Billing, Refund & Cancellation Policy

1. Try before you pay

Every new account gets 7 days of Premium free on its first organization, with the seat cap lifted for the whole trial. No card is required, and nothing charges automatically when the trial ends — the organization simply moves to whatever plan it has paid for, or to Free. Because you can evaluate the product fully without paying, we expect very few refund requests, and we price on that basis.

2. What you are buying

• Subscription plans — Basic, Premium or Enterprise, billed in advance for the period you selected at checkout, monthly or annually.
• Seat credits — additional members beyond your plan’s included seats, bought as a one-off top-up.
• Communication credits — email and SMS allowance beyond what the plan includes. SMS is paid through to a network operator on your behalf the moment it is sent.
• Location slots — additional approved check-in sites beyond what your plan includes.

Prices are shown in Nigerian Naira and are inclusive of any tax we are required to charge, unless stated otherwise at checkout.

3. How payment is taken

• Card payments are processed by Flutterwave. Card details are entered on their infrastructure — we never see or store them.
• Bank transfer is available for credit purchases: upload your proof of payment and an admin confirms it, usually within one business day.
• A receipt is emailed for every successful payment, and the full history is in your billing dashboard.
• Coupons and partner discounts apply at checkout and cannot be added retrospectively to a completed payment.

4. Renewal, expiry and the grace period

We warn you before anything stops working. As a subscription approaches its end date:

• Reminder emails go to the organization owner at 7 days, 3 days and 24 hours before expiry.
• On expiry, the organization enters a 7-day grace period. The service keeps working, and we email to say so.
• If the grace period passes without payment, paid features lock and the organization falls back to the Free plan.
• Nothing is deleted at lockout. Members beyond the Free seat limit are deactivated, not removed, and return the moment you pay.
• Annual plans refresh their monthly communication allowance on the subscription anniversary day each month.

5. Cancelling

You can cancel at any time from billing settings, or by emailing info@usetimio.com from the owner’s address. Cancelling stops the next charge; it does not end the period you have already paid for, and you keep full access until that period runs out. Closing your account is separate from cancelling — see section 8.

6. When we refund

Subscription fees are generally non-refundable once a billing period has started, because the 7-day trial exists for evaluation. We do refund in these cases:

• Duplicate or incorrect charge — refunded in full, whenever you spot it.
• You were charged after cancelling — refunded in full.
• A paid feature was unusable because of a fault on our side that we could not fix in reasonable time — refunded pro rata for the affected period.
• Within 7 days of a first paid subscription, if the product turns out not to do what our marketing said it does — refunded in full, provided the account has not made substantial use of paid features.
• You objected to a new sub-processor under the sub-processors policy and we could not offer an alternative — refunded pro rata for the unused period.

We do not refund:

• Communication credits once the messages have been sent — the cost is already paid to the carrier.
• Partial months after a mid-period cancellation.
• Periods during which an account was suspended for breaching the Acceptable Use Policy.
• Charges you simply forgot to cancel, beyond the cases listed above.

7. Requesting a refund

Email info@usetimio.com with “Refund” in the subject line, the organization name, and the transaction reference from your receipt. We respond within 5 business days. Approved refunds are returned to the original payment method; depending on your bank and card scheme, the money typically appears within 5–14 business days. Raising a chargeback before contacting us usually makes things slower, not faster, and may suspend the account while the bank investigates.

8. Closing the account and getting your data out

Export what you need first: attendance, payroll and service records download as CSV from the product while your plan is active. Then email us from the owner’s address to close the account. We retain data for 30 days after closure so you can change your mind, then delete it as described in the Data Processing Agreement. Billing records are kept for at least six years because Nigerian tax and company law requires it.

9. Price changes

We may change prices, and will give existing subscribers reasonable advance notice by email before a change affects them. A price change never applies to a period you have already paid for. If a new price does not suit you, cancel before your next renewal.

10. Affiliate earnings

Affiliate commission is credited when a referred organization’s payment is confirmed, and is paid out by bank transfer once approved. If the underlying payment is later refunded or reversed, the related commission is reversed too. Payout bank details are verified with the bank before a transfer is approved, and a failed transfer is returned to your affiliate wallet rather than lost.