the relevant payment provider.
6.3. The Customer may disable automatic renewal before the next payment using the method available in the Service or through the relevant payment provider.
6.4. If an automatic payment fails, Donevia is not required to continue a paid Tariff Plan without payment. After the current Paid Period ends, the Account may be switched to Sandbox.
7. General Refund Rules
7.1. Before purchasing a paid Tariff Plan, the Customer may use Sandbox to evaluate Donevia’s core functionality and assess the Service within Sandbox limits.
7.2. Once a paid Tariff Plan is activated, provision of the service begins by making the relevant Donevia functionality and resources available for the Paid Period.
7.3. Non-use of the Service, voluntary cessation of use, use of only part of the Paid Period or use of fewer resources than available under the Tariff Plan does not by itself constitute grounds for a proportional refund of the unused part of the payment.
7.4. As a general rule, after activation of a paid Tariff Plan, amounts attributable to an unused portion of the Paid Period resulting from the Customer’s decision are non-refundable, except where a refund is required by applicable law or expressly provided by Donevia terms.
7.5. This Policy does not limit consumer or other rights that cannot be contractually restricted under applicable law.
8. Problems Providing the Service
8.1. If a paid Service could not actually be provided for a material period due to circumstances for which Donevia is responsible, the Customer may contact support.
8.2. Depending on the nature, duration and consequences of the issue, Donevia may extend the Paid Period, provide a service credit or other compensation, make a full or partial refund, or apply another appropriate remedy.
8.3. Where a particular remedy or refund is expressly required by applicable law, the relevant legal requirement applies.
9. How to Request a Refund
9.1. Payment or refund requests should be sent to support@donevia.net.
9.2. The request should include information sufficient to identify the Account and relevant payment and briefly describe the grounds for the request.
9.3. Donevia may request additional information objectively necessary to verify the payment, identity of the requester, circumstances of the request or prevent fraud.
9.4. Where a refund is due, it is processed taking into account the original payment method, technical procedures of the relevant payment provider and legal requirements.
9.5. The time required for refunded funds to be credited may depend on the payment provider, bank or other financial institution and is not always controlled by Donevia.
10. Erroneous and Duplicate Payments
10.1. If the Customer believes that a payment was charged twice, an incorrect amount was charged or another payment error occurred, the Customer should contact support@donevia.net.
10.2. After verification, Donevia takes appropriate measures to correct a confirmed error, including refunding an overpaid amount where necessary.
11. Chargebacks and Payment Disputes
11.1. If the Customer does not recognize a payment or has a claim concerning it, the Customer is encouraged to contact Donevia first so the circumstances can be reviewed and, where possible, promptly resolved.
11.2. Initiating a chargeback or other payment dispute does not deprive either party of rights or obligations under applicable law or the rules of the relevant payment provider.
11.3. If a payment is reversed or refunded by a payment system, Donevia may adjust the order status, Tariff Plan or related access accordingly unless otherwise required by law.
12. Changes to this Policy
12.1. Donevia may update this Policy due to changes in payment methods, payment providers, Service functionality, commercial terms or law.
12.2. The current version is published on the Website with its revision date.
12.3. Changes to this Policy do not retroactively change the price of a Paid Period already purchased.
13. Contact Information
13.1. For payment and refund inquiries: support@donevia.net.
13.2. The Provider is the person identified in the Donevia Public Offer .