REFUND AND BILLING POLICY

Last Updated: January 1, 2025

1. INTRODUCTION

This Refund and Billing Policy ("Policy") governs subscription fees, payment terms, billing practices, and refund eligibility for the Wellys Pharma software platform ("Service").

This Policy is incorporated into and forms part of the Wellys Pharma Terms of Service. By subscribing to the Service, you acknowledge and agree to the terms set forth in this Policy.

2. SUBSCRIPTION MODEL

2.1 Subscription-Based Access

Access to the Service requires an active paid subscription. The Service is provided on a subscription basis, with fees charged in advance according to your selected billing cycle.

2.2 Subscription Plans

Wellys Pharma offers various subscription plans, which may differ by:

• Features and functionality
• Number of authorized users
• Storage capacity or usage limits
• Support level
• Billing frequency (monthly, quarterly, annually)

Specific plan details, features, and pricing are available on our website or provided during the registration process.

2.3 Free Trials

We may offer free trial periods for new customers at our discretion. Free trials:

• Are subject to eligibility requirements and limitations
• May require payment method registration
• Automatically convert to paid subscriptions unless cancelled before trial expiration
• Are limited to one trial per customer or business entity
• May be revoked if misused or abused

We reserve the right to modify or discontinue free trial offerings at any time without notice.

3. FEES AND PRICING

3.1 Currency

All fees are stated in Moroccan Dirhams (MAD) unless otherwise specified.

3.2 Subscription Fees

Subscription fees are determined by:

• Selected subscription plan
• Billing cycle (monthly, annually, etc.)
• Number of users or usage volume
• Optional add-ons or premium features

3.3 Price Changes

We reserve the right to modify subscription fees at any time, with or without notice, at our sole discretion.

For existing customers:

• Price increases will be communicated via email at least thirty (30) days prior to the effective date
• Continued use of the Service after the effective date constitutes acceptance of the new pricing
• If you do not agree to the price increase, you must cancel your subscription before the effective date

Price changes apply immediately to new subscriptions.

3.4 Promotional Pricing

Promotional discounts, special offers, or limited-time pricing:

• Are subject to eligibility requirements and terms
• May be withdrawn at any time without notice
• Apply only to the specific billing period for which they are offered
• Do not guarantee future pricing
• Cannot be combined with other offers unless explicitly stated

3.5 Taxes and Fees

All subscription fees are exclusive of applicable taxes, duties, levies, or governmental charges.

You are responsible for payment of:

• Value-Added Tax (VAT), if applicable
• Sales tax, use tax, or other transaction taxes
• Customs duties or import fees
• Any other taxes or governmental charges applicable to your subscription

If we are required to collect or remit taxes on your behalf, such amounts will be added to your invoice.

4. BILLING AND PAYMENT

4.1 Advance Payment

Subscription fees are billed in advance at the beginning of each billing cycle (e.g., monthly or annually).

4.2 Payment Methods

We accept payment through:

• Credit cards (Visa, Mastercard, etc.)
• Debit cards
• Bank transfers (where available)
• Other payment methods as specified at checkout

4.3 Automatic Renewal

IMPORTANT: Subscriptions automatically renew at the end of each billing cycle unless cancelled before the renewal date.

By subscribing, you authorize Wellys Pharma to:

• Charge your designated payment method automatically for each renewal
• Update payment information provided by your card issuer (e.g., updated expiration dates)
• Continue charging your payment method until you cancel your subscription

4.4 Payment Authorization

By providing payment information, you represent and warrant that:

• You are authorized to use the designated payment method
• You authorize us to charge all fees incurred under your account
• All payment information provided is accurate and current
• You will promptly update payment information if it changes

4.5 Failed Payments

If a payment fails due to insufficient funds, expired cards, or other reasons:

• We will attempt to process payment again
• We may send email notifications requesting payment method updates
• Your access to the Service may be suspended or downgraded
• Late fees or penalties may apply (as described below)
• Your account may be terminated for non-payment

4.6 Late Fees

We reserve the right to charge late fees for overdue payments.

Late fees may be:

• A fixed amount per billing cycle of non-payment
• A percentage of the outstanding balance
• As permitted by applicable Moroccan law

We will communicate applicable late fee amounts via email or invoice.

4.7 Payment Disputes

If you dispute a charge, you must notify us in writing within thirty (30) days of the charge date. Failure to notify us within this period waives your right to dispute the charge.

Payment disputes do not relieve you of your obligation to pay fees. You must continue paying undisputed amounts while disputes are resolved.

4.8 Collection Costs

If we engage collection agencies or legal counsel to recover overdue fees, you agree to reimburse us for all reasonable collection costs, including attorney's fees and court costs.

5. CANCELLATION AND TERMINATION

5.1 Cancellation by Customer

You may cancel your subscription at any time by:

• Accessing your account settings and selecting "Cancel Subscription"
• Sending written notice to our customer support team at contact@wellys.ma
• Following other cancellation procedures specified in the Service

5.2 Effect of Cancellation

Upon cancellation:

• Automatic renewal will be disabled
• Your subscription remains active until the end of the current billing cycle
• You retain access to the Service until the end of the paid period
• No refunds are provided for the unused portion of the current billing cycle (except as specified in Section 6)
• Customer Data may be deleted after the subscription expires

5.3 Responsibility for Data Export

You are solely responsible for exporting Customer Data before your subscription expires.

After cancellation or termination:

• We have no obligation to retain, return, or provide access to Customer Data
• Data may be permanently deleted without notice
• We are not liable for any data loss resulting from cancellation or termination

5.4 Termination by Wellys Pharma

We reserve the right to suspend or terminate your subscription immediately, with or without notice, for:

• Non-payment of fees
• Violation of the Terms of Service or this Policy
• Violation of the Acceptable Use Policy
• Fraudulent or illegal activity
• Abuse of the Service
• Any reason deemed appropriate by Wellys Pharma in its sole discretion

Termination by Wellys Pharma does not entitle you to any refund.

5.5 No Refund Upon Termination

Fees paid are non-refundable, except as expressly provided in Section 6 below. Termination or cancellation does not entitle you to a refund for:

• Unused subscription time
• Dissatisfaction with the Service
• Changes in business needs
• Financial hardship
• Any other reason not expressly specified in Section 6

6. REFUND POLICY

6.1 General No-Refund Policy

ALL FEES ARE NON-REFUNDABLE EXCEPT AS EXPRESSLY PROVIDED IN THIS SECTION.

We do not provide refunds for:

• Unused subscription time after cancellation
• Dissatisfaction with features, performance, or functionality
• Changes in business circumstances or needs
• Failure to use the Service
• Service interruptions, downtime, or unavailability
• Data loss or service errors
• Changes in pricing or subscription terms
• Any reason not expressly specified as refund-eligible below

6.2 Refund-Eligible Circumstances

Refunds may be granted solely at Wellys Pharma's discretion in the following limited circumstances:

6.2.1 Billing Errors

If you are charged incorrectly due to a system error or billing mistake (e.g., duplicate charges, incorrect amount), you may request a refund within thirty (30) days of the erroneous charge.

To request a refund for billing errors:

• Contact customer support at contact@wellys.ma
• Provide documentation of the billing error (invoice, bank statement, etc.)
• Describe the nature of the error

We will investigate and, if confirmed, issue a refund for the erroneous amount within thirty (30) business days.

6.2.2 Fraudulent Charges

If your payment method was used without authorization (e.g., stolen credit card), you may request a refund within sixty (60) days of the fraudulent charge.

To request a refund for fraudulent charges:

• Contact customer support immediately
• Provide evidence of fraud (police report, card issuer documentation, etc.)
• Complete an affidavit of fraud if required

We may require additional documentation and reserve the right to investigate. Refunds for fraudulent charges are issued at our sole discretion.

6.2.3 Service Unavailability (Exceptional Circumstances)

If the Service is completely unavailable for a continuous period of thirty (30) days or more due to causes within our control, you may request a pro-rated refund for the period of unavailability.

Conditions:

• Unavailability must be total (not partial or intermittent)
• Downtime must be attributable to Wellys Pharma, not third-party providers, force majeure, or Customer actions
• You must have reported the issue to customer support and allowed reasonable time for resolution

This provision does not apply to:

• Scheduled maintenance
• Brief outages or intermittent issues
• Service degradation or performance issues
• Downtime caused by third-party providers, cyberattacks, or force majeure events

Refunds under this provision are entirely at our discretion and are not guaranteed.

6.3 Refund Requests

To request a refund for any eligible circumstance:

Contact:
Email: contact@wellys.ma

Include:

• Your account information (name, email, business name)
• Invoice number or transaction ID
• Detailed description of the reason for the refund request
• Supporting documentation (invoices, screenshots, bank statements, etc.)

6.4 Refund Review Process

Refund requests will be reviewed within thirty (30) business days of receipt. We may request additional information during the review process.

Refund decisions are final and made at Wellys Pharma's sole discretion.

6.5 Refund Method

Approved refunds will be issued to the original payment method used for the transaction. Refunds may take up to thirty (30) business days to appear in your account, depending on your financial institution.

6.6 No Cash Refunds

We do not provide cash refunds or refunds via alternative payment methods. Refunds are issued only to the original payment method.

6.7 Partial Refunds

In exceptional circumstances, we may issue partial refunds (e.g., pro-rated refunds for service unavailability). Partial refunds are calculated based on:

• The proportion of the billing cycle affected
• The severity of the issue
• Our assessment of fairness

Partial refunds are entirely discretionary and not guaranteed.

7. DOWNGRADES AND UPGRADES

7.1 Plan Upgrades

You may upgrade to a higher-tier subscription plan at any time. Upon upgrade:

• The new plan pricing takes effect immediately
• You will be charged a pro-rated amount for the remainder of the current billing cycle at the higher rate
• Future billing cycles will reflect the new plan's full price

7.2 Plan Downgrades

You may downgrade to a lower-tier subscription plan at any time. Upon downgrade:

• The downgrade takes effect at the end of the current billing cycle
• No refunds or credits are provided for the price difference during the current billing cycle
• You continue to have access to your current plan's features until the end of the paid period

7.3 Feature Limitations

Downgrading may result in:

• Loss of access to premium features
• Reduced storage or usage limits
• Loss of data exceeding the new plan's limits

You are responsible for ensuring your data and usage comply with the downgraded plan's limits. We are not liable for data loss or feature unavailability resulting from downgrades.

8. NO SERVICE LEVEL AGREEMENT (SLA)

Wellys Pharma does not provide any Service Level Agreement (SLA) or uptime guarantees.

The Service is provided "AS IS" and "AS AVAILABLE" with no guarantees regarding:

• Availability or uptime
• Performance or speed
• Freedom from errors or bugs
• Data preservation or backup

See our Disclaimer for additional information.

9. INVOICES AND RECEIPTS

9.1 Invoice Delivery

Invoices are delivered electronically via email to the address associated with your account. You are responsible for ensuring we have a current and accurate email address.

9.2 Invoice Disputes

You must notify us of any invoice disputes within thirty (30) days of the invoice date. Failure to dispute within this period waives your right to challenge the invoice.

9.3 Receipt Requests

If you require a receipt or additional invoice documentation, contact customer support at contact@wellys.ma

10. ACCOUNT SUSPENSION FOR NON-PAYMENT

10.1 Suspension

If payment is overdue, we may immediately suspend access to the Service without prior notice.

During suspension:

• You cannot access the Service or Customer Data
• Data may be deleted after a specified period (e.g., thirty (30) days)
• You remain liable for all outstanding fees and late charges

10.2 Reinstatement

To reinstate access:

• Pay all outstanding fees, late charges, and reinstatement fees (if applicable)
• Update payment information if necessary
• Contact customer support to request reinstatement

We do not guarantee data preservation during suspension. Data lost during suspension is not recoverable.

11. DISCLAIMER OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY MOROCCAN LAW:

• We do not guarantee billing accuracy and shall not be liable for billing errors beyond the amount of the error
• We are not liable for payment processing failures by third-party payment processors
• We are not liable for late fees, overdraft fees, or penalties imposed by your financial institution
• We are not liable for data loss resulting from account suspension or termination
• We are not liable for any damages arising from pricing changes, cancellations, or refund denials

All billing and refund matters are governed by this Policy and the Terms of Service.

12. CHANGES TO THIS POLICY

We reserve the right to modify this Refund and Billing Policy at any time. Changes will be effective upon:

• Posting the updated Policy on our website
• Sending email notification to registered users

Continued use of the Service after changes constitutes acceptance of the modified Policy.

The "Last Updated" date at the top of this document indicates when the Policy was last revised.

13. GOVERNING LAW AND DISPUTES

This Policy is governed by the laws of Morocco. Disputes arising from billing, payments, or refunds shall be resolved pursuant to the dispute resolution provisions in the Terms of Service.

14. CONTACT INFORMATION

For billing inquiries, payment issues, or refund requests, contact:

Wellys Pharma
Email: contact@wellys.ma

For urgent payment matters:
Phone: [Phone number to be inserted]

SUMMARY OF KEY TERMS

For your convenience, here is a summary of key provisions:

By subscribing to the Service, you acknowledge that you have read, understood, and agree to be bound by this Refund and Billing Policy.