Refund Policy

At Fathom Technologies Ltd (“Fathom,” “we,” “our”), we are committed to delivering a transparent, fair, and reliable billing experience. This Refund Policy outlines the conditions under which refunds may be issued, covering both Standard and Enterprise accounts. Please review this policy carefully before subscribing to or using our services.

1. Account Types

Standard Accounts

Standard accounts are billed on a recurring basis through the payment method provided by the user (credit/debit card or PayPal). Subscription fees are charged at the beginning of each billing cycle, and the cycle recurs until canceled.

Enterprise Accounts

Enterprise accounts are invoiced either monthly or quarterly, based on the terms agreed between Fathom and the client. Enterprise accounts are subject to usage-based billing and overage fees.

2. Overages and Usage-Based Charges

All accounts—both Standard and Enterprise—are subject to overage charges if usage exceeds the plan limits. Overages are calculated and charged at the end of the billing cycle based on the actual usage during that period. Overage fees are not eligible for refunds, as they reflect the services consumed beyond the standard and enterprise plans.

3. Refund Eligibility

Standard Accounts

Refunds may be considered for Standard Accounts under the following circumstances:

Billing Discrepancies: If you believe an error occurred during billing, you may request an investigation. If a mistake is confirmed, a refund will be issued for the overcharged amount.

Free Trial Period: If you cancel your subscription during the free trial period, you will not be charged. However, once the trial ends and the first payment is processed, refunds will not be issued.

Prolonged Technical Issues: In the rare event that a technical failure or outage significantly disrupts your access to our services, we may, at our discretion, offer a refund or account credit.

Enterprise Accounts

Refunds for Enterprise Accounts are governed by the specific terms outlined in your service agreement. Refunds are generally limited, except for the following scenarios:

Billing Errors: Any discrepancies or billing mistakes identified within 30 days of invoicing will be reviewed, and appropriate refunds or credits may be issued if an error is confirmed.

Service Interruptions: If your account experiences significant downtime that materially affects your business operations, refunds or credits may be issued based on the terms of your service agreement.

4. Non-Refundable Circumstances

Refunds will not be issued in the following cases:

Change of Mind: Once a billing cycle has begun, refunds will not be provided for unused services, even if you choose to cancel your subscription during the billing period.

Overage Charges: Usage-based overages are non-refundable. These charges reflect the actual services consumed beyond your plan, and users are responsible for monitoring their usage.

Post-Billing Cancellations: If a cancellation is initiated after the billing cycle has started, no refunds will be granted for that cycle, and your account will remain active for the duration of the billing period.

5. Cancellation and Account Termination

Standard Accounts

Standard account users can cancel their subscription at any time via the account settings. Once canceled, the account will remain active for the remainder of the current billing cycle. Future renewals will be stopped, but no refunds will be issued for the unused portion of the current cycle.

Enterprise Accounts

Enterprise clients may terminate their contracts in accordance with the terms outlined in their service agreement. Refunds will not be issued for any unused time in the current billing period unless explicitly stated in the contract.

6. Refund Request Process

If you believe you qualify for a refund, please contact us at support@getfathom.io and include the following details:

Your account information (name, email, account type)

A detailed explanation of the issue

Relevant documentation (e.g., screenshots of errors or proof of service disruption)

We will review refund requests within 10 business days. If a refund is approved, it will be processed to the original payment method within 5-7 business days. For Enterprise accounts, refunds or credits will be handled in accordance with the terms of your service agreement.

7. Dispute Resolution

We are committed to resolving any billing issues or disputes quickly and fairly. If you are dissatisfied with the outcome of a refund request, we encourage you to reach out to our support team for further assistance. If a resolution cannot be reached through our internal processes, the matter will be handled according to the governing laws specified in your service agreement or our Terms of Service.