Refund Policy

Short version: a trial fee is refundable in full until the trial starts. An annual licence fee is not refundable once we have set up your organisation on it. Otherwise we refund only when the mistake is ours.

1. How you pay

You pay by EFT against our invoice, either for one trial at a time or for an annual licence paid in advance that covers a number of trials. We open a trial, or start a licence, only once it is paid. There are no card payments and no automatic renewals: a following licence year is a new licence by agreement.

2. Before the trial starts: full refund

Once we have enabled a paid trial, your client administrator sets it up and then presses Start trial, which makes it active.

Until the trial is active, you can cancel it and we refund the trial fee in full. That includes a trial whose licence period runs out before anyone starts it. Ask us at support@farmbind.com; we then lock the trial so it cannot be started.

An extra trial added to an annual licence is refundable in full until that trial is started, in the same way.

An annual licence fee pays for setting up and running the platform for your organisation for the licence year, at a price that assumes the number of trials it covers. It is not refundable once we have set up your organisation on the licence, also if fewer trials are run than it covers, except as in section 3.

3. After the trial starts: no refund, except

Once a trial is active, the fee is not refundable — including if the trial is stopped early, captures less than planned, or is locked before its licence ends.

We will still refund, in whole or in part, where:

• we billed you in error — the wrong amount, or a trial billed twice;
• FlockTrial was unusable for the trial through our fault — a fault on our side that stopped your team capturing, and that we did not fix or work around in reasonable time; or
• the law requires a refund.

We do not refund for time lost to an outage at a supplier we depend on, your own connection or device, or data that was captured wrongly. Our commitments there are in the Service Levels document.

4. Extensions

If we extend a trial's licence for a fee, the same rule applies to the extension: refundable until the extended period begins, and after that only as in section 3.

5. How refunds are paid

Refunds are paid by EFT to the organisation that paid us, normally within 10 working days of us agreeing the refund. We do not refund to a third party or to an individual. We issue a credit note with every refund.

6. If we end your access

If we end your organisation's access for a reason other than your breach of the Terms of Use, we refund the fee for any paid trial that has not started.

7. Your data either way

Whatever happens to the money, your organisation keeps the right to a copy of its trial data. A refund or a cancelled trial does not delete anything without your instruction.

8. Questions

Email support@farmbind.com. A refund question is answered by the people who run FlockTrial, not by a form.